Dell Certified DSCE exam

[NinjaKobra]

Customer Experience V.2 Test


1. A customer is very upset because his system is down. He says, 'I was told that this system would have 99.9% uptime. If only 99.9% of the planes scheduled to land at the Chicago airport actually landed there, would you find that acceptable?' A good response would be, 'I am sorry, sir. We will try to do better. I will notify my management team for added support.'
a) True
b) False
2. You arrive at a company's payroll department to work on a printer. All around you printers are going 100 miles a minute printing checks for its employees. Upon seeing the nonfunctioning printer, you notice that it seems to have been abused: Plastics are damaged as are internal components. You can see no apparent reason for the damage.

What would be the proper method/methods to handle this situation?
a) Find time for a break and call Dell for additional help to explain the damage.
b) Politely explain to the customer that the damage sustained would not be covered under warranty and that he or she should contact Dell.
c) Tell the customer that in order to fix the system properly, he or she would have to request another service call to cover the other service issues.
d) Call Dell and order replacements for the other broken parts to go beyond the scope of the service call and provide a good customer experience.
3. You arrive at a corporation's data farm to work on a Dimension. A manager of unknown level appears and is very angry. She approaches you and explains that the company is losing $45,000 a second because the system is down.
As she vents, you look at the back of the system and find that it is hooked up to a failover switch that has not failed over. You know that the site is down for the customer, and if the failover had been switched, the Dimension may be working.

What would be the proper method/methods to handle this situation? (Check for all the apply)
a) Tell the customer that while working on the system you noticed it was attached to a failover switch that had not switched over.
b) Listen to her and empathize with her.
c) Use a do/don't statement such as, 'I understand that this downed system is causing you issues, but I do not want to keep you down any longer. I apologize and will get right on it.'
d) Offer to fix the failover for the customer without any training or knowledge on the switch.
4. You arrive for a service call at an IC wafer company that produces processor chips. Once on-site, a company representative asks you to dress in a clean suit while you work on the system which is in a clean room. You gear up and grab your tools.

The customer states, 'Sorry, but you will not be able to enter the clean room with your tools due to contamination. I thought the systems were screwless, though, and it will take us hours to drop the line to remove the system.'

What could you have done to avert this situation? (Check for all the apply)
a) Asked questions about the environment and issues the customer was having on the first contact call.
b) Gone over the upfront contract with the customer.
c) Asked about the area where the system would be worked on.d) Brought a new sealed set of tools to the site.
5. It is a Friday before a three-day holiday weekend. You have made plans to go to the lake and hang out with your friends right after work, but you do not have time to go home and change after your last service call.

What would be a proper outfit to go on-site? (Check for all the apply)
a) Untucked, button-up Hawaiian-print shirt.
b) Slacks or a respectfully long skirt.
c) A button-up shirt or blouse or a polo.
d) Nice blue jeans.
6. Your last call of the day is at a customer's house to work on a Dimension. Having skipped lunch to service another customer's system, you are eating on the way to your last call. Suddenly you have to hit the breaks to avoid hitting another car, causing you to spill you food all over your white button-down shirt.

How could you avoid making a bad first impression when you arrive on-site? (Check for all the apply)
a) Go home and change, knowing you will not make it in the time frame given in the upfront contract.
b) Call the customer and tell him or her that you will be unable to make it due to traffic.
c) Call the customer ahead of time and ensure they understand the situation.
d) Attempt to cover it up.
7. You arrive on location at an office building. An IT specialist is standing over you, watching you disassemble a portable system. However, this system is not one you have ever worked on or seen before.

How could you possibly have avoided this situation? (Check for all the apply)
a) Nothing listed here could have helped.
b) Politely request the customer to give you space to work.
c) Request to take the portable with you to work on it at your office.
d) Discuss the upfront contract with the customer to get vital system information before the service call, and then check the DCSE website for certification and additional information.
8. A customer is very upset after his business burned down. He is clearly concerned about his data. While at the customer's new location fixing a portable, you see that one of the desktop systems may still be good. You should explain to the customer that you could get the old data off the drive for him.
a) True
b) False
9. You arrive for a service call for a customer who recently saw his place of business burn down. While on-site fixing a different system, you look over and see a damaged system that looks intact internally. The customer is clearly worried about his data and older ruined systems.

After you have finished performing the scheduled service, which option/options would create the best customer experience?
a) Tell the customer your service is complete and leave.
b) Empathize with the customer and explain that one of the hard drives may still be good and that services are available for data recovery. Make no promises but encourage the customer to look into it.
c) Express empathy to the customer and offer to work on the damaged systems in your free time because they are more than likely out of warranty now.
d) Empathize with the customer for his loss, but then explain the job performed on-site and close the call.
10. What are some things to make sure of during the upfront contract portion of the call? (Check for all the apply)
a) Explain the processes and procedures you will perform during the service call.
b) Set a narrow time frame (only one or two hours) with the customer for when the service will be performed.
c) Come to an agreement with the customer about what is going to happen during the service call.
d) Confirm the address and contact information.
11. Which of the following are common customer complaints regarding preparation within the documentation? (Check for all the apply)
a) The technician appeared confused.
b) The technician asked to borrow tools.
c) The technician looked unprofessional.
d) The technician had bad breath.
12. A critical difficulty the phone technicians face is?
a) Lack of troubleshooting experience.
b) Inadequate online training.
c) No customer or system information.
d) Inability to see what is going on.
13. First and foremost, you should look at the first contact as the beginning of a contract between you and customer.
a) True
b) False
14. Which of the following are details you should discuss with the customer during the upfront contract? (Check for all the apply)
a) Customer satisfaction survey.
b) Location of the product to be serviced.
c) Room to work on the product.
d) Special needs, such as required security passes.
15. You should always start the service with which of the following? (Check for all the apply)
a) A greeting.
b) Identifying yourself as a Dell representative.
c) A smile.
d) A confirmation of the customer's satisfaction with the service call.
16. Which of the following is considered proper work attire while conducting a Dell service call? (Check for all the apply)
a) Slacks.
b) New T-shirt.
c) Blue jeans.
d) Dress shirt.
17. During the upfront contract portion of the call, it is necessary to get detailed information about the working environment where the computer is located.
a) True
b) False
18. When you are asked by customers for your opinions and even for insider information about Dell and its products, which responses are appropriate? (Check for all the apply)
a) Refrain from talking negatively about Dell or its products.b) Agree with the customer no matter what is said.
c) Give the customer any information you can.
d) Redirect his or her attention to the issue you are there to resolve.
19. When asked about Dell or its competitors products it is appropriate to give your opinion.
a) True
b) False
20. Which of the following are things you are required to provide during a call to the DSP phone technician? (Check for all the apply)
a) Name.
b) I.D. Number.
c) Troubleshooting steps completed.
d) Customer confidential information you view accidentally.