NCTI - Customer Service for Technician
(Lesson 6) Exam Questions and Answers
with Verified Solutions | Latest Updated 2026
In the stop, and listen technique of Answer: A
dealing with an angry customer, Each customer's situation is unique
you because it is
are listening when you happening to that individual and not to
A ) Use your skills to find out what someone
makes that customer's situation else. use a mix of open and closed
unique. questions. use
B ) Remember that the customer good listening skills to identify the
trusts in your understanding and customer's
troubleshooting abilities. specific concerns and issues. Find out
C ) Use closed questions to elicit what makes
exact and precise responses from each situation unique. Even though you
the customer. may have
D ) See the situation from the experience in handling similar situations,
customer's perspective and face each
partner difficult situation with compassion for the
with the customer to problem customer.
solve. Let your experiences reflect confidence for
resolving the problem quickly to the
customer's
satisfaction.
, Advancing your creativity can Answer: D
improve your resistance to stress Creativity can help you see situations from
by different
A ) Showing resourcefulness in perspectives. It also can help you
knowing how to make crafts. reconsider what
B ) Identifying, defining, and otherwise might be seen as
automating repetitive tasks. "uncontrollable"
C ) Providing a support network situations. It is possible to exercise and
when you tackle something new. advance
D ) Helping you see situation from your creativity.
different perspectives.
Using words like "must," "need," Answer: B
and Negative self-talk usually includes words
"have to" in self-talk like
A ) Will help you set up a self- "should," "must," "need" and "have to."
fulfilling prophecy that influences These words
your feeling of control. are an extension of your values and how
B ) Will maximize negative self-talk you view
and lead to feeling trapped. your role in the world. Telling yourself that
C ) Aids your thought patterns and you
directs the way you view must do something leads you to feel
situations. trapped and
D ) Help you set realistic goals for out of control
yourself that need to be met.
(Lesson 6) Exam Questions and Answers
with Verified Solutions | Latest Updated 2026
In the stop, and listen technique of Answer: A
dealing with an angry customer, Each customer's situation is unique
you because it is
are listening when you happening to that individual and not to
A ) Use your skills to find out what someone
makes that customer's situation else. use a mix of open and closed
unique. questions. use
B ) Remember that the customer good listening skills to identify the
trusts in your understanding and customer's
troubleshooting abilities. specific concerns and issues. Find out
C ) Use closed questions to elicit what makes
exact and precise responses from each situation unique. Even though you
the customer. may have
D ) See the situation from the experience in handling similar situations,
customer's perspective and face each
partner difficult situation with compassion for the
with the customer to problem customer.
solve. Let your experiences reflect confidence for
resolving the problem quickly to the
customer's
satisfaction.
, Advancing your creativity can Answer: D
improve your resistance to stress Creativity can help you see situations from
by different
A ) Showing resourcefulness in perspectives. It also can help you
knowing how to make crafts. reconsider what
B ) Identifying, defining, and otherwise might be seen as
automating repetitive tasks. "uncontrollable"
C ) Providing a support network situations. It is possible to exercise and
when you tackle something new. advance
D ) Helping you see situation from your creativity.
different perspectives.
Using words like "must," "need," Answer: B
and Negative self-talk usually includes words
"have to" in self-talk like
A ) Will help you set up a self- "should," "must," "need" and "have to."
fulfilling prophecy that influences These words
your feeling of control. are an extension of your values and how
B ) Will maximize negative self-talk you view
and lead to feeling trapped. your role in the world. Telling yourself that
C ) Aids your thought patterns and you
directs the way you view must do something leads you to feel
situations. trapped and
D ) Help you set realistic goals for out of control
yourself that need to be met.
