Sara Receives a Call from a Customer Who Just Purchased

question 23

Multiple Choice

Sara receives a call from a customer who just purchased her first computer with Windows 10 installed. She is having some issues using the new computer and needs help setting up a printer.   
What should Sara do when working with the inexperienced customer? (Select all that apply.)

• A) Keep a positive attitude.
• B) Frequently ask the customer what she sees on the screen.
• C) Use technical jargon to teach the customer how to understand technicians.
• D) Avoid asking the customer to take steps that might destroy files or settings.
• E) Explain that because of her inexperience, the customer should not try to install the printer.

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Definitions:

Single-use Plans

Plans developed to achieve a set of goals that are unlikely to be repeated in the future. They are specific, unique, and not intended for recurring use.

Functional Plans

Functional plans are detailed strategies developed for specific areas within an organization, such as sales, marketing, or HR, outlining how goals will be achieved in those areas.

Operational Plans

Detailed, short-term strategies designed to achieve specific objectives within a business.

Standing Plans

Established procedures or policies in an organization that guide decision-making and actions for recurring situations or operations.