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

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

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?

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

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?