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TK0-201 Exam Dumps : CTT+ Exam (Certified Technical)

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Question 1

Working independently, several learners are completing a computer lab assignment. One learner wants to know when an advanced topic related to the lab will be covered in the course. Which of the following should be the instructor’s response?

Options:

A.

Tell the learner that you are unsure but will email the learner with the answer.

B.

Tell the learner when the topic will be covered.

C.

Direct the learner to consult another student.

D.

Ask the learner why it is important to have this information.

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Question 2

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.

Question 3

In the following scenario, the learners all scored well on the exit assessment. However, upon returning to work, the learners were unable to use any of the learned processes. Which of the following BEST represents the information transfer?

Options:

A.

Teaching how but not why

B.

Poor managerial support

C.

Success in problem-solving training

D.

Recall in hypothetical situations

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