单选题A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）A Transfer the customer to another technician, who can allocate more time to the issue.B Maintain

第1题：

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）

• A、End the call quickly, even if a solution has not been found.
• B、Ask the caller to call back in a while.
• C、Put the caller on hold briefly and take a deep breath.
• D、Pass the caller to another support representative.

第2题：

A customer states their computer was fine until yesterday when they heard a pop noise and thecomputer stopped working. Which of the following components should the technician test FIRST?（）

• A、Main system board
• B、Processor
• C、Hard disk drive
• D、Power supply

第3题：

Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?（）

• A、The technician should always bend at the waist and lift with their arms.
• B、The technician should seek assistance from an available customer.
• C、The technician should always bend at the waist and lift with their back.
• D、The technician should get assistance from another technician.

第4题：

A client has called with concerns that their computer problem has not been resolved by the onsite technician who has left. As the technicians supervisor， which of the following is the BEST course of action in this situation？（）

• A、Tell the client that they will need to place another service call.
• B、Ask the client if they would like to discuss their computer problems in more detail.
• C、Tell the client that another technician will be sent out.
• D、Inform the client that the problem will be resolved by the onsite technician at another time.

第5题：

After moving files from one folder to another, the technician cannot access them. Which of the following MUST the technician do to regain access to these files?（）

• A、In folder options, select show hidden files and folders.
• B、Perform the transfer again.
• C、Reboot the system; access will be reset automatically.
• D、Take ownership of the files.

第6题：

A technician has replaced a video card with another manufacturer’s video card. The driverinstallation does not complete. Which of the following steps should the technician take FIRST?（）

• A、Roll back the driver.
• B、Install the original video card and reboot.
• C、Delete the monitor.
• D、Remove the video card and reboot.

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第13题：

A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）

• A、Ask another technician who has worked with this computer previously to learn about any other prior issues.
• B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
• C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
• D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

第14题：

While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）

• A、Ask the customer permission to put them on hold and listen politely to the co-workers stories.
• B、Put the customer on hold just for a few minutes and join the conversation.
• C、Forward the customer to another technician and join the conversation.
• D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

第15题：

A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）

• A、Transfer the customer to another technician, who can allocate more time to the issue.
• B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
• C、Listen to what the customer has to say and calmly recommend the best course of action.
• D、Use technical language to demonstrate knowledge and expertise to the customer.

第16题：

A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

• A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
• B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
• C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
• D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

第17题：

Which of the following describes the BEST course of action when a user continuously calls atechnician with computer issues instead of the helpdesk?（）

• A、Put all other work orders on hold and assist the user with all their computer issues.
• B、Have another technician take over support calls for this user.
• C、Explain that the user needs to fill out a work order for the computer problems.
• D、Ask the user to call another technician for more in-depth assistance.

第18题：

A client asks a technician to add a DVD+R burner to a computer system. The technician does this and successfully tests the drive. Three weeks later， the client calls and says that the burner is no longer working. The technician learns that the drive reads CDs and DVDs， but will no longer burn DVDs. When arriving on site， what is the FIRST action that the technician should take？（）

• A、check for a faulty IDE cable
• B、be sure that the DVD+R is formatted before using it
• C、check for incompatible media
• D、re-install the DVD burning software

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