What does the 'drop rate' on calls refer to?

Which section of the population at a university would a helpdesk ideally serve?

You are handling calls for a travel agency which wants to promote family tours. The price is $500 per adult, with a 20% discount for children and a 40% discount for senior citizens. A 10% tax is applicable to each of these. What is the travel cost for a family of 5 consisting of 2 adults, 2 children and 1 senior citizen?

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

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

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?

Which term describe the practice of letting the customer know what format your sales conversation will take before you start your sales talk?

You are asked to make a call to all the distributors of your company's product to apprise them of a new pricing offer. The first call you make connects you to the answering machine. What would be the most appropriate message for you to record?

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

Which e-mail etiquette styles do you consider important?

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?