TK0-201 Free Practice Test

- (Topic 3)
During an extensive needs analysis, the training group discovers that the organization's call center team is failing to mention add-on products and there are a large number of customer calls which are either abandoned or escalateto call center managers. The marketing area is adamant that call center agents refer to the add-on products in order to increase sales. In designing a training solution, the FIRST step should be to:

1. A. Review or revisit call center standards.
2. B. Create a special session just for the managers.
3. C. Provide a cheat sheet for the add-on products.
4. D. Monitor the agents for a week to truly understand their world.

Correct Answer: A

- (Topic 5)
Which of the following is the MOST effective instructional media to offer trainees to keep them engaged during instruction?

1. A. Survey
2. B. Activity handouts
3. C. Instructor’s guide
4. D. Website

Correct Answer: B

- (Topic 4)
Two students begin questioning an instructor at the same time. Which student should be allowed to proceed FIRST?

1. A. The instructor should randomly choose
2. B. The student who arrived late
3. C. The female should be given priority
4. D. The most insistent of the two

Correct Answer: A

- (Topic 4)
The BEST way for an instructor to provide an introduction to the course content is to:

1. A. Hand out course evaluations.
2. B. Summarize the topics discussed.
3. C. Conduct a course overview.
4. D. Give examples on specific topics.

Correct Answer: C

- (Topic 3)
A class has just finished a group assignment. To save time and generate immediate feedback, the instructor has the groups exchange the assignments for grading. This is an example of:

1. A. Providing opportunities for learner and group banter.
2. B. Encouraging interactions respectful of individual learners.
3. C. Reconciling learner discrepancies as a group.
4. D. Communicating learner performance with other groups.

Correct Answer: B