单选题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

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 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：

A technician is dispatched to install additional RAM in a computer. The technician unplugs thesystem from the power source, and removes the cover of the PC. Which of the following shouldthe technician do NEXT?（）

• A、Update the BIOS for compatibility.
• B、Put on an ESD strap.
• C、Use an anti-static bag to hold the RAM while installing.
• D、Clean out the PC with compressed air.

第6题：

A technician is servicing a customer’s color laser printer and notices excess toner in the printer.Which of the following tools would BEST assist the technician in removing the excess toner?（）

• A、Damp towel
• B、Compressed air
• C、Alcohol wipe
• D、Computer vacuum

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第13题：

A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?（）

• A、Immediately forward the call to the vendor.
• B、Give the information to the caller.
• C、Hang up on the caller immediately and report the call to upper management.
• D、Politely refuse to give the information and end the call.

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 customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）

• A、Ask the customer to wait and answer the phone call.
• B、Talk on the phone while listening to the customer.
• C、Hand the phone to a coworker to answer the call.
• D、Silence the phone and then listen to the customer.

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