When Working with a Computer Illiterate User Over the Phone

question 3

Multiple Choice

 When working with a computer illiterate user over the phone, what is NOT a good practice?

• A) frequently ask the customer to tell you what is displayed on the screen
• B) don't ask the customer to perform a task that might destroy data
• C) before proceeding with the call, tell the customer to put someone else on the line
• D) provide step-by-step mouse and keyboard instructions

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Definitions:

Unconditioned Response

An automatic, natural reaction to a stimulus that occurs without any prior learning or conditioning.

Extinction

In psychology, the gradual weakening and disappearance of a conditioned response behavior.

Paired

Describes objects or concepts that are linked or associated with each other in some relationship or function.

Conditioned Stimulus

A formerly neutral signal that, when linked with the unconditioned stimulus, ultimately elicits a conditioned reaction.