Elance - Customer Service Test Answers 2017

Elance - Customer Service Test Answers 2017

Question:-  What should be done at the end of a phone call with a customer after resolving an issue they had?
Answer:-  d. Repeat to the customer what you resolved and any further actions you'll be taking.


Question:-  What is customer profiling?
Answer:-  d.Using a series of data points to place customers into groups and tailoring their experience with your company


Question:-  Which of the following would be the best thing to say to an irate customer?
Answer:-  c. I can see why you feel that way.


Question:-  Why would a company want to know the profitability and sales history of customers?
Answer:-  c.It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.


Question:-  What is the first step in mollifying a customer who has received bad service?
Answer:-  d.Express regrets and promise to provide better service in future.


Question:-  Why is giving a customer the required information considered good customer service?
Answer:-  d. It allows you to add value for the customer and help them make an informed decision.


Question:-  What is meant by a "hard no"?
Answer:-  d.Saying 'no' to the customer and offering no alternative solution


Question:-  What are the two factors to consider when Creating Customer Service Strategy?
Answer:-  a. Employee reception to the plan, and customer reception to the plan


Question:-  What is a data warehouse?
Answer:-  c. A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location


Question:-  What final step can be taken to put your firm's customer service above that of all others?
Answer:-  d. Follow up with customers after the fact to make sure they are happy with the resolution.


Question:-  Which of the following would be a potential segmenting factor for customers?
Answer:-  d.All of the above


Question:-  Which of the following would a customer not expect from a customer service agent?
Answer:-  b. Rudeness


Question:-  What should be the ultimate goal of problem solving with the customer?
Answer:-  d.To make them happy


Question:-  What is meant by a "care token"?
Answer:-  b.A gesture made by the company to retain a customer after his/her having experienced bad customer service


Question:-  What should be the first thing to be done in problem solving?
Answer:-  a. Verify the information the customer has provided and any additional facts if required.


Question:-  What should be done with an irate customer after they have vented out and explained their situation?
Answer:-  b.Express empathy.


Question:-  What is the importance of customer oriented goodwill?
Answer:-  d.It puts the company ahead of the competitors in respect of customer service.


Question:-  Why do customers feel the need of some control in working to resolve an issue with a company?
Answer:-  a. They feel they are getting more for their money.


Question:-  What is the first step in dealing with a customer when he/she is irate?
Answer:-  d.Let the customer give vent to his/her feelings and do not try to interrupt him/her.


Question:-  What is the advantage of email based customer service?
Answer:-  b.It provides an easy reference to past communication with the client.


Question:-  Which of the following would be the best way to offer customer service online?
Answer:-  d.To make company phone number available online


Question:-  What is the purpose of FAQ's (frequently asked questions)?
Answer:-  d.To answer questions customers often have so they can easily find the answer without having to ask


Question:-  How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?
Answer:-  c.Information can be distributed via the CRM system for sending the same message to all the customers in the same group.


Question:-  Which of the following would be considered going the extra mile in resolving a past customer service issue?
Answer:-  c.Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem


Question:-  Why do the customers' needs change according to the nature of the situation?
Answer:-  a.People are fickle and want different things even in the same situation depending on different occasions.


Question:-  Why should a firm say they are sorry even if they feel the customer is wrong?
Answer:-  c.The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.


Question:-  How can a company create an atmosphere of continuous improvement and have employees who strive to perform?
Answer:-  b.By making it mandatory for the employees to attend company meetings


Question:-  What would be a good opening line in replying to an irate customer's email?
Answer:-  c.Thank you for your email, we are sorry to hear about the problem you have.


Question:-  How important is the tone of voice when talking to someone on the phone?
Answer:-  a.Extremely important


Question:-  What is the disadvantage of email based customer service?
Answer:-  d.It is unemotional and doesn't always allow the customer to convey the importance of their question or issue.


Question:-  What general rule does phone etiquette require customer service representatives to follow?
Answer:-  a.Ask the other party how you can help them.


Question:-  What is a continuous improvement plan?
Answer:-  a.A predetermined plan to continually help the employees keep themselves informed of the company's latest initiatives in order ultimately to make themselves better at customer service


Question:-  What should be said to a customer when putting them on hold?
Answer:-  d.Tell them they need to hold for several minutes.


Question:-  How can a company's online ordering process be made more customer friendly?
Answer:-  c.Place ads on the order page for additional products.


Question:-  What is meant by taking a top down approach to creating a strategy?
Answer:-  c.Starting by building strategies upwards from the customer level


Question:-  What would be the two needs of a customer when visiting a theme park?
Answer:-  c. Efficiency and Seriousness


Question:-  Which of the following would be a measurable aspect of customer service?
Answer:-  b.An overall customer satisfaction rating of 90%


Question:-  Which of the following is a customer need?
Answer:-  c.Friendly customer service


Question:-  What does CRM software allow a company to do?
Answer:-  d.Create a one to one relationship with each customer

Elance - Cisco skill Test Answers 2017

Elance - Cisco skill Test Answers 2017

Question:-  What is the number of collision domains on a 16 port switch?
Answer:-  d.16


Question:-  Which encapsulation method will you choose if you want to connect to cisco router and a non cisco router with a serial connection?
Answer:-  a.HDLC


Question:-  Which of the following devices can be connected using rollover cable?
Answer:-  e. Router Console Port to PC COM Port


Question:-  Which of the following switches support both isl and 802.1Q encapsulation methods.
Answer:-  c. 3560


Question:-  Which two factors are used by default for calculation of metric by EIGRP?
Answer:-  a. Bandwidth
e. delay


Question:-  If interface Ethernet 0 is showing that is a administratively down, what you will do to turn it on?
Answer:-  c. Execute ‘no shutdown’ command


Question:-  The question is based upon the figure shown below
Refer to the diagram
Host A is not able to communicate with Host B. Router A can communicate with Host B. What could be the problem?
Answer:-  b. Router A’s Ethernet 0 IP address in incorrect


Question:-  Which command will you use to configure IP address on an interface?
Answer:-  d. Router(config-if)# ip address 192.168.1.1. 255.255.255.0


Question:-  How many bearer(B) and data(D) channel/s are there in a standard ISDN BRI service?
Answer:-  a. 2B +1D Channel


Question:-  Which of the following are examples of the Data Link Layer?
Answer:-  a. Token ring
c. Ethernet
d MAC


Question:-  How many Broadcast Domains are there if two switches are connected to each other using a trunk link?
Answer:-  b. 1


Question:-  What is the full form of ISDN?
Answer:-  d. Integrated Services Digital Network


Question:-  Which of the following is a valid unicast IP address?
Answer:-  b. 224.5.7.1


Question:-  Routing protocols use a method to advertise many networks as one network to others routers. What is that method called?
Answer:-  b. Summarization


Question:-  In which of the following network, are DR and BDR elected in OSPF?
Answer:-  c. Nonbroadcast multi-access


Question:-  Which of the following services can be used to set up a database of MAC addresses that can be used for dynamic addressing of VLANs?
Answer:-  b. VMPS


Question:-  Which of the following routing protocol are Cisco proprietary?”
Answer:-  a. IGRP


Question:-  Which command will apply access-list 150 on interface e0 in outbound direction?
Answer:-  d.  Router(config-if)# ip access-group 150 out


Question:-  What is the maximum speed supported y a standard ISDN BRI?
Answer:-  b.128 kbps


Question:-  Which of the following routing protocols are distance vector routing protocols?
Answer:-  b. RIP

Question:-  If UDP receive datagrams that are not in sequence, what will it do?
Answer:-  a. It will drop datagrams that are not in sequence


Question:-  Which command will disable CDP on a router?
Answer:-  a. No cdp run


Question:-  You made some changes in your router’s configuration and executed the following command.
          Router#copy run start
When you restarted your router it went into the Setup mode. What is the problem?
Answer:-  c. The value of configuration register is set to 0×2142


Question:-  Which of the following devices can be connected using a straight cable?
Answer:-  a. Hub & switch


Question:-  What is the command to show Frame relay map table?
Answer:-  d. Router#show frame-relay map


Question:-  Which is the command for copying a router’s IOS to TFTP server?
Answer:-  c. copy flash: tftp


Question:-  Different routing protocols use different methods to calculate the distance to a network. What is that method called?
Answer:-  b.Metric


Question:-  Which command is used to encrypt all the passwords of a router?
Answer:-  b. service password-encryption


Question:-  What is the OUI portion of MAC address B4-3F-95-5F-1D-09 in binary?
Answer:-  a. 10110100-00111111-10010101


Question:-  Which is the commend to view all available commands in the mode you are working in?
b.?
What is the maximum number of subnets (usable) that you can create in a class B network?
Answer:-  c. 65536


Question:-  Which of the following must be configured on a switch to segment Broadcast Domain?
Answer:-  c. VLAN


Question:-  What is the administrative distance (ad) of OSPF?
Answer:-  c. 110


Question:-  What is the speed of a T1 line?
Answer:-  d. 1.544 Mbps


Question:-   What does CSMA/CD stand for?
Answer:-  b. Carrier Sense Multiple Access/ Collision Deterence


Question:-   What will happen if you declare interface as passive interface in igrp routing protocol?
Answer:-  b. the router will stop sending any dynamic updates but can still receive updates


Question:-  Which layer of OSI model encapsulates packets into frame?
Answer:-  b. Data link layer


Question:-  What is the correct order of data encapsulation in OSI model?
Answer:-  d. Data, segment, packet, frame, bit


Question:-  Which of the following cables is not prone to electrical interference?
Answer:-  c. Fibre Optic


Question:-  Which of the following commands will you use to enable RIP version 2 on your router?
Answer:-  b. Router(config-router)#version 2


Question:-  On which layer of the OSI model do TCP & UDP work?
Answer:-  a. Transport layer


Question:-  What is the maximum number of hosts allowed on subnet 172.16.50.75/22?
Answer:-  b. 1022


Question:-  Which two statement are true about CHAP authentication method?
Answer:-  d. It sends authentication messages periodically during the connection


Question:-  Which is the following devices break up a broadcast domain by default?
Answer:-  c. router


Question:-  What should be the value of configuration register in a router to boot IOS image stored in ROM?
Answer:-  b. 0×2101


Question:-  What is the maximum number of paths supported by IGRP for load balancing?
Answer:-  b.six


Question:-  Which of the following statements is true regarding VLAN 1?
Answer:-  a.It is default VLAN


Question:-  You are not able to create a new VLAN and cannot delete or change existing vlan on switch
Answer:-  c.The switch is in VTP client mode


Question:-  What is the decimal equivalent of binary 11001110?
Answer:-  c.206


Question:-  At which layer of OSI Model does a router work?
Answer:-  a.network layer
In which of the following modes does a switch not participate in VTP domain, but still forward VTP advertisement by trunk links?
d. Transparent


Question:-  Which of the following are frame relay LMI types?
Answer:-  b. Cisco
d. Q933A


Question:-  Which of the following ranges are reserved as private address?
Answer:-  a. 192.168.0.0 – 192.168.255.255
c. 10.0.0.0 – 10.255.255.255
d. 172.16.0.0 – 172.31.255.255


Question:-  What is the network ID of IP address 172.16.40.0/20?
Answer:-  c.172.16.32.0


Question:-  What is the binary value of 157?
Answer:-  d. 10011101


Question:-  Which of the following services can be used to set up a database of MAC addresses that can be used for dynamic addressing of VLANs?
Answer:-  b. VMPS


Question:-  What is the main purpose of creating VLANs?
Answer:-  c. They break up the broadcast domain


Question:-  Which command will you use to view sending and receiving of RIP update packets that normally run at the background?
Answer:-  c. Router#debug ip rip

Question:-  Which is the c ommand to delete the configuration stored in NVRAM?
b. Erase startup


Question:-  If you set bandwidth of 64 kbps on an interface, what will be it’s cost in OSPF?
b. 1562


Question:-  Which command will disable CDP on a router?
Answer:-  a. No cdp run


Question:-  Which command is used to disable domain lookup?
Answer:-  a. No ip domain-lookup


Question:-  How many access control list can be applied on an interface?
Answer:-  a. One access control list in each direction for each protocol


Question:-  Which of the following statements are true for inter VLAN communication?
Answer:-  d. All of the above


Question:-  Which statement is true about RID(Router ID) in OSPF?
Answer:-  b. It is the highest IP address of all configured loopback interfaces


Question:-  Which command will you execute to see whether the cable attached with your router’s Serial 0 is DCE or DTE?
Answer:-  a. Show controllers serial 0


Question:-  Which of the following switching methods forward the frame after reading the destination MAC address only?
Answer:-  b.Cut-through


Question:-  Which of the following frame-tagging methods can be used for creating a trunk link between Cisco and Non Cisco switches?
Answer:-  d. IEFT


Question:-  Which of the following  are store in RAM?
Answer:-  b. Running-config
c. Routing table


Question:-  Which of the following provides routing protocol support for IPX. Appletalk and IP
networks simultaneously?
Answer:-  d. EIGRP


Question:-  Which of the following commands show Cisco IOS image file name?
Answer:-  a. Show startup
c. Show version


Which protocol is used to find the MAC address of a device whose IP address is known?
Answer:-  a. ARP


Question:-  Which command will you execute to use 16 subnets of a class C network with subnet mask of 255.255.255.240?
Answer:-  d.Router(config)#ip subnet-zero


Question:-  Which of the following command is used to set console password?
Answer:-  d. Router(config-line)#password abc


Question:-  Which of the following VLANs is recommended by Cisco to be used as an administrative VLAN?
Answer:-  a. VLAN 0


Question:-  You executed the following command on your router.
      Router(config)#router ospf 15
Which command will you execute next to complete OSPF configuration on your router?
Answer:-  c. Router(config-router)# network 172.16.0.0. 0.0.255.255 area 5

Question:-  If you have a subnet mask of /26 for class c network, how many subnets and host per subnet will you get?
Answer:-  a. 4 network  and 62 hosts


Question:-  Which one of the following addresses can be used as a host address for the subnet 192.168.50.16/28
Answer:-  d. 192.168.50.30


Question:-  Which is the command to configure q933a as frame relay LMI type?
Answer:-  c.. Router(config-if)#frame-relay lmi-type q933a


Question:-  If UDP receive datagrams that are not in sequence, what will it do?
Answer:-  a. It will drop datagrams that are not in sequence


Question:-  Which of the following devices can be connected using a straight cable?
Answer:-  a. Hub & switch


Question:-  What is the command to configure PPP encapsulation on serial 0?
Answer:-  c. Router(config-if)encapsulation ppp


Question:-  What is the default value of bridge priority on Cisco switches?
Answer:-  c. 32768


Question:-  What is the default value of flush timer in IGRP?
Answer:-  a. 630 seconds


Question:-  If a router has been configured for static routing, IGRP, OSPF, EIGRP and RIP with their default values, which routing will the router use to send data?
Answer:-  e Static Routing


Question:-  What do you understand from the following commands?
Access-list 110 deny tcp 192.168.10.0 0.0.0. 255 any eq 21
Access-list 110 permit ip any any
Answer:-  c. This access-list denies any FTP traffic from network 192.168.10.0 255.255.255.0


Question:-  This question is based upon the figure shown below
Which of the following subnet masks should you use on Router A and Router B serial links so that there is minimum wastage of IP addresses?
Answer:-  e. 255.255.255.254


Question:-  Which of the following addresses is reserved for loopback tests?
Answer:-  d. 127.0.0.1


Question:-  What is the binary value of hex BF?
Answer:-  b. 10111111


Question:-  Which of the following routing protocols are not classless routing protocols?
Answer:-  c. IGRP
d. RIP v1


Question:-  Which of the following routing protocols support VLSM?
Answer:-  b. RIP v2
d. EIGRP
e. OSPF

Question:-  Which command is used to view IP routing table?
Answer:-  c.Show ip route


Question:-  Which command is used to view the list of all active connections made to the console and VTY ports of your router?
Answer:-  d. Show users


Question:-  Which command/s will you use to configure static routing on a router?a. Router(config)# ip route static
Answer:-  c. Router(config)# ip route 10.0.0.0 255.0.0.0 172.16.0.1


Question:-  Which of the following is a Multicast Address?
Answer:-  d. 224.10.1.7


Question:-  Which command is used to configure the configuration-register of a router?
Answer:-  a. Router(config)# config-register 0×2102


Question:-  Which of the following Protocols work on Application Layer of OSI model?
Answer:-  a. HTTP
b. FTP


Question:-  What is the  default number of commands that a router can show if you execute ‘show history’ command?
Answer:-  b. 10


Question:-  Which of the following devices is used to connect a non ISDN device with an ISDN network?
Answer:-  c. TA


Question:-  Which key combination is used to interrupt the boot sequence of a route?
Answer:-  c. Ctrl + Break


Question:-  What is the hop count limit for OSPF?
Answer:-  d. None


Question:-  State whether True or False
You can only create that number of VLANs which are equivalent to the number of ports on a switch
Answer:-  a. True


Question:-  How many bits of a MAC address are used by OUI portion?
Answer:-  c. 24 bits


Question:-  Which two authentication methods can be used with PPP links?
Answer:-  a. CHAP
c. PAP


Question:-  State whether True of False
You have two routers connected with point-to-point links using different encapsulation methods. They will be able to communicate with each other.
Answer:-  b. False


Question:-  Which of the following things are stored in RAM?
Answer:-  d. All of the above


Question:-  Which protocol uses port number 23?
Answer:-  c. Telnet


Question:-  In which of the following memories is Mini-OS or boot loader of a router stored?
Answer:-  b. ROM


Question:-  Which type of NAT uses different ports to map multiple IP addresses to a single global IP address?
Answer:-  b. NAT with overloading


Question:-  Which information is exchanged by Cisco devices on which CDP is running?
Answer:-  d. Capabilities List


Question:-  What is the speed of ISDN PRI service with 30B + 1D channel?
Answer:-  a. 2.048 Mpbs


Question:-  Which is the default mode of operation in a VTP domain for all catalyst switches?a. Client
Answer:-  b. Server


Question:-  This Question is based upon the figure shown below
which subnet mask will you use to fulfill the requirement of all the departments if you are using a class C network?
Answer:-  c. 255.255.255.224