Chapter 2 Flashcards
- Which of the following would be most appropriate for the workplace? (Select two.)
A. Clean, pressed khaki trousers
B. Clean, wrinkle-free T-shirt
C. Clean, wrinkle-free polo shirt
D. Clean, pressed jeans
A and C. Khaki trousers and a polo shirt trump jeans and a T-shirt every time.
- 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.)
A. Is the computer turned on?
B. Is the monitor turned on?
C. Did you reboot?
D. What did you do?
A and B. Go for the simple answer first. When faced with a blank screen, check to see if the computer and
the monitor are turned on.
- 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 in the most efficient
and professional manner to open her My Documents folder?
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 press 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.
B. Walking customers through the path to a fix by using simple, nontechnical words is the best way to
accomplish tasks over the phone.
- At the very least, what tool should be in every technician’s toolkit?
A. Pliers
B. Hammer
C. Straight-slot screwdriver
D. Phillips-head screwdriver
D. Every tech’s toolkit should have a Phillips-head screwdriver, at the very least
- 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 yell at a user.
D. Don’t get angry or yell at clients
- 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?
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’s 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, run through any simple fixes, and then explain that you
need to call your boss on your cell phone.
D. Focus on the customer and don’t use her things
- You are at a customer’s workstation to install several software and hardware updates, a process that
will take a while and require several reboots of the computer. What should you do about the password to
the user’s account?
A. Require the customer to sit with you throughout the process so she can type in her password each time.
B. Ask the user to write down her password for you to use.
C. Ask the user to change her password temporarily for you to use.
D. Call your supervisor.
C. In this circumstance, asking for a temporary password is the right answer. Make sure the user
changes her password back before you leave the site.
- Which of the following is a good practice after completing a troubleshooting call at someone’s office?
A. Follow up with a call within a couple of days to make sure everything is going well with the fixed
computer.
B. Make copies of any passwords you used at the site for future reference.
C. Document any particularly important people you met for future reference.
D. Do nothing. Your work is finished there.
A. A simple follow-up builds good will and trust. This is a very important step to take after completing
a job.
- Which tool helps you avoid accidental static discharge by keeping you at the same electrical potential
as the computer on which you’re working?
A. Anti-static spray
B. Anti-static bag
C. Anti-static wrist strap
D. Phillips-head screwdriver
C. An anti-static wrist strap keeps you at the same electrical potential as the computer.
- Which of the following helps prevent electromagnetic interference?
A. Use an anti-static bag.
B. Use an anti-static wrist strap.
C. Keep magnets away from computer components.
D. Keep computers away from monitors.
C. Avoid putting magnets near computer gear to help prevent EMI.
