Online Access Free CSQA Practice Test

The first step in the Complaint-Resolution Process is:

• A.Establish an action plan
• B.Get on the customer's wavelength
• C.Judge the complaints validity
• D.Gather detailed supporting information

When dealing with a complaint, to get on the same physical wavelength with a client you should:

• A.React positively
• B.All of the above
• C.Provide your undivided attention
• D.Stand if they are standing
• E.Physically show interest

Which is NOT commonly used to develop a baseline?

• A.Expected Defect Counts
• B.Benchmarking
• C.Industry Models
• D.Customer Surveys
• E.Management Established Criteria

Cause-and-Effect Diagrams are also referred to as a:

• A.Why-why Diagram
• B.All of the above
• C.Ishikawa Diagram
• D.Fishbone Diagram
• E.None of the above

A weakness in an information system, which is a point where the software systems are easiest to penetrate, is called a:

• A.Vulnerability
• B.Control
• C.Risk
• D.Exposure
• E.Threat