A+ Essentials Chapter 24
The Complete PC Tech
In this chapter, you will learn how to
• Describe how computers work
• Explain the nuances of dealing with customers
• Implement a troubleshooting methodology
- 1.
While troubleshooting a fairly routine printing problem, the customerexplains in great detail precisely what he was trying to do, what happenedwhen he tried to print, and what he attempted as a fix for the problem. Atwhat point should you interrupt him?
- A.
After he describes the first problem
- B.
As soon as you understand the problem
- C.
As soon as you have a solution
- D.
Never
Correct Answer
D. NeverExplanation
Don’t interrupt customers. Let them tell you what’s happening and then
ask questions.Rate this question:
-
- 2.
While manning the help desk, you get a call from a distraught user who saysshe has a blank screen. What would be a useful follow-up question? (Selecttwo.)
- A.
Is the computer turned on?
- B.
Is the monitor turned on?
- C.
Did you reboot?
- D.
What did you do?
Correct Answer(s)
A. Is the computer turned on?
B. Is the monitor turned on?Explanation
Go for the simple answer first. When faced with a blank screen, check to
see if the computer and the monitor are on.Rate this question:
-
- 3.
While manning the help desk, you get a call from Sharon in accounting. She’slost a file that she knows she saved to her hard drive. Which of the followingstatements would direct Sharon to open her My Documents folder in themost efficient and professional manner?
- A.
Sharon, check My Documents.
- B.
Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let’s look there first. Click the Start button and move the mouse until the cursor hovers over My Documents. Then click the left mouse button and tell me what you see when My Documents opens.
- C.
Probably just defaulted to My Docs. Why don’t you open Excel or whatever program you used to make the file, and then open a document and point it to My Documents.
- D.
Look Sharon, I know you’re clueless when it comes to computers, but how could somebody lose a file? Just open up My Documents, and look there for the file.
Correct Answer
B. Sharon, a lot of programs save files to a default folder, often to a folder called My Documents. Let’s look there first. Click the Start button and move the mouse until the cursor hovers over My Documents. Then click the left mouse button and tell me what you see when My Documents opens.Explanation
Walking customers through the path to a fix, using simple, nontechnical
words, is the best way to accomplish tasks over the phone.Rate this question:
-
- 4.
When is it appropriate to yell at a user?
- A.
When he screws up the second time
- B.
When he interrupts your troubleshooting
- C.
When he screws up the fifth time
- D.
Never
Correct Answer
D. NeverExplanation
Don’t get angry or yell at clients!Rate this question:
-
- 5.
Al in marketing calls for tech support, complaining that he has a dead PC.What is a good first question or questions to begin troubleshooting theproblem?
- A.
Did the computer ever work?
- B.
When did the computer last work?
- C.
When you say “dead,” what do you mean? What happens when you press the power button?
- D.
What did you do?
Correct Answer
C. When you say “dead,” what do you mean? What happens when you press the power button?Explanation
Asking for clarification is a good first step. This is a tough call because A
and B are obviously useful questions that will probably be the second and
third questions you ask!Rate this question:
-
- 6.
While manning the help desk, you get a call from Bryce in Sales complainingthat he can’t print and every time he clicks on the network shared drive, hiscomputer freezes. He says he thinks it’s his hard driver. What would be a goodfollow-up question or statement?
- A.
Bryce, you’re an idiot. Don’t touch anything. I’ll be there in five minutes.
- B.
Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the network shared drive, right?
- C.
First, it’s not a hard driver, but a hard drive. It doesn’t have anything to do with the network share or printing, so that’s just not right.
- D.
When could you last print?
Correct Answer
B. Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the network shared drive, right?Explanation
Similar to question 6, asking for clarification and stating the problem as
you heard it are good follow-up options.Rate this question:
-
- 7.
When troubleshooting a software problem on Phoebe’s computer andlistening to her describe the problem, your beeper goes off. It’s your boss.Which of the following is the most appropriate action for you to take?
- A.
Excuse yourself, walk out of the cube, and use a cell phone to call your boss.
- B.
Pick up Phoebe’s phone and dial your boss’ number.
- C.
Wait until Phoebe finishes her description and then ask to use her phone to call your boss.
- D.
Wait until Phoebe finishes her description and run through any simple fixes; then explain that you need to call your boss on your cell phone.
Correct Answer
D. Wait until Phoebe finishes her description and run through any simple fixes; then explain that you need to call your boss on your cell phone.Explanation
Focus on the customer and don’t use her things!Rate this question:
-
- 8.
You’ve just installed new printer drivers into Roland’s computer for the bignetworked laser printer. What should you do to complete the assignment?
- A.
Document that you installed new printer drivers.
- B.
Tell Roland to print a test page.
- C.
Print a test page and go to the printer to verify the results.
- D.
Print a test page and go to the printer to verify the results. Document that you installed new printer drivers successfully.
Correct Answer
D. Print a test page and go to the printer to verify the results. Document that you installed new printer drivers successfully.Explanation
Always verify the results once you finish troubleshooting. Then document
what you accomplished.Rate this question:
-
- 9.
What’s an FRU?
- A.
Foreign replacement unit—a cheaper part to replace an expensive American-made part
- B.
Field replacement unit—a known good computer part to swap with a suspect part as part of the troubleshooting process
- C.
Free repair unit—a gimmick used by some companies to provide free tech support for the first time customer
- D.
Short for FRU Linux, a Linux distribution
Correct Answer
B. Field replacement unit—a known good computer part to swap with a suspect part as part of the troubleshooting processExplanation
A field replacement unit is a known good computer part.Rate this question:
-
Quiz Review Timeline +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
-
Current Version
-
Mar 18, 2022Quiz Edited by
ProProfs Editorial Team -
Oct 23, 2008Quiz Created by
Darren McMahon
Back to top