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Question 1

An instructor wants to demonstrate a technical topic that requires a certain procedure. Which of the following is the BEST way to achieve this?

Options:

A.

Have the learners brainstorm ideas on the topic.

B.

Have the learners role play the topic.

C.

Hold an open discussion on the topic.

D.

Show the learners via a desktop sharing demonstration.

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Question 2

While giving an overhead presentation the projector being used powers off. Which of the following is the FIRST course of action?

Options:

A.

Take a break and have technical support address the problem.

B.

Lecture from the instructor notes until the next break.

C.

Dismiss the class until the projector can be fixed.

D.

Have technical support correct the problem immediately during class

Question 3

During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalateto call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:

Options:

A.

Review or revisit call center standards.

B.

Create a special session just for the managers.

C.

Provide a cheat sheet for the add-on products.

D.

Monitor the agents for a week to truly understand their world.

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