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

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Question 1

A trainer realizes that a handout used in the last course is missing the second page. Which of the following should the trainer do?

Options:

A.

Email the students a corrected version.

B.

Search the Internet for the students’ phone numbers and call them.

C.

Contact the client’s IT department to see what they think should be done.

D.

Ignore it since some of the missing data is in the book.

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Question 2

An instructor is asking overhead questions, but only one learner is volunteering to answer questions. Which of the following should the instructor do when asking the next question?

Options:

A.

Divide the class into groups

B.

Utilize overhead-direct questions

C.

Continue asking overhead questions

D.

Avoid asking further questions

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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