Deck 2: Operational Procedures

Question 1

Which one of the following does not emit radio waves?

A) Cell phone
B) Baby monitor
C) Wireless network device
D) Microwave oven
E) Hemostat

Answer 1

E

Question 2

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

Answer 2

D

Question 3

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

Answer 3

Ethic of Reciprocity

Question 4

Completing the __________ protects from worry and litigation.

Question 5

Anti-static wrist straps,mats,and bags are used to prevent _______________.

Question 6

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 7

Speaking clearly and eliciting answers in a non-judgmental and non-accusatory manner are examples of _______________.

Question 8

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

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

Question 9

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

Question 10

To show that you are dependable and responsible,what should you always be?

A) Versatile
B) On time
C) Adaptable
D) Reciprocal

Question 11

Most companies require a signed __________ to perform work.

Question 12

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

A) Document your work
B) Get paid
C) Elicit solutions
D) Elicit answers

Question 13

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

Question 14

What is process of asking questions after a person has described a situation called?

A) Respectful communication
B) Sensitivity awareness
C) Eliciting answers
D) Versatility

Question 15

__________ and __________ can both cause safety issues if not properly attended to while working on equipment.

Question 16

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 17

Which one of the following is not generally included in a typical technician toolkit?

A) Torx→ wrench
B) Philips-head screwdriver
C) Flat-head screwdriver
D) Hammer
E) F: Parts retriever

Question 18

__________ bags help prevent ESD while parts are stored.

Question 19

At the completion of work,you should _______________ the problem and solution and _______________ with the customer.

Question 20

What should you avoid learning at all costs?

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

Question 21

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

Question 22

What should be removed before working on equipment,to reduce risk of electric shock?

Question 23

What item,when left loose,can get caught in equipment fans?

Question 24

Is EMI more dangerous than ESD?

Question 25

What are some examples of equipment that can be affected by radio frequency interference (RFI)?

Question 26

Why must a Work Authorization be accomplished?

Question 27

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

Question 28

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

Question 29

What is the first step in assertive communication?

Question 30

What should sensitive parts be stored in to help prevent damage from ESD?