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| Section | Weight | Objectives |
|---|---|---|
| Advanced Communication Techniques | 25% | - De-escalation and conflict resolution - Professional telephone and written communication - Active listening and questioning strategies |
| Problem Solving & Service Processes | 25% | - Structured troubleshooting methodology - Escalation procedures and documentation - Following service level agreements (SLAs) |
| Product & Service Knowledge | 25% | - Using internal knowledge bases and tools - HP product support policies and warranties - Identifying upgrade and support options |
| Customer Relationship Management | 25% | - Understanding customer expectations and needs - Building trust and long-term loyalty - Handling difficult and irate customers |
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