Helpdesk Basic Skill Test

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| By Erin Farissier
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Erin Farissier
Community Contributor
Quizzes Created: 1 | Total Attempts: 2,213
Questions: 48 | Attempts: 2,213

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Helpdesk Basic Skill Test - Quiz

A test to determine whether or not you are a fit for this type of roll.


Questions and Answers
  • 1. 

    An IP address is best defined as...

    • A.

      An IP Address is a unique number consisting of 4 parts separated by dots (eg: 217.247.84.89) asociated with every system connected to a network

    • B.

      Internet Provider Address. The address of a company that provides individuals and other companies access to the Internet.

    • C.

      The location of Internet Packets measured in kilobytes on a network.

    • D.

      All of the above.

    Correct Answer
    A. An IP Address is a unique number consisting of 4 parts separated by dots (eg: 217.247.84.89) asociated with every system connected to a network
    Explanation
    An IP address is a unique numerical label assigned to each device connected to a computer network that uses the Internet Protocol for communication. It consists of four parts separated by dots, such as 217.247.84.89. This address is associated with every system connected to a network, allowing them to communicate with each other and be identified on the network. Therefore, the correct answer is that an IP address is a unique number consisting of four parts separated by dots, associated with every system connected to a network.

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  • 2. 

    Malware is best defined as...

    • A.

      A computer program designed to protect the operating system from viruses.

    • B.

      Microsoft Arithmetic LAN software. Software run in the background of any Windows based computer system used to manage network connections

    • C.

      Software designed to infiltrate or damage a computer system without the owner's informed consent.

    • D.

      None of the above.

    Correct Answer
    C. Software designed to infiltrate or damage a computer system without the owner's informed consent.
    Explanation
    Malware is software that is specifically created to infiltrate or harm a computer system without the knowledge or consent of the owner. It is different from antivirus software, which is designed to protect the operating system from viruses. Microsoft Arithmetic LAN software is unrelated to malware, as it is a specific type of software developed by Microsoft. Therefore, the correct answer is that malware is software designed to infiltrate or damage a computer system without the owner's informed consent.

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  • 3. 

    Which one of the following best defines the term Operating System?

    • A.

      The software that allows computer users to run applications with the hardware of a specific system. Microsoft® Windows® or Apple® Computer's OS are examples of operating systems.

    • B.

      The master control program that manages a computer's internal functions and provides a means of control to the computer's operations and file system.

    • C.

      The software that manages the hardware and software interface of a computer.

    • D.

      All of the above.

    Correct Answer
    D. All of the above.
    Explanation
    The term "Operating System" can be defined as all of the above options. It refers to the software that allows computer users to run applications with the hardware of a specific system, manages a computer's internal functions and provides control to its operations and file system, and also manages the hardware and software interface of a computer. Examples of operating systems include Microsoft® Windows® and Apple® Computer's OS.

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  • 4. 

    Which one is not an output device?

    • A.

      Printer

    • B.

      Monitor

    • C.

      Modem

    • D.

      Keyboard

    Correct Answer
    D. Keyboard
    Explanation
    A keyboard is not an output device because it is used for inputting data into a computer rather than displaying or producing output. Output devices, such as printers and monitors, are used to display or produce information from the computer. A modem is also not an output device, but rather a device used for connecting a computer to the internet.

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  • 5. 

    One MB is equal to...

    • A.

      One thousand bytes

    • B.

      1 billion bytes

    • C.

      The amount of RAM in every computer

    • D.

      1024KB

    Correct Answer
    D. 1024KB
    Explanation
    The correct answer is 1024KB because in computer systems, the storage capacity is typically measured in binary units. 1 kilobyte (KB) is equal to 1024 bytes, so 1 megabyte (MB) would be equal to 1024KB.

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  • 6. 

    Select the 3 graphics files from the list below.

    • A.

      Untitled.nfo

    • B.

      Untitled.jpg

    • C.

      Untitled.bmp

    • D.

      Untitled.ogg

    • E.

      Untitled.tiff

    Correct Answer(s)
    B. Untitled.jpg
    C. Untitled.bmp
    E. Untitled.tiff
    Explanation
    The correct answer is to select the graphics files from the list, which are untitled.jpg, untitled.bmp, and untitled.tiff. These file extensions (.jpg, .bmp, and .tiff) are commonly used for storing graphic images, while the other file extension (.nfo) is typically used for storing text-based information and the file extension (.ogg) is used for audio files.

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  • 7. 

    Select the URL from the list below.

    Correct Answer
    B. Http://www.yahoo.com
    Explanation
    The correct answer is http://www.yahoo.com because it is the only option that is a valid URL. The other options are an email address ([email protected]), a file path (D:\downloads\standard), and an IP address (192.168.0.1), which are not URLs.

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  • 8. 

    Which of the following programs is not an email client.

    • A.

      Microsoft Outlook 2003

    • B.

      Windows Live Mail

    • C.

      Mozilla Firefox

    • D.

      Outlook Express 6

    Correct Answer
    C. Mozilla Firefox
    Explanation
    Mozilla Firefox is a web browser, not an email client. While it does have some email-related features such as the ability to access webmail services, it is primarily designed for browsing the internet and does not have the full functionality of a dedicated email client like Microsoft Outlook, Windows Live Mail, or Outlook Express.

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  • 9. 

    A modem is best defined as...

    • A.

      A device that allows you to connect your PC to to an internet service.

    • B.

      A piece of computer software that is used to browse the web. (eg: internet explorer)

    • C.

      An interconnected group of computers.

    • D.

      A program that prevents other people on the Internet from accessing your computer and your files.

    Correct Answer
    A. A device that allows you to connect your PC to to an internet service.
    Explanation
    A modem is a device that enables a computer to connect to the internet service. It acts as a bridge between the computer and the internet service provider, allowing data to be transmitted and received over telephone or cable lines. Modems can be connected to a computer via Ethernet, USB, or wireless connections, providing internet access to the user.

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  • 10. 

    What is the shortcut for PASTE?

    • A.

      Ctrl + P

    • B.

      Ctrl + V

    • C.

      Ctrl + C

    • D.

      Caps Lock + V

    Correct Answer
    B. Ctrl + V
    Explanation
    The shortcut for PASTE is Ctrl + V. This combination is commonly used in computer applications to paste content that has been copied or cut. By pressing Ctrl + V, the selected content is inserted at the current cursor position.

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  • 11. 

    Which is not an operating system?

    • A.

      DOS

    • B.

      Windows

    • C.

      MS-Word

    • D.

      LINUX

    Correct Answer
    C. MS-Word
    Explanation
    MS-Word is not an operating system. It is a word processing software developed by Microsoft. Operating systems, on the other hand, are software that manage computer hardware and software resources and provide services for computer programs. Examples of operating systems include DOS, Windows, and LINUX.

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  • 12. 

    The brain of the computer. This part does the calculation, moving and processing of information.

    • A.

      CPU

    • B.

      RAM

    • C.

      Motherboard

    • D.

      Hard drive

    Correct Answer
    A. CPU
    Explanation
    The CPU, or Central Processing Unit, is often referred to as the "brain" of the computer because it is responsible for executing instructions and performing calculations. It processes and interprets instructions from the computer's memory, performs arithmetic and logical operations, and controls the flow of data between different components of the computer. The CPU is crucial for the overall performance and speed of the computer, as it determines how quickly tasks can be executed and how efficiently the computer can handle complex operations.

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  • 13. 

    What does "www" stand for?

    • A.

      Wide World Web

    • B.

      Winding Web World

    • C.

      World Wide Web

    • D.

      None of the above

    Correct Answer
    C. World Wide Web
    Explanation
    The correct answer is "World Wide Web". The term "www" stands for World Wide Web, which is a system of interconnected documents and other resources, linked by hyperlinks and URLs. It is a global information space that allows users to access and share information over the internet.

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  • 14. 

    What is this computer component?

    • A.

      Video Card

    • B.

      Sound Card

    • C.

      RAM

    • D.

      Network Interface Card

    Correct Answer
    D. Network Interface Card
    Explanation
    A network interface card (NIC) is a computer component that allows a computer to connect to a network. It provides the necessary hardware and software to enable communication between the computer and other devices on the network. This card is responsible for transmitting and receiving data over a network, allowing the computer to access resources, such as the internet, and share files or information with other devices on the network.

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  • 15. 

    What is this computer component?

    • A.

      RAM

    • B.

      CPU

    • C.

      Hard Disk

    • D.

      Motherboard

    Correct Answer
    B. CPU
    Explanation
    The correct answer is CPU. CPU stands for Central Processing Unit, which is a crucial computer component responsible for executing instructions and performing calculations. It is often referred to as the "brain" of the computer as it carries out the majority of the processing tasks. RAM (Random Access Memory) is a type of computer memory, the hard disk is a storage device, and the motherboard is the main circuit board connecting all the components of the computer.

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  • 16. 

    What is this computer component?

    • A.

      Hard drive

    • B.

      CPU

    • C.

      Chassis

    • D.

      Motherboard

    Correct Answer
    C. Chassis
    Explanation
    The correct answer is chassis. A chassis refers to the physical frame or housing of a computer system. It provides structural support and protection for the internal components, such as the motherboard, hard drive, and CPU. The chassis also typically includes slots and bays for adding additional components, such as optical drives or expansion cards. Therefore, the chassis is the correct answer as it encompasses the overall physical structure of the computer.

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  • 17. 

    What is this device?

    • A.

      Modem

    • B.

      Wireless Router

    • C.

      Video Card

    • D.

      Motherboard

    Correct Answer
    B. Wireless Router
    Explanation
    A wireless router is a device that allows multiple devices to connect to a network and access the internet wirelessly. It acts as a central hub, transmitting data between the devices and the internet. This device is commonly used in homes and offices to provide internet connectivity to various devices such as laptops, smartphones, and smart home devices. It uses Wi-Fi technology to create a wireless network, eliminating the need for physical cables.

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  • 18. 

    What is the function of this device?

    • A.

      It performs all the arithmetic, logical operations of computer.

    • B.

      It is very high speed short term storage that CPU uses to store information temporarily. After the computer is turned off, any data stored will be lost.

    • C.

      It is used to store large amounts of data in a computer system, data is retained on this device even when the computer is turned off.

    • D.

      It is is used to generate and output images onto the display.

    Correct Answer
    C. It is used to store large amounts of data in a computer system, data is retained on this device even when the computer is turned off.
    Explanation
    The correct answer is "It is used to store large amounts of data in a computer system, data is retained on this device even when the computer is turned off." This answer accurately describes the function of a storage device in a computer system. Storage devices are used to store large amounts of data, and the data remains on the device even when the computer is powered off. This is in contrast to temporary storage devices like RAM, which lose their data when the computer is turned off.

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  • 19. 

    This is a measurement of speed over a network.

    • A.

      Megabytes

    • B.

      Bits

    • C.

      Megahertz

    • D.

      Megabits per second.

    Correct Answer
    D. Megabits per second.
    Explanation
    Megabits per second is the correct answer because it is a common unit used to measure the speed of data transfer over a network. Megabytes, bits, and megahertz are not suitable units for measuring network speed. Megabits per second represents the amount of data that can be transmitted in one second, making it the appropriate measurement for network speed.

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  • 20. 

    Bandwidth

    • A.

      The speed at which data can be transferred from the server to the client.

    • B.

      A measurement of how much information can be carried in a given time period (usually a second) over a wired or wireless communications link.

    • C.

      A unit of information or computer storage equal to one billion bytes.

    • D.

      None of the above.

    Correct Answer
    B. A measurement of how much information can be carried in a given time period (usually a second) over a wired or wireless communications link.
    Explanation
    Bandwidth refers to the measurement of how much information can be carried in a given time period, typically a second, over a wired or wireless communications link. It is not related to the speed at which data is transferred from the server to the client, nor is it a unit of information or computer storage equal to one billion bytes. Therefore, the correct answer is that bandwidth is a measurement of how much information can be carried in a given time period over a communications link.

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  • 21. 

    Download

    • A.

      A unit of information or computer storage equal to either 1,024 bytes (2 to the 10th power) or 1,000 bytes (10 to the 3rd power), depending on context

    • B.

      When you transmit data from your PC to another computer.

    • C.

      A local area network which uses high frequency radio signals to send and receive data over short distances.

    • D.

      When data is received on your PC. This includes, but is not limited to, viewing webpages, receiving e-mail, watching videos, getting movies, getting music and email attachments.

    Correct Answer
    D. When data is received on your PC. This includes, but is not limited to, viewing webpages, receiving e-mail, watching videos, getting movies, getting music and email attachments.
    Explanation
    The correct answer explains that the term "download" refers to the process of receiving data on your PC. This can include various activities such as viewing webpages, receiving emails, watching videos, getting movies, getting music, and downloading email attachments. The answer does not include the statement "The correct answer is" as requested.

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  • 22. 

    Ping

    • A.

      A measurement of data transferred to your local station from a specific network source.

    • B.

      A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the Network Interface Card (NIC) of the computer.

    • C.

      A sound used for testing your computer speakers.

    • D.

      None of the above.

    Correct Answer
    B. A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the Network Interface Card (NIC) of the computer.
    Explanation
    Ping is a computer network tool that is used to test the connectivity between a host and a network. It is commonly used to check whether a particular host is reachable across an IP network. Additionally, it can also be used to perform a self-test on the Network Interface Card (NIC) of a computer. The tool sends a small packet of data to the target host and waits for a response, allowing users to determine if the host is accessible or if there are any network connectivity issues.

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  • 23. 

    Which operating system was the successor to Windows 98?

    • A.

      Windows Vista

    • B.

      Windows XP

    • C.

      Windows ME

    • D.

      Windows CE

    Correct Answer
    C. Windows ME
    Explanation
    Windows ME, also known as Windows Millennium Edition, was the successor to Windows 98. It was released by Microsoft in the year 2000 and was designed for home computer users. Windows ME introduced various enhancements and new features compared to its predecessor, such as system restore, improved multimedia capabilities, and better support for digital devices. However, it was not as stable or popular as other Windows operating systems, and it was eventually replaced by Windows XP.

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  • 24. 

    Which of the following is not an internet browser?

    • A.

      Safari

    • B.

      Firefox

    • C.

      Opera

    • D.

      Thunderbird

    Correct Answer
    D. Thunderbird
    Explanation
    Thunderbird is not an internet browser, but rather an email client developed by Mozilla. It is used for managing email accounts and sending/receiving emails. Unlike Safari, Firefox, and Opera which are all popular internet browsers, Thunderbird does not have the capability to browse the internet.

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  • 25. 

    The internet was invented by

    • A.

      Bill Gates

    • B.

      The US Department of Defense

    • C.

      Steve Jobs

    • D.

      Albert Einstein

    Correct Answer
    B. The US Department of Defense
    Explanation
    The US Department of Defense is credited with inventing the internet. In the late 1960s, the Advanced Research Projects Agency (ARPA), a division of the Department of Defense, developed ARPANET, the precursor to the internet. ARPANET was the first network to use packet switching, a method that allowed data to be divided into small packets and sent across multiple paths simultaneously. This groundbreaking technology laid the foundation for the modern internet as we know it today. While individuals like Bill Gates, Steve Jobs, and Albert Einstein have made significant contributions to technology and science, they were not directly responsible for inventing the internet.

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  • 26. 

    Ping is a term for?

    • A.

      A measurement of data transferred to your local station from a specific network source.

    • B.

      A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the Network Interface Card (NIC) of the computer.

    • C.

      A sound used for testing your computer speakers.

    • D.

      None of the above.

    Correct Answer
    B. A computer network tool used to test whether a particular host is reachable across an IP network; it is also used to self test the Network Interface Card (NIC) of the computer.
    Explanation
    Ping is a computer network tool that is used to test the reachability of a particular host across an IP network. It sends a small packet of data to the host and waits for a response. If a response is received, it indicates that the host is reachable. Ping is also used to self-test the Network Interface Card (NIC) of the computer, ensuring that it is functioning properly.

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  • 27. 

    IP: Internet ____

    Correct Answer
    protocol
    Explanation
    The term "IP" stands for Internet Protocol. In the context of computer networks, a protocol refers to a set of rules and guidelines that govern the communication between devices. Therefore, the correct answer for this question is "protocol," as it completes the phrase "Internet ____" and accurately describes the role of IP in facilitating communication over the internet.

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  • 28. 

    In Word, you can jump to the start of a document by pressing Ctrl+Home

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Pressing Ctrl+Home in Word allows you to jump to the start of a document. This keyboard shortcut is a quick and efficient way to navigate to the beginning of a document, saving time and effort compared to manually scrolling or using the mouse.

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  • 29. 

    HTML: HyperText ____ Language

    Correct Answer
    markup
    Explanation
    HTML stands for HyperText Markup Language. Markup refers to the process of adding tags to text in order to define its structure and presentation on the web. HTML uses tags to mark elements such as headings, paragraphs, links, and images, allowing web browsers to interpret and display the content correctly. Therefore, the correct answer is "markup" as it accurately describes the purpose of HTML.

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  • 30. 

    FTP: ____ Transfer Protocol

    Correct Answer
    File
    Explanation
    The correct answer is "File" because FTP stands for File Transfer Protocol. FTP is a standard network protocol used for transferring files from one host to another over a TCP-based network, such as the internet. It allows users to upload, download, and manage files on a remote server.

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  • 31. 

    FTP is a search engine

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
  • 32. 

    Excel displays the error value '######' when it doesn't recognise the text you've entered into a formula

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Excel displays the error value '######' when the content of a cell is too long to be displayed within the width of the cell. It is not related to the recognition of text in a formula.

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  • 33. 

    DHCP: Dynamic _____ Configuration Protocol

    Correct Answer
    host
    Explanation
    DHCP stands for Dynamic Host Configuration Protocol. This protocol is used to automatically assign IP addresses and other network configuration settings to devices on a network. By using DHCP, network administrators can easily manage and allocate IP addresses without manually configuring each device. Therefore, the correct answer is "host" as it refers to the devices that are being assigned IP addresses and network configurations through DHCP.

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  • 34. 

    CRM: Client _____ Management

    Correct Answer
    relationship
    Explanation
    The correct answer is "relationship" because CRM stands for Customer Relationship Management. CRM is a strategy that focuses on building and maintaining strong relationships with clients. It involves managing interactions, communications, and data related to customers in order to improve customer satisfaction and loyalty.

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  • 35. 

    AD: Active ______

    Correct Answer
    directory
    Explanation
    The correct answer is "directory" because the term "active" suggests that it is referring to a type of directory that is currently in use or being updated. A directory is a list or database that contains information or references to other files or resources. Therefore, an "active directory" would likely be a directory that is actively being accessed or modified.

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  • 36. 

     Fragmentation of data on computer hard disk causes it to work faster than before?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Fragmentation of data on a computer hard disk actually slows down its performance, rather than making it work faster. When data is fragmented, it is scattered across different physical locations on the disk, causing the read/write heads to move more frequently and take longer to retrieve the data. This results in slower access times and decreased overall efficiency. To optimize performance, it is recommended to regularly defragment the hard disk, which rearranges fragmented data and improves its accessibility.

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  • 37. 

    What type of connector is used to plug a telephone line into a modem?

    • A.

      COM1

    • B.

      RJ-11

    • C.

      RJ-45

    • D.

      RJ-10

    Correct Answer
    B. RJ-11
    Explanation
    The correct answer is RJ-11. RJ-11 is a type of connector commonly used to plug a telephone line into a modem. It has four or six pins and is smaller in size compared to RJ-45, which is used for Ethernet connections. RJ-10 is not a commonly used connector type. COM1 is not a connector type but rather a communication port on a computer.

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  • 38. 

    The rules for exchanging data between computers are called

    • A.

      Interconnections

    • B.

      Synchronous packages

    • C.

      protocols

    • D.

      data transmission synchronization

    Correct Answer
    C. protocols
    Explanation
    Protocols are the rules or guidelines that govern the exchange of data between computers. They define the format, timing, sequencing, and error control for data transmission. Protocols ensure that data is transmitted accurately and efficiently across different networks and systems. They enable computers to communicate and understand each other's data, ensuring compatibility and interoperability. Thus, protocols are the correct answer to the question.

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  • 39. 

    Each computer on the Internet has a unique numeric address called a(n)

    • A.

      domain address

    • B.

      protocol address

    • C.

      IP address

    • D.

      Web address

    Correct Answer
    C. IP address
    Explanation
    An IP address is a unique numeric address assigned to each computer on the Internet. It is used to identify and locate devices on a network. Unlike domain addresses, which are used to identify websites, or protocol addresses, which are not commonly used terms, an IP address is specifically designed for identifying individual computers. Therefore, the correct answer is IP address.

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  • 40. 

    Two or more computers connected so that they can communicate with each other and share information is called a

    • A.

      Satellite

    • B.

      protocol

    • C.

      broadcast

    • D.

      Network

    Correct Answer
    D. Network
    Explanation
    A network refers to a group of two or more computers that are connected together in order to communicate and share information with each other. This connection allows for the exchange of data, resources, and services among the connected devices. Networks can be established through various means such as wired or wireless connections, and they enable efficient communication and collaboration between computers.

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  • 41. 

    Which of the following TCP/IP protocol is used for transferring electronic mail messages from one machine to another?

    • A.

      FTP

    • B.

      SNMP

    • C.

      SMTP

    • D.

      RPC

    Correct Answer
    C. SMTP
    Explanation
    SMTP (Simple Mail Transfer Protocol) is the correct answer because it is the TCP/IP protocol specifically designed for transferring electronic mail messages from one machine to another. FTP (File Transfer Protocol) is used for transferring files, SNMP (Simple Network Management Protocol) is used for network management, and RPC (Remote Procedure Call) is used for communication between networked computers.

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  • 42. 

    What are the key reasons for customer dissatisfaction? (check all that apply)

    • A.

      Employees who don't listen to what the customer is saying.

    • B.

      Employees who ignore customers completely.

    • C.

      Employees who don't follow up or follow through.

    • D.

      Employees who ask too many questions.

    Correct Answer(s)
    A. Employees who don't listen to what the customer is saying.
    B. Employees who ignore customers completely.
    C. Employees who don't follow up or follow through.
    Explanation
    The key reasons for customer dissatisfaction include employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors can lead to frustration and a sense of being undervalued by the customer, resulting in dissatisfaction with the overall customer experience.

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  • 43. 

    To understand customers, you need to get close to them, stay tuned in to them, and think like them.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    To effectively understand customers, it is important to establish a close relationship with them, remain attentive to their needs and preferences, and adopt their perspective. This involves actively engaging with customers, listening to their feedback, and empathizing with their experiences. By doing so, businesses can gain valuable insights into customer behavior, preferences, and expectations, which can inform decision-making and lead to improved customer satisfaction and loyalty. Therefore, the statement "To understand customers, you need to get close to them, stay tuned in to them, and think like them" is true.

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  • 44. 

    Giving great customer service is a matter of doing

    Correct Answer
    what your customers want.
    Explanation
    The correct answer is "what your customers want" because providing great customer service involves understanding and fulfilling the needs and expectations of the customers. By identifying and meeting their specific requirements, businesses can ensure customer satisfaction and loyalty. This includes listening to customer feedback, addressing their concerns, and delivering personalized solutions to enhance their overall experience. Ultimately, customer-centricity is crucial in delivering exceptional service and building strong relationships with customers.

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  • 45. 

    As an employee in customer service, how would you learn your business? Check all that apply.

    • A.

      Learn about your entire company operation.

    • B.

      Learn only those products and services that are related to your job.

    • C.

      Learn about the offerings of your competitors.

    Correct Answer(s)
    A. Learn about your entire company operation.
    C. Learn about the offerings of your competitors.
    Explanation
    As an employee in customer service, it is important to have a comprehensive understanding of your entire company's operation. This includes learning about various departments, processes, and policies within the company, as it enables you to provide accurate and informed assistance to customers. Additionally, learning about the offerings of your competitors is crucial as it allows you to stay updated with the market and better understand how your company's products or services stand out. This knowledge can help you provide effective solutions and recommendations to customers, ultimately enhancing their experience and satisfaction.

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  • 46. 

    Good customer service representatives always (choose all answers that apply)

    • A.

      Listen attentively

    • B.

      Use lots of technical terms

    • C.

      Maintain a positive attitude

    • D.

      Over promise and under deliver

    • E.

      Make most customers feel important

    • F.

      Speak clearly

    Correct Answer(s)
    A. Listen attentively
    C. Maintain a positive attitude
    F. Speak clearly
    Explanation
    Good customer service representatives should listen attentively to customers in order to understand their needs and concerns. They should maintain a positive attitude to create a pleasant and helpful interaction with customers. Speaking clearly is important to ensure effective communication. Using lots of technical terms may confuse customers, and over promising and under delivering can lead to disappointment. Making most customers feel important is also a key aspect of good customer service.

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  • 47. 

    Which of the following is important for you to consider in order to give good customer service? (You can choose multiple answers)

    • A.

      Empathize

    • B.

      Be aware

    • C.

      Listen

    • D.

      Problem solving

    Correct Answer(s)
    A. Empathize
    B. Be aware
    C. Listen
    D. Problem solving
    Explanation
    It is important you can empathize with a customers situation so they feel you understand them. Being aware of your surroundings, when a customer walks in and a customers body language means you can easily adapt appropriately to a situation.
    Listening well means you thoroughly understand what the customer is looking for enabling you to serve them efficiently and to their specific needs.
    Problem solving is an important part of customer service, not everything can go right all the time, but if you know the next steps to take and are willing to find the solutions things become much easier for everyone!

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  • 48. 

    A customer has asked the question you do not know the answer to and cannot find the answer immediately, what should you do? (check all that apply)

    • A.

      Tell them i am sorry i don't know.

    • B.

      Tell them you tried asking your colleagues but they weren't sure, maybe they could try asking them themselves?

    • C.

      Tell them to come back next week

    • D.

      Apologize, take the customers phone number and say you will call them when you have found out.

    Correct Answer(s)
    A. Tell them i am sorry i don't know.
    D. Apologize, take the customers phone number and say you will call them when you have found out.
    Explanation
    Even if you cannot answer a question, or find the right person to ask at the right time, it is essential you let the customer know you are trying and that you won't forget about them, they are just as important to you as everyone else, they are potential business after all!

    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
  • Feb 02, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 08, 2017
    Quiz Created by
    Erin Farissier
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