Deck 2: Operational Procedures

Question 1

What should you avoid learning at all costs?

A)Dependability
B)Customer passwords
C)Versatility
D)Responsibility

Answer 1

B

Question 2

Which phrase best describes the process of asking questions once a person has described a situation?

A)Respectful communication
B)Sensitivity awareness
C)Eliciting answers
D)Showing versatility

Answer 2

C

Question 3

Which tool is generally included in a typical technician toolkit?

A)Crescent wrench
B)Hammer
C)Measuring tape
D)Parts retriever
E)Measuring tape

Answer 3

D

Question 4

What is the first step of the troubleshooting theory?

A)Identify the problem.
B)Establish theory of probable cause.
C)Test the theory.
D)Verify full system functionality.

Question 5

If a user or a technician becomes injured on the job, what should be done?

A)Keep the incident private.
B)Escalate the problem.
C)Establish a theory of probable cause.
D)Create an incident report.

Question 6

What is an important item to a technician that usually contains a Torx wrench, a Phillips-head screwdriver, a pair of plastic tweezers, and a hemostat?

A)Tech toolkit
B)Boot bag
C)FRU box
D)ZIP tote

Question 7

If a theory is not confirmed during troubleshooting, what is the technician's next step?

A)Make changes
B)Implement the solution
C)Establish a new theory or escalate
D)Verify full functionality

Question 8

Most companies require a signed _______________ to perform work.

Question 9

You should respect other people's property and follow the _______________, also known as the Golden Rule.

Question 10

To show that you are dependable, you should always be _______________.

A)versatile
B)on time
C)adaptable
D)reciprocal

Question 11

Regarding an onsite accident, what kind of report should detail what happened and where it happened?

A)Down time
B)Formalized
C)Incident
D)Performance

Question 12

Which one of the following is not an assertive fact-seeking question?

A)When did it last work?
B)Has software or hardware changed recently?
C)What did you do to cause the problem?
D)What applications were running when it locked up?

Question 13

What is the most important thing you should do at the completion of any work?

A)Document your work.
B)Ask to be paid.
C)Elicit solutions.
D)Elicit answers.

Question 14

_______________ means to tell the truth and _______________ means to do the right thing.

Question 15

How do you show users the error of their ways without creating anger or conflict?

A)Using a stern tone of voice
B)Electrical potential
C)Doing their job for them
D)Assertive communication

Question 16

When engaging with a user, explaining a situation clearly and eliciting answers in a non-judgmental and non-accusatory manner are examples of _______________.

Question 17

Who should you contact if you notice dangerous cables or other hazardous materials at a customer site?

A)Your boss
B)Hasmat
C)MSDS
D)Building services

Question 18

What action is always recommended before making any major changes to a critical system?

A)Test your theory.
B)Add more RAM.
C)Make backups.
D)Reboot using Low Resolution mode.

Question 19

What do antistatic mats and wrist straps use to prevent anti-static charges from racing through devices?

A)Extractors
B)Resistors
C)Potential depressors
D)Multimeters

Question 20

Which device or appliance emits radio waves?

A)Toaster
B)Refrigerator
C)Cordless drill
D)Microwave oven
E)Hemostat

Question 21

When building out a computer space and cutting drywall, wear a(n) _______________ for breathing protection.

Question 22

The _______________ follows a set of steps to diagnose and fix a computer.

Question 23

Should you build customer confidence and trust in your technical abilities by memorizing customer passwords and confidential document locations?

Question 24

While attempting to identify the problem, you should _______________ the user and identify user changes to the computer.

Question 25

As a tech, the last step of every troubleshooting job should be to document your findings, _______________, and _______________.

Question 26

What should you do if a coworker calls you for assistance while you are working with a customer?

Question 27

Briefly describe the manner in which sensitive parts should be stored to help prevent damage from ESD.

Question 28

Taking a moment to touch the power supply before working on a computer and every once in a while as you work to keep yourself at the same electrical potential as the computer is a method of _______________.

Question 29

Is EMI more dangerous than ESD? Explain.

Question 30

What is the first step in assertive communication?

Question 31

After you test a theory to determine cause, you should establish a(n) ____________________ to resolve the problem and implement a solution.

Question 32

Antistatic wrist straps, mats, and bags are used to prevent _______________.

Question 33

The best way to verify _______________ is to have the user do whatever she needs to do on the repaired system for a few minutes while you watch.

Question 34

What are the keys to effective relationships when dealing with customers?

Question 35

What information is included in a Work Authorization form?

Question 36

At the completion of work, you should _______________ the problem and solution and _______________ up with the customer to verify satisfaction.

Question 37

_______________ bags help prevent ESD while parts are stored.

Question 38

_______________ can affect PC speakers and wireless networks, among other equipment.

Question 39

What environmental conditions increase the risk of ESD?

Question 40

What is the best way to prevent RFI?

Question 41

Briefly describe escalation.

Question 42

What is the best way to verify full system functionality?

Question 43

Good techs bring essential software tools to every troubleshooting scenario.Name two types of tasks performed by software in a troubleshooting situation.

Question 44

If you have long hair, why might you consider tying it back in a pony-tail?

Question 45

What are the six major steps in troubleshooting?

Question 46

List three tools found in a typical technician toolkit.

Question 47

At what stage of the troubleshooting theory process should backups be performed?

Question 48

What is a critical preventive measure to consider in almost every case?