From a Support Ticket You Are Working on a Computer

question 19

Multiple Choice

From a support ticket you are working on a computer at a customer's home and find there are more issues (some serious) than originally known. How do you deal with this situation? Choose all that apply.

• A)Just fix what was on the support ticket and wait for another call to repair the other items.
• B)Tell the customer you have to charge them for another visit since the other issues were not on the ticket.
• C)Explain the situation to the customer and offer a revised repair and replacement estimate.

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Definitions:

Winner's Curse

A phenomenon that occurs in common value auctions, where the winner tends to overpay due to overly optimistic estimation of the asset's value.

Optimistic Estimate

A projection or forecast that assumes the most favorable conditions and outcomes.

Bid Shading

The strategy of making a bid lower than what a bidder is actually willing to pay, typically to save money in auctions or competitive tender processes.

Bid-rigging

An illegal agreement between parties to conspire and fix the bidding process, often in procurement auctions.