Deck 3: Working With People in a Technical World

Question 1

____ differences happen because we are from different countries and societies or because of physical handicaps.

A)Regional
B)Social
C)Cultural
D)Language

Answer 1

C

Question 2

A ____ is responsible for the PC before trouble occurs.

A)PC hardware technician
B)PC software technician
C)PC support technician
D)technical support technician

Answer 2

C

Question 3

A help-desk call is the most difficult situation to handle when a customer is not knowledgeable about how to use a computer.

Answer 3

True

Question 4

When working with a customer,your primary job is to satisfy your boss.

Question 5

Most PC support jobs require simply working with hardware and software.

Question 6

The support technician decides when the work is done.

Question 7

____ has industry recognition,so it should be your first choice for certification as a PC technician.

A)Security+ Certification
B)Network+ Certification
C)Hardware+ Certification
D)A+ Certification

Question 8

When you arrive at the customer's site,greet them with a ____.

A)positive attitude
B)clean uniform
C)smile
D)handshake

Question 9

____ customers are your customers who come to you or your company for service.

A)Internal
B)External
C)Partner
D)Related

Question 10

To provide good service,you need to have a good ____ when servicing customers on the phone or online,on site,or in a shop.

A)instincts
B)plan
C)script
D)phone voice

Question 11

Knowing how to effectively work with people in a technical world is one of the most sought-after skills in today's service-oriented work environments.

Question 12

When someone initiates a call for help,the technician starts the process by creating a(n)____.

A)ticket
B)request
C)rule
D)order

Question 13

When you're working with or talking to a customer,focus on ____.

A)the amount of time
B)the solution
C)the problem
D)him or her

Question 14

The most significant certifying organization for PC technicians is the ____.

A)Security+
B)Computing Technology Industry Association
C)Internet Engineering Task Force
D)Computer Technology Information Association

Question 15

Troubleshooting begins by ____.

A)assessing the computer
B)interviewing the user
C)reading the work order
D)understanding the procedure

Question 16

Part of setting ____ is to establish a timeline with your customer for the completion of a project.

A)expectations
B)goals
C)requirements
D)objectives

Question 17

____ a problem increases your value in the eyes of your coworkers and boss.

A)Taking ownership of
B)Ceding responsibility for
C)Relinquishing control of
D)Passing on

Question 18

____ customers are those where you both work for the same company,in which case you might consider the customer your colleague

A)External
B)Partner
C)Adjunct
D)Internal

Question 19

One of the most important ways to achieve customer satisfaction is to do your best by being ____.

A)genial
B)on time
C)prepared
D)courteous

Question 20

To improve your attitude,you must do it from your ____.

A)heart
B)head
C)intellect
D)language

Question 21

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Those responsible for selling computers and related equipment

Question 22

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Software that is designed and written to help solve problems

Question 23

____________________ and advanced degrees serve as recognized proof of competence and achievement,improve your job opportunities,create a higher level of customer confidence,and often qualify you for promotions and other training or degrees.

Question 24

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Entered into the call-tracking system and stays open until the issue is resolved

Question 25

____ is required if the customer must be told each key to press or command button to click.

A)Attitude
B)Arrogance
C)Patience
D)Objectivity

Question 26

A positive and helpful ____________________ helps establish good customer relationships.

Question 27

____ support requires more interaction with customers than any other type of PC support.

A)Web
B)Phone
C)Face-to-face
D)Remote

Question 28

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Initial letters that stand for words

Question 29

The best way to give bad news is ____.

A)email
B)face to face
C)telephone
D)text message

Question 30

Knowing how to ____ a problem to those higher in the support chain is one of the first things you should learn on a new job.

A)delegate
B)recommend
C)downgrade
D)escalate

Question 31

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Provides telephone or online support

Question 32

Probably the most significant indication that a PC technician is doing a good job is that customers are consistently ____________________.

Question 33

As a support technician,your goals can include ____ the user,as well as repairing the computer.

A)reprimanding
B)correcting
C)educating
D)disciplining

Question 34

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Works in a lab environment,might not interact with users of the PCs being repaired,and is not permanently responsible for them

Question 35

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Works on site,closely interacting with users,and is responsible for ongoing PC maintenance

Question 36

Hardware and software products generally have more technical ____________________ than just a user manual.

Question 37

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Goes to a customer site in response to a service call and,if possible,repairs the PC on site

Question 38

Match each term with the correct statement below.
a.Technical retail associate
b.Acronyms
c.Help-desk technician
d.PC support technician
e.Expert system
f.Bench technician
g.Jargon
h.PC service technician
i.Ticket
Technical language that only technical people can understand

Question 39

When a customer complains,be a(n)____________________ listener,and let customers know they are not being ignored.

Question 40

Organize your time by making ____ and sticking with them as best you can.

A)to-do lists
B)plans
C)ticket lists
D)task lists

Question 41

Describe the documentation for onsite support.

Question 42

Describe the role of the bench technician.

Question 43

List four guidelines to follow when working at a users desk.

Question 44

List three tips to work with a customer who is overly confident.

Question 45

Describe the PC support technician role.

Question 46

Describe the role of the technical retail associate.

Question 47

Describe an expert system.

Question 48

Describe the PC service technician role.

Question 49

Describe the role of the help-desk technician.

Question 50

Explain how escalation is most likely done for help-desk support.