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:

Modeling Experiments

The process of creating simulations or representations of real-world processes to test hypotheses or understand systems.

Sufficient Reinforcement

The adequate or required amount of encouragement or reward necessary to achieve desired behavior.

Skinner Box

A laboratory apparatus used in the experimental analysis of animal behavior, especially for studies of conditioning, named after B.F. Skinner, a psychologist.

Deviant People

Individuals who act, think, or behave in ways that diverge significantly from the norms of their society or culture.