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单选题
A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）
A
Transfer the customer to another technician, who can allocate more time to the issue.
B
Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
C
Listen to what the customer has to say and calmly recommend the best course of action.
D
Use technical language to demonstrate knowledge and expertise to the customer.
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更多 “单选题A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）A Transfer the customer to another technician, who can allocate more time to the issue.B Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.C Listen to what the customer has to say and calmly recommend the best course of action.D Use technical language to demonstrate knowledge and expertise to the customer.” 相关考题
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Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.21. Whom do angry customers tend to aim their dissatisfaction and complaints at?A. Staff members.B. Company managers.C. Those who accompany them.22. When a customer shouts rudely at you, you should().A. arg1e back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer23. The underlined sentence “Use your ears more than your mouth” means().A. Your mouth is not more important for you than your ears.B. You should listen more than you speak.C. You should talk more than you listen.24. When dealing with an angry customer, which is NOT the right attitude?A. Be concerned.B. Be patient.C. Be amused.25. Which of the following statements is true according to the passage?A. When the customers complain, you neednt listen carefully.B. You neednt say sorry to those angry customers.C. You should relax yourself and try to understand the angry customers.
考题
A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?()
A. Transfer the customer to another technician, who can allocate more time to the issue.B. Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.C. Listen to what the customer has to say and calmly recommend the best course of action.D. Use technical language to demonstrate knowledge and expertise to the customer.
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A customer wants to consolidate storage from four IBM System p servers and one large IBM System i server on a high end disk subsystem. The customer does not have a SAN installed. The customer will require approximately 24 TB of capacity for System p and 20 TB of capacity for System i. The customer states that performance of the System i system is most important. Capacity， multi-path access， and replication functions are important for the System p servers. Which solution best satisfies the customer requirements（）A、IBM DS8700 with 600 GB drives for the System p， 300 GB/15k drives for Systemi； and advanced functions for System p capacityB、IBM DS8700 with LPAR， 300 GB/15k drives and RAID 10 for Systemi； and 600GB drives with RAID 5 and advanced functions for System p capacityC、IBM DS8700 with advanced functions， 300 GB/15k drives and RAID 10 for Systemi performance； and 600 GB drives and RAID 5 for System p capacityD、IBM DS5100 with Enhanced Remote Mirror， 600GB/15k drives and RAID 5 for System p； and 300GB/15k drives and RAID 10 for Systemi
考题
A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）A、Transfer the customer to another technician, who can allocate more time to the issue.B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.C、Listen to what the customer has to say and calmly recommend the best course of action.D、Use technical language to demonstrate knowledge and expertise to the customer.
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A customer with an IBM SAN Volume Controller attached to Windows servers calls their BusinessPartner storage specialist asking for configuration assistance. What is the appropriate response？（）A、contact an IBM Customer EngineerB、send a Service Support Representative （SSR）C、recommend purchase of a Support Line contractD、engage a Field Technical Sales Support （FTSS）
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Which of the following commands should be used to observe the number of system calls per second? （）A、 sar B、 iostat C、 svmon D、 vmstat
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An IBM XIV system with nine modules and 2 TB disks is being proposed to a customer who needs to increase disk capacity in the data center. The customer is concerned about data growth andcost after the initial purchase. Which of the following factors of the solution should be stressed to the customer to address data growth?（）A、the XIV system can be scaled by the addition of modulesB、XIV offers thin provisioning for all available host operating systemsC、reduced operating costs will pay for another XIV system in less than two yearsD、the management GUI allows the administrator tovirtualize the entire storage system quickly
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考题
Which of the following commands displays the number of system calls per second that are being executed？（）A、 sarB、 pstatC、 iostatD、 filemon
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考题
Which of the following customer environments is addressed by IBM System Storage N series gateways?（）A、 a customer with CIFS, NFS and GPFS requirements B、 a customer wanting to natively implement Easy Tier C、 a customer who has large block sequential write requirements D、 a customer who needs to consolidate multiple storage controllers under one managementinterface
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A customer is looking at an Oracle eBusiness solution. They would like to know what hardware they will need for the solution. They have some preliminary information from Oracle, including hardware requirements and specifics for their environment. Which of the following should be done next?（）A、Configure a 2 node x3950 X5 B、Customer needs a System p server to support Oracle applications C、Download the Oracle eBusiness sizing questionnaire from IBM, fill out with customer and submit to IBM for System x sizing D、Configure a system that meets the minimum requirements
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A Sales Specialist receives an email from a customer， requesting information on IBM’s best Server Consolidation solution. How should the Sales Specialist proceed？ （）A、Send the customer information on VMwareB、Send the customer information on IBM BladeCenter C、Call the customer to ask why they are consolidatingD、Send the customer information on IBM System P
考题
A customer indicates that a system is experiencing printing problems. After checking the system, and successfully printing, no problem has been found. Which of the following procedures should be performed next to further clarify the problem?（）A、 Reboot the system.B、 Check the file system sizes.C、 Have the customer repeat the task to recreate the problem.D、 Inform the customer that no problems were found， and to call back if the problem reoccurs.
考题
Which of the following situations would suggest to a System x Sales Specialist that the customer could benefit from an iSCSI solution？（）A、The customer is looking for a fibre SAN solution to increase reliability and performance.B、The customer wants to implement an energy-efficient solution to comply with their Go Green initiative.C、The customer is cost-conscious and is looking for a centralized storage solution.D、The customer is a large telecommunications firm and is looking to centralize storage for all their System x，System p，and mainframe servers.
考题
A large customer location world-wide needs to remotely update UEFI Firmware on their systems. Which function of IBM System Director will help this customer？（）A、Automation ManagerB、Update ManagerC、System Maintenance and Update ToolD、Service and Support Manager
考题
单选题An IBM XIV system with nine modules and 2 TB disks is being proposed to a customer who needs to increase disk capacity in the data center. The customer is concerned about data growth andcost after the initial purchase. Which of the following factors of the solution should be stressed to the customer to address data growth?（）A
the XIV system can be scaled by the addition of modulesB
XIV offers thin provisioning for all available host operating systemsC
reduced operating costs will pay for another XIV system in less than two yearsD
the management GUI allows the administrator tovirtualize the entire storage system quickly
考题
单选题A customer wants to consolidate storage from four IBM System p servers and one large IBM System i server. The customer does not have a SAN installed. The customer will require approximately 4 TB for System p and 3 TB for System i. The customer states that performance and isolation of the System i system is most important. Capacity， multi-path access， and replication functions are important for the System p servers. Which solution best satisfies the customer requirements（）A
IBM System Storage DS8100 with 300 GB drives for the System p， 73 GB/15k drives for System i， and advanced functions for System p capacityB
IBM System Storage DS8300 with LPAR， 73 GB/15k drives for System i， and 300 GB drives and advanced functions for System p capacityC
IBM System Storage DS6800 with direct attach， 73 GB/15k drives for System i performance， and 300 GB drives and advanced functions for System pD
IBM System Storage DS6800 with LPAR， 146 GB/15k drives for System i， 500 GB FATA drives for System p
考题
单选题Which of the following customer environments is addressed by IBM System Storage N series gateways?（）A
a customer with CIFS, NFS and GPFS requirements B
a customer wanting to natively implement Easy Tier C
a customer who has large block sequential write requirements D
a customer who needs to consolidate multiple storage controllers under one managementinterface
考题
单选题A customer indicates that a system is experiencing printing problems. After checking the system, and successfully printing, no problem has been found. Which of the following procedures should be performed next to further clarify the problem?（）A
Reboot the system.B
Check the file system sizes.C
Have the customer repeat the task to recreate the problem.D
Inform the customer that no problems were found， and to call back if the problem reoccurs.
考题
单选题Your best customer calls in with a last-minute need for the BTU/HR or the heat output per server， per hour for a rack of x3650 servers. What IBM tool will you use to get your answer quickly？（）A
System x Sales Configuration Aid （xSCA）B
BladeCenter System x Power ConfiguratorC
Configuration Options Guide - （COG）D
IBM Sizing Guides
考题
单选题A customer would like to implement an IBM System Storage DS8000 solution. A Capacity Magic study has determined that 500 drives of 450 GB are required to meet the customer’s capacity requirements. Limited space is available for additional systems in the data center. Which solution best meets the customer’s requirements（）A
DS8800 system with three framesB
DS8800 system with one frameC
DS8700 system with two framesD
DS8800 system with two frames
考题
单选题Which of the following situations would suggest to a System x Sales Specialist that the customer could benefit from an iSCSI solution？（）A
The customer is looking for a fibre SAN solution to increase reliability and performance.B
The customer wants to implement an energy-efficient solution to comply with their Go Green initiative.C
The customer is cost-conscious and is looking for a centralized storage solution.D
The customer is a large telecommunications firm and is looking to centralize storage for all their System x，System p，and mainframe servers.
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