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| 1 | |
All of the following are part of the computing process except? |
| | A) | input |
| | B) | processing |
| | C) | output |
| | D) | memory |
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| 2 | |
What are the three primary stages of the computing process? |
| | A) | Keyboard, CPU, monitor |
| | B) | input, loading, processing |
| | C) | input, processing, output |
| | D) | processing, displaying, storing |
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| 3 | |
When troubleshooting, what should a tech keep in mind for the best success in finding the solution? |
| | A) | time |
| | B) | migration methods |
| | C) | money |
| | D) | the computing process |
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| 4 | |
You should communicate with users the way you would want them to communicate with you. What is this called? |
| | A) | integrity |
| | B) | confidentiality |
| | C) | positive work flow |
| | D) | respect |
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| 5 | |
What type of communication should you use when communicating with others? |
| | A) | aggressive |
| | B) | assertive |
| | C) | argumentative |
| | D) | passive |
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| 6 | |
When is it acceptable to express anger toward a customer? |
| | A) | after being physically attacked |
| | B) | after seeing the same problem five times |
| | C) | after being verbally attacked |
| | D) | never |
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| 7 | |
A customer is angry. How do you respond? |
| | A) | point out that they are becoming angry |
| | B) | avoid making it personal |
| | C) | ignore the customer |
| | D) | with anger |
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| 8 | |
When would you use the phrase, “Help me understand”? |
| | A) | when the customer is angry |
| | B) | when the customer is defensive |
| | C) | when aggressive communication has failed |
| | D) | when eliciting answers |
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| 9 | |
While at customer’s site, one of the customer’s children is interfering and preventing you from completing the work. What do you do? |
| | A) | ask the parent for help |
| | B) | call your supervisor |
| | C) | leave the job site |
| | D) | babysit the child |
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| 10 | |
What is an FRU? |
| | A) | field replaceable unit |
| | B) | free-reigning usability |
| | C) | failed removable unit |
| | D) | fire reduction utility |
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| 11 | |
Which troubleshooting step involves running the system through its paces? |
| | A) | clean up |
| | B) | document |
| | C) | escalate |
| | D) | evaluate |
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| 12 | |
If you can’t get the computer or peripheral working in a fairly short period of time, what should you do? |
| | A) | clean up |
| | B) | reload |
| | C) | escalate the problem |
| | D) | ask the user to wait while you call your supervisor |
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| 13 | |
Sally has fixed a multitray printer that was jamming. After cleaning it and installing a maintenance kit, she verifies the original problem is no longer present. What else should she do? |
| | A) | clean up and go |
| | B) | reinstall the drivers |
| | C) | tell the customer to be more careful about keeping the printer clean |
| | D) | test all trays |
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| 14 | |
If a user or a technician becomes injured on the job, what should be done? |
| | A) | don’t tell anyone |
| | B) | escalate the problem |
| | C) | escalate Au: same as B. Change to something else? |
| | D) | create an incident report |
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| 15 | |
What’s one of the best things a tech can do when faced with a challenging problem? |
| | A) | give up |
| | B) | get angry |
| | C) | stay positive |
| | D) | accuse the user |
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