8. Safety and professionalism Flashcards

1
Q

Which is a structured form of listening and responding that focuses the attention on the speaker

A

active listening

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2
Q

What should technicians do if they receive a personal call on tehir mobile phone while servicing a computer at a customer’s residence?

A

Ingore the call and focus on the customer’s problem

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3
Q

What should you do when you do not understand a customer’s probelm while talking to the customer?

A

Ask for clarification if there is something that you did not understand

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4
Q

What should you do when you do not have an answer to the customer’s question?

A

Be honest. Tell the customer that you will find out the answer and report back by calling the customer, if required.

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5
Q

If a person is able to express positive and negative ideas and feelings in an open, honest, and direct way, what would you call this type of behavior?

A

Assertive behavior

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6
Q

If it is impossible to resolve a computer problem when it happens, how should you deal with an angry customer?

A

Take the ownership of resolving the problem and regularly communicate the progress to the customer

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7
Q

What should be the first step when dealing with irate customers?

A

Be an active listener while customers vent their frustration

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8
Q

What should be avoided in communication when dealing with an angry customer?

A

An argument with the customer

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9
Q

When should you transder an angry customer to your supervisor

A

Transferring a customer to a supervisor should only be done if you cannot handle the customer’s problem.

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10
Q

While you are working at a job site, would should you do if you overhear tha tthe company plans to lay off 45 percent of the workforce at that location?

A

Keep the information confidential

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11
Q

What should you do if you encounter confidential information while troubleshooting at a client site?

A

Do not read or disclose the information. If the information is a document, you should turn the document over so that you cannot read the document.

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12
Q

What should you do if a personal item near the work area is interfering with the troubleshooting procedure

A

Ask the customer to remove the personal item.

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13
Q

What should you do if the customer’s child is intefering with the troubleshooting process while you are visiting a customer site?

A

Ask the customer to keep the child away from the work area

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14
Q

As a technician, what should you refer to while explaining the strength of technology to a customer?

A

the manual

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15
Q

Which terms should NOT be used while explaining the strength of technology to a customer?

A

Acronyms and technical jargon

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16
Q

How should you communicate with a customer if you and the customer do not understand a common language

A

Use hand gestures and visual aids to give details.

17
Q

What should you do if you receive an urgent message from your office while working on-site

A

Make a short call to determine the nature of the urgency

18
Q

Whom should you consult if you are working on-site and your customer ask you to perform a task that is not in your scope

A

Your supervisor

19
Q

What should you do to help a customer if your notice that your coworker is unable to provide resolution to custoemr queries and the customer is becoming irritated?

A

Offer your help to the co-worker and the customer.

20
Q

What should you do to prevent your computer from increased voltage or brownouts?

A

Use an interruptible power supply (UPS)

21
Q

Which uniterruptible power supply (UPS) feature provides protection from power surges and power drops?

A

Automatic Voltage Regulation (AVR)

22
Q

You found an exposed electric wire, which can be dangerous for people working near it? What should you do first before repairing the wire?

A

Shut down the electricity

23
Q

Which type of electric current can cause severe damage to computer components while a technician is troubleshooting a hardware device?

A

Electrostatic discharge (ESD)

24
Q

What is the best method to protect network cables from damage due to environmental factors, such as heat and liquid?

A

Cover the cables by using a protective material

25
Q

What should a technician wear to prevent electrostatic discharge (ESD) while installing sensitive memory chips?

A

Wear an anti-static wrist wrap

26
Q

Which type of shoes should you wear while working around electronics?

A

Rubber-soled shoes

27
Q

Which documentation states hazardous nature, ingredients, precautions to follow, health effects, safe handling information, and other important information about chemicals

A

Material Safety Data Sheets (MSDS)

28
Q

Antistatic Bag

A

A bag typically made from plastic polythylene terephthalate (PET) used to store components that are sensitive to electostatic discharge.

29
Q

ESD Mat

A

An electrically grounded mat designed to place computer equipment on while a person is working

30
Q

ESD Strap

A

A device worn by the user on their wrist, ankle, or heel and then attached to a ground source away from sensitive internal components.

31
Q

Faraday Cage

A

An enclosure that protects the components from any electrostatic discharges that occur outside the antistatic bag

32
Q

Self-grounding

A

A situation where you touch a grounded metal object, such as the computer’s chassis, prior to working on sensitive components