Which of the following is NOT an important CompTIA A+ communication skill?
A) Increase efficiency through the use of acronyms
B) Avoid interrupting customer conversations
C) Clarify customer statements
D) Avoid jargon
Answer: A) Increase efficiency through acronyms
Although it’s useful to use TLAs (Three Letter Acronyms) between professionals, using these vague abbreviations with customers will usually bring confusion and frustration. Keep the lines of communication open with phrases and comments that everyone will understand.
The incorrect answers:
B) Avoid interrupting customer conversations
Although we may be tempted to interrupt as soon as we know an answer, interruptions can be frustrating to the end user. This is an especially important skill over the telephone.
C) Clarify customer statements
If you avoid interrupting customer conversations, then you’ll probably begin to hear some interesting information. In almost every case, you’ll want to qualify the customer’s comments and ask follow-up questions to help gather as much information as possible.
D) Avoid jargon
If you keep the conversation so that everyone is at the same level, you’ll find that the entire troubleshooting process will go much smoother than if you conversed in “technospeak.”
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Want to know more? Watch “The Human Component: Communication.”If you thought the CompTIA A+ certification was only about all-things-technical, then you might be surprised at the latest exam objectives that focus on communication skills. In this video, you’ll learn about three techniques that will allow you to communicate better with customers, fellow technicians, and even people outside of your work environment. |