Deck 9: Satisfying Customer Needs

Question 1

Which of the following involves assigning a problem to those higher in the support chain?

A) ticket logging
B) problem escalation
C) responsibility passing
D) issue resolution

Answer 1

B

Question 2

Which of the following is documentation that includes what, when, and from whom evidence was collected, the condition of the evidence, and how it was secured?

A) path of possession
B) evidence track
C) paper trail
D) chain of custody

Answer 2

D

Question 3

Which of the following is NOT an important principle to consider when customizing a system?

A) ensure your company can supply all parts
B) meet application requirements
C) balance functionality and budget
D) consider hardware compatibility

Answer 3

A

Question 4

Which job role works in a lab environment and might not interact with users of the PCs being repaired?

A) Help-desk technician
B) Bench technician
C) PC service technician
D) PC support technician

Question 5

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.

Question 6

What should you do when you have a customer that is frequently complaining about your company, products, or services?

A) explain how the customer is being inappropriate and end the conversation
B) inform the customer that you agree and will make suggestions to management
C) allow the customer to vent for a while and apologize as necessary
D) if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on

Question 7

Which of the following is a good practice when working with an overly confident user over the phone?

A) compliment the user's knowledge, insight, and experience
B) keep the conversation moving to place the user at a disadvantage
C) point out the customer's mistakes to shake their confidence
D) use technical jargon that matches or exceeds the customer's use of jargon

Question 8

A PC support technician goes to a customer site in response to a service call.

Question 9

Which of the following should you do after a problem has been completed at an on-site service call?

A) if you restored data, tell the user all their data is fully restored
B) hand the customer the bill and tell him to have a nice day
C) tell the customer that if they contracted for preventive maintenance, these problems wouldn't happen
D) if you changed anything since the last boot, reboot one more time

Question 10

Which of the following is NOT a good practice when working with a computer illiterate user over the phone?

A) frequently ask the customer to tell you what is displayed on the screen
B) don't ask the customer to perform a task that might destroy data
C) before proceeding with the call, tell the customer to put someone else on the line
D) provide step-by-step mouse and keyboard instructions

Question 11

Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?

A) PC support technician
B) PC service technician
C) Bench technician
D) Help-desk technician

Question 12

Which of the following is a good practice when working with a customer on site?

A) if a customer has a document on the screen, it's okay to read it
B) limit use of your cell phone to work-related calls
C) since you are there to help, it's okay to use the customer's phone for important calls
D) inform the user that if you have to leave while they make a phone call, they will have to pay more

Question 13

When working with co-workers and supervisors, which of the following is a good practice?

A) if you have a problem with a co-worker, first discuss it with other co-workers
B) if you need to give bad news or criticism, use email to lessen the blow
C) be professional by putting business matters over personal matters
D) never tell your boss you can't take on a new project, even if it's beyond your skills

Question 14

Which of the following is true about dealing with software and other digital content?

A) if you purchased software, then you own it and can do what you like with it
B) a software license gives you and one other designated person the right to install and use the software
C) the right to copy software belongs to the creator of the work
D) you are prohibited from making a copy of software under any circumstances

Question 15

You should take ownership of a customer's problem as if it is your own problem.

Question 16

When configuring a CAD\CAM workstation, the quality and performance of the graphics card is of paramount importance.

Question 17

Which of the following is likely to be a requirement for a high-end CAD\CAM workstation?

A) a single-core processor with a large cache
B) a motherboard with quad channels for memory and numerous memory slots
C) a PATA hard drive running at least 5400 RPM
D) a moderate video card to balance the pricing on the entire system

Question 18

If you make a mistake that makes the problem worse, it's best to hide the problem until you can resolve it or until you have left the customer site.

Question 19

Which of the following is true about the A+ 2012 certification and exams?

A) after you pass the 220-801 exam, you're A+ certified
B) the A+ certification is not vendor specific
C) the exam is sponsored by Microsoft
D) you need to know about PC hardware, but PC software is covered in a different certification

Question 20

Which of the following is defined as a record of a call for help with a computer problem?

A) token tracker
B) online help database
C) expert system
D) ticket

Question 21

What is an expert system and what is used for?

Question 22

What processor feature might you need to enable in the BIOS if you will be running VMs?

A) HAV
B) hypervisor
C) multi-core
D) VirtualBox

Question 23

The job isn't finished until the ___________________ is done.

Question 24

List two of the three requirements for a desktop computer that will be used to run multiple virtual machines.

Question 25

What is it called when a virtualization server provides a virtual desktop for users on multiple client machines?

A) HAV
B) thin client
C) VDI
D) fat client

Question 26

A ____________________ technician goes to a customer site in response to a service call.

Question 27

Describe the Federal Copyright Act of 1976.

Question 28

List three requirements for a high-end CAD\CAM workstation.

Question 29

What should you do if you cannot solve a problem that you are working on?

Question 30

How do you become A+ certified?

Question 31

Describe a thin client.

Question 32

What is a virtualization server?

Question 33

_________________ sponsors the A+ Certification Program and manages the exams.

Question 34

What is a hypervisor?

A) a program that manages VMs
B) another name for a thin client
C) technology that enhances processor support for VMs
D) a fat client running an HAV

Question 35

What should you do if you are being verbally abused by a customer?

Question 36

A _________________ PC is designed to play and possibly record music, photos, movies, and video on a TV or large monitor screen.

Question 37

Which of the following is NOT a recommendation for a mid-range to high-end audio\video editing workstation?

A) a motherboard that supports at least dual channel memory
B) a Core i7 or higher processor
C) at least 16 GB RAM
D) a 16x single-layer DVD reader

Question 38

Describe a thick client.

Question 39

What is it called when one physical machine hosts multiple activities that are normally done on multiple machines?

A) multiprocessing
B) virtualization
C) multicore
D) redundancy

Question 40

You may need to _________________ a problem if it should be assigned to someone higher in the support chain.