A+ Review Quizzes Ch3

Question 1

Correct

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Match the Best Answer

Works on site, closely interacting with users, and is responsible for ongoing PC maintenance

PC support technician

Goes to a customer site in response to a service call and, if possible, repairs the PC on site

PC service technician

Those responsible for selling computers and related equipment Technical retail associate

Works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them

Bench technician

Provides telephone or online support Help-desk technician

Software that is designed and written to help solve problems Expert system

Entered into the call-tracking system and stays open until the issue is resolved

Ticket

Technical language that only technical people can understand Jargon

Initial letters that stand for words Acronyms

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The correct answer is: Works on site, closely interacting with users, and is responsible for ongoing PC maintenance – PC support technician, Goes to a customer site in response to a service call and, if possible, repairs the PC on site – PC service technician, Those responsible for selling computers and related equipment – Technical retail associate, Works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them – Bench technician, Provides telephone or online support – Help-desk technician, Software that is designed and written to help solve problems – Expert system,

Entered into the call-tracking system and stays open until the issue is resolved – Ticket, Technical language that only technical people can understand – Jargon, Initial letters that stand for words – Acronyms.

Question 2

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A ____ is responsible for the PC before trouble occurs.

Select one:

a. PC hardware technician

b. PC software technician

c. PC support technician

d. technical support technician

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The correct answer is: PC support technician.

Question 3

Correct

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

Select one:

a. Security+

b. Computing Technology Industry Association

c. Internet Engineering Task Force

d. Computer Technology Information Association

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The correct answer is: Computing Technology Industry Association.

Question 4

Correct

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

Select one:

a. Security+ Certification

b. Network+ Certification

c. Hardware+ Certification

d. A+ Certification

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The correct answer is: A+ Certification.

Question 5

Correct

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

Select one:

a. ticket

b. request

c. rule

d. order

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The correct answer is: ticket.

Question 6

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

Select one:

a. genial

b. on time

c. prepared

d. courteous

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The correct answer is: prepared.

Question 7

Correct

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

Select one:

a. External

b. Partner

c. Adjunct

d. Internal

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The correct answer is: Internal.

Question 8

Correct

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

Select one:

a. Internal

b. External

c. Partner

d. Related

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The correct answer is: External.

Question 9

Correct

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

Select one:

a. heart

b. head

c. intellect

d. language

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The correct answer is: heart.

Question 10

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

Select one:

a. the amount of time

b. the solution

c. the problem

d. him or her

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The correct answer is: him or her.

Question 11

Correct

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

Select one:

a. Regional

b. Social

c. Cultural

d. Language

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The correct answer is: Cultural.

Question 12

Correct

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

Select one:

a. Taking ownership of

b. Ceding responsibility for

c. Relinquishing control of

d. Passing on

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The correct answer is: Taking ownership of.

Question 13

Correct

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

Select one:

a. instincts

b. plan

c. script

d. phone voice

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The correct answer is: plan.

Question 14

Correct

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

Select one:

a. positive attitude

b. clean uniform

c. smile

d. handshake

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The correct answer is: handshake.

Question 15

Correct

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Troubleshooting begins by ____.

Select one:

a. assessing the computer

b. interviewing the user

c. reading the work order

d. understanding the procedure

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The correct answer is: interviewing the user.

Question 16

Correct

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

Select one:

a. expectations

b. goals

c. requirements

d. objectives

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The correct answer is: expectations.

Question 17

Correct

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

Select one:

a. reprimanding

b. correcting

c. educating

d. disciplining

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The correct answer is: educating.

Question 18

Correct

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

Select one:

a. Web

b. Phone

c. Face-to-face

d. Remote

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The correct answer is: Phone.

Question 19

Correct

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

Select one:

a. Attitude

b. Arrogance

c. Patience

d. Objectivity

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The correct answer is: Patience.

Question 20

Correct

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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.

Select one:

a. delegate

b. recommend

c. downgrade

d. escalate

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The correct answer is: escalate.

Question 21

Correct

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

Select one:

a. to-do lists

b. plans

c. ticket lists

d. task lists

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The correct answer is: to-do lists.

Question 22

Correct

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The best way to give bad news is ____.

Select one:

a. email

b. face to face

c. telephone

d. text message

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The correct answer is: face to face.

Question 23

Correct

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

Select one:

True

False

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The correct answer is 'False'.

Question 24

Correct

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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.

Select one:

True

False

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The correct answer is 'True'.

Question 25

Correct

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

Select one:

True

False

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The correct answer is 'False'.

Question 26

Correct

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

Select one:

True

False

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The correct answer is 'True'.

Question 27

Correct

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The support technician decides when the work is done.

Select one:

True

False

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The correct answer is 'False'.