State whether the following statement is true or false:

The average length of a call is the time required to process a customer call, from the initial receipt to the final closure and does not include the off-phone time.

You attend the phone and the caller tells you that he wants to speak to one of your colleagues. How will you handle the call if your colleague is available at that moment?

What does 'mark-up' mean in sales terminology?

Your office requires you to compile a costing report comprising rows and columns of data along with totals and averages of the columns. Which Software would you ideally use?

Which e-mail etiquette styles do you consider important?

Which is the most important first impression to make on a caller?

What is meant by 'Abandon Rate' in help desk terminology?

Which can increase the chances of your computer becoming infected with a virus?

You are required to send a Word document to your branch office by e-mail. What would you do to ensure that the document reaches the branch office in the same format?

Would you say that technical skills are, on the whole, more important than interpersonal skills when running a helpdesk?

What is the term used for the incoming calls that are logged but not yet resolved?