A+ Essentials Chapter 24

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1. When is it appropriate to yell at a user?

When he screws up the second time

When he interrupts your troubleshooting

When he screws up the fifth time

Never

Don’t get angry or yell at clients!

Explanation

Don’t get angry or yell at clients!

About This Quiz

The Complete PC TechIn this chapter, you will learn how to• Describe how computers work• Explain the nuances of dealing with customers• Implement a troubleshooting methodology

2. What first name or nickname would you like us to use?

You may optionally provide this to label your report, leaderboard, or certificate.

2. What’s an FRU?

Foreign replacement unit—a cheaper part to replace an expensiveAmerican-made part

Field replacement unit—a known good computer part to swap with asuspect part as part of the troubleshooting process

Free repair unit—a gimmick used by some companies to provide free techsupport for the first time customer

Short for FRU Linux, a Linux distribution

A field replacement unit is a known good computer part.

Explanation

A field replacement unit is a known good computer part.

3. While manning the help desk, you get a call from Sharon in accounting. She’s
lost a file that she knows she saved to her hard drive. Which of the following
statements would direct Sharon to open her My Documents folder in the
most efficient and professional manner?

Sharon, check My Documents.

Walking customers through the path to a fix, using simple, nontechnical
words, is the best way to accomplish tasks over the phone.

Explanation

Walking customers through the path to a fix, using simple, nontechnical
words, is the best way to accomplish tasks over the phone.

4. While troubleshooting a fairly routine printing problem, the customer
explains in great detail precisely what he was trying to do, what happened
when he tried to print, and what he attempted as a fix for the problem. At
what point should you interrupt him?

After he describes the first problem

As soon as you understand the problem

As soon as you have a solution

Never

Don’t interrupt customers. Let them tell you what’s happening and then
ask questions.

Explanation

Don’t interrupt customers. Let them tell you what’s happening and then
ask questions.

5. You’ve just installed new printer drivers into Roland’s computer for the big
networked laser printer. What should you do to complete the assignment?

Document that you installed new printer drivers.

Tell Roland to print a test page.

Print a test page and go to the printer to verify the results.

Print a test page and go to the printer to verify the results. Document thatyou installed new printer drivers successfully.

Always verify the results once you finish troubleshooting. Then document
what you accomplished.

Explanation

Always verify the results once you finish troubleshooting. Then document
what you accomplished.

6. While manning the help desk, you get a call from Bryce in Sales complaining
that he can’t print and every time he clicks on the network shared drive, his
computer freezes. He says he thinks it’s his hard driver. What would be a good
follow-up question or statement?

Bryce, you’re an idiot. Don’t touch anything. I’ll be there in five minutes.

When could you last print?

Similar to question 6, asking for clarification and stating the problem as
you heard it are good follow-up options.

Explanation

Similar to question 6, asking for clarification and stating the problem as
you heard it are good follow-up options.

7. When troubleshooting a software problem on Phoebe’s computer and
listening 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?

Excuse yourself, walk out of the cube, and use a cell phone to call yourboss.

Pick up Phoebe’s phone and dial your boss’ number.

Wait until Phoebe finishes her description and then ask to use her phoneto call your boss.

Focus on the customer and don’t use her things!

Explanation

Focus on the customer and don’t use her things!

8. 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 the
problem?

Did the computer ever work?

When did the computer last work?

When you say “dead,” what do you mean? What happens when you pressthe power button?

What did you do?

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!

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!

9. While manning the help desk, you get a call from a distraught user who says
she has a blank screen. What would be a useful follow-up question? (Select
two.)

Is the computer turned on?

Is the monitor turned on?

Did you reboot?

What did you do?

Go for the simple answer first. When faced with a blank screen, check to
see if the computer and the monitor are 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.

Submit

Thank you for your feedback!

A+ Essentials Chapter 24

1. When is it appropriate to yell at a user?

2.

What first name or nickname would you like us to use?

2. What’s an FRU?

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?

4. 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?

5. You’ve just installed new printer drivers into Roland’s computer for the bignetworked laser printer. What should you do to complete the assignment?

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?

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?

8. 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?

9. 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.)

3. While manning the help desk, you get a call from Sharon in accounting. She’s
lost a file that she knows she saved to her hard drive. Which of the following
statements would direct Sharon to open her My Documents folder in the
most efficient and professional manner?

4. While troubleshooting a fairly routine printing problem, the customer
explains in great detail precisely what he was trying to do, what happened
when he tried to print, and what he attempted as a fix for the problem. At
what point should you interrupt him?

5. You’ve just installed new printer drivers into Roland’s computer for the big
networked laser printer. What should you do to complete the assignment?

6. While manning the help desk, you get a call from Bryce in Sales complaining
that he can’t print and every time he clicks on the network shared drive, his
computer freezes. He says he thinks it’s his hard driver. What would be a good
follow-up question or statement?

7. When troubleshooting a software problem on Phoebe’s computer and
listening 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?

8. 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 the
problem?

9. While manning the help desk, you get a call from a distraught user who says
she has a blank screen. What would be a useful follow-up question? (Select
two.)