Chapter 11 Quiz Flashcards
Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because he has a computer at home with the same problem. The client explains to Jerry that when he fixed the problem, he had to reseat the video card.
What should Jerry do when dealing with the client? (Select all that apply.)
A. Compliment the client on his knowledge.
B. Use computer jargon when talking with the client.
C. Explain that you are certified and don’t need his help.
D. Ask the client to backtrack to see what things he tried in order to fix the computer.
E. Check the simple things first to make sure you do not miss anything.
A. Compliment the client on his knowledge.
D. Ask the client to backtrack to see what things he tried in order to fix the computer.
E. Check the simple things first to make sure you do not miss anything.
From this window,
where do I click next to get to the following window?
A) Change settings
B) Device Manager
C) Advanced system settings
D) System protection
C) Advanced system settings
What is another name for several small utility programs that are found in the Control Panel?
A) Downloads
B) System processes
C) Extensions
D) Applets
D) Applets
Larry wants to upgrade to Windows 10. He will use his computer both at home and at work and will need to connect to his company’s Wi-Fi network to share files over the network.
Which version of Windows 10 would you recommend to Larry?
A) Windows 10 Home
B) Windows 10 Pro
C) Windows 10 Education
D) Windows 10 Enterprise
A) Windows 10 Home
What is the maximum amount of memory supported by a 32-bit Windows operating system?
A) 1GB
B) 4GB
C) 16GB
D) 32GB
B) 4GB
Henry is sent to work with a customer at the company’s satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons.
What can Henry do about these corporate policy issues?
A) Wait until he returns to his office and inform his supervisor.
B) Confront the employees about the issue.
C) Train the employees on why these issues are security concerns.
D) Ignore the security problems.
C) Train the employees on why these issues are security concerns.
When working with customers, you should always try to keep a positive attitude.
Why is it important to maintain a positive attitude when working with customers?
A) Helps to establish a good customer relationship.
B) Helps the customer feel confident you can fix the problem.
C) Shows that you have the knowledge needed to fix the problem.
D) Helps you to be more reliable.
A) Helps to establish a good customer relationship.
During your discussion with a client about a problem with his computer, you realize that he is explaining a problem you have seen several times.
What should you do when you realize you understand the problem?
A) Interrupt the client so that you can get to work right away.
B) While the client is explaining the problem, start looking up the fix for the problem on your phone.
C) Actively listen to the client until he finishes explaining the problem.
D) Ignore what the client is saying and get to work.
C) Actively listen to the client until he finishes explaining the problem.
Patrick is working on a computer that is having wireless network connection issues. Patrick decides that he needs to take the laptop with him to repair it and then return it to the user. While Patrick is replacing the wireless network card, he receives a phone call from the user. The user wants to know where the laptop is because he is leaving on a business trip that day and needs the computer.
What should Patrick have done to avoid this situation?
A) Provided proper documentation on the service provided.
B) Actively listened to the user.
C) Offered the user different repair options.
D) Not been distracted by text messages while working on the computer.
C) Offered the user different repair options.
What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?
A) File name
B) File extension
C) File version
D) File path
B) File extension
What type of software is used to control a computer?
Operating system
Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with.
What advice can you give Lane for dealing with this difficult client? (Select all that apply.)
Don’t dismiss what she says the problem might be.
When talking with her, use clarifying statements to show her you understand the problem.
Try not to argue with her or be defensive
Which of the following is a tool for viewing basic network information and setting up connections?
Network and Sharing Center
Isaac was assigned to work on a computer in his company’s R&D department. While working on the system, Isaac received several text messages and emails from his coworkers about another issue in the data center. Isaac answered the text messages as they came in and finished working on the computer system in the R&D department. The next day Isaac was called into his supervisor’s office. His supervisor told him that he received a complaint that Isaac was on his phone instead of working on the problem with the computer.
What should Isaac have done differently to avoid this complaint?
Avoided distractions
Which of the following is not considered good customer service? (Select all that apply.)
Disclose the experience on social media.
