A+ Review Quizzes Ch3

Question 1 Correct Mark 9 out of 9

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Question text Match the Best Answer

Works on site, closely interacting with users, and is responsible for ongoing PC maintenance Goes to a customer site in response to a service call and, if possible, repairs the PC on site Those responsible for selling computers and related equipment Works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them Provides telephone or online support

PC support technician

PC service technician

Technical retail associate

Bench technician

Help-desk technician

Software that is designed and written to help solve problems Entered into the call-tracking system and stays open until the issue is resolved Technical language that only technical people can understand

Expert system

Ticket

Jargon

Initial letters that stand for words

Feedback

Acronyms

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 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: PC support technician.
Question 3 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: Computing Technology Industry Association.
Question 4 Correct Mark 1 out of 1

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Question text ____ 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 Feedback The correct answer is: A+ Certification.
Question 5 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: ticket.
Question 6 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: prepared.
Question 7 Correct Mark 1 out of 1

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Question text ____ 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 Feedback The correct answer is: Internal.
Question 8 Correct Mark 1 out of 1

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Question text ____ customers are your customers who come to you or your company for service. Select one:

a. Internal b. External c. Partner d. Related Feedback The correct answer is: External.
Question 9 Correct Mark 1 out of 1

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Question text To improve your attitude, you must do it from your ____. Select one: a. heart b. head c. intellect d. language Feedback The correct answer is: heart.
Question 10 Correct Mark 1 out of 1

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Question text When youre 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

Feedback The correct answer is: him or her.

Question 11 Correct Mark 1 out of 1

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Question text ____ 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 Feedback The correct answer is: Cultural.
Question 12 Correct Mark 1 out of 1

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Question text ____ 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 Feedback The correct answer is: Taking ownership of.
Question 13 Correct

Mark 1 out of 1

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Question text 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 Feedback The correct answer is: plan.
Question 14 Correct Mark 1 out of 1

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Question text When you arrive at the customers site, greet them with a ____. Select one: a. positive attitude b. clean uniform c. smile d. handshake Feedback The correct answer is: handshake.
Question 15 Correct Mark 1 out of 1

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Question text Troubleshooting begins by ____. Select one: a. assessing the computer b. interviewing the user c. reading the work order d. understanding the procedure Feedback The correct answer is: interviewing the user.
Question 16 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: expectations.
Question 17 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: educating.
Question 18 Correct Mark 1 out of 1

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Question text ____ 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 Feedback The correct answer is: Phone.
Question 19 Correct Mark 1 out of 1

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Question text ____ 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 Feedback The correct answer is: Patience.

Question 20 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is: escalate.
Question 21 Correct Mark 1 out of 1

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Question text 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 Feedback

The correct answer is: to-do lists.

Question 22 Correct Mark 1 out of 1

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Question text The best way to give bad news is ____. Select one: a. email b. face to face c. telephone d. text message Feedback The correct answer is: face to face.
Question 23 Correct Mark 1 out of 1

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Question text Most PC support jobs require simply working with hardware and software. Select one: True False Feedback The correct answer is 'False'.
Question 24 Correct Mark 1 out of 1

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Question text Knowing how to effectively work with people in a technical world is one of the most sought-after skills in todays service-oriented work environments. Select one: True False Feedback The correct answer is 'True'.
Question 25 Correct Mark 1 out of 1

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Question text When working with a customer, your primary job is to satisfy your boss. Select one: True False Feedback The correct answer is 'False'.
Question 26 Correct Mark 1 out of 1

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Question text 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 Feedback The correct answer is 'True'.

Question 27 Correct Mark 1 out of 1

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Question text The support technician decides when the work is done. Select one: True False Feedback The correct answer is 'False'.