A+ Essentials Chapter 24

9 Questions | Total Attempts: 267

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A Plus Essential Quizzes & Trivia

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


Questions and Answers
  • 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

  • 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?

  • 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.

  • 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

  • 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?

  • 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?

  • 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.

  • 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.

  • 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