What skill is essential for a level one technician to have?

a. the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order
b. the ability to gather relevant information from the customer and pass it to the level two technician so it can be entered into the work order
c. the ability to ask the customer relevant questions, and as soon as this information is included in the work order, escalate it to the level two technician
d. ability to take the work order prepared by the level two technician and try to resolve the problem

For question 1, i'm a bit stuck between serif fonts or large enough type to read. serif fonts are good fonts to use because their easy to read. but you also need your type be large enough to read. if i had to say what you need to consider most important, i would say d is the answer.  for question 3, i believe the answer is d. it seems most appropriate to do that. on every page or every other page would be too much, and only on the contact page just seems inappropriate.  for question 4, it's probably a. by "color scheme" it doesn't mean just one color, but a set of colors. colors that are complimentary to each other. having too many is too distracting so it's best to limit it as much as possible, but not to the point where your website looks dull.hope this !

So is there any ways to explain this better?