单选题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

第1题：

A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）

• A、Perform a full system backup.
• B、Follow up with the customer, verifying satisfaction.
• C、Ask their manager to contact the customer.
• D、Perform a complimentary virus scan.

第2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3题：

After a technician installs a video card, which of the following should the technician configure NEXT?（）

• A、Resolution
• B、Colors
• C、Dots per inch
• D、Refresh rate

第4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5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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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：

When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）

• A、Answer the call and talk to your friend at the customer site.
• B、Answer the call and tell the friend you will call them later.
• C、Let it go to voicemail， call them back between service calls.
• D、Let it ring and call the friend back when the customer leaves.

第15题：

A customer reports that the laser printer produces poor quality printouts. Having arrived onsite, the technician has a discussion with the customer and reviews some examples of their print jobs. Which of the following should the technician do NEXT? （）

• A、Clean the toner cartridge.
• B、Change the paper.
• C、Replace the fuser.
• D、Print a test page.

第16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17题：

A technician is servicing the Human Resource director’s computer which contains payroll software and salary information. Which of the following should the technician do to ensure confidentiality of the payroll information?（）

• A、Backup the confidential data to the technician’s USB drive to ensure nothing is accidently deleted.
• B、Uninstall the payroll software to ensure confidentiality.
• C、Have the director remove sensitive data before the computer will be repaired.
• D、Perform needed repairs while avoiding sensitive data.

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