As a technical support rep, Michael is responding to a customer's ...

[vicky]

As a technical support rep, Michael is responding to a customer's question sent to him via e-mail. What should Michael's first task be?
 A) Print the customer's message.
  B) Determine the purpose of the message he will send as a response.
  C) Start composing his reply.
  D) Conduct any necessary research.

Question 2

In the context of analyzing research data, which of the following best describes the role of the median?
 A) The median assists a researcher in understanding the distribution of scores of a study.
  B) The median helps describe the average value of the distribution of scores of a study.
  C) The median helps determine a possible relationship between answers to two different items.
  D) The median reduces quantitative data such as numerous answers to questionnaire items.

[ecox1012]

Answer to Question 1

B

Answer to Question 2

B