CHAPTER 2: OPERATIONAL PROCEDURE Flashcards
WHICH OF THE FOLLOWING WOULD BE MOST APPROPIATE 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. CLEAN, PRESSED KHAKI TROUSERS
C. CLEAN, WRINKLE-FREE POLO SHIRT
KHAKI TROUSERS AND A POLO SHIRT TRUMP JEANS AND A T-SHIRT EVERYTIME
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? (SECLECT TWO)
A. IS THE COMPUTER TURNED ON?
B. IS THE MONITOR TURNED ON?
C. DID YOU REBOOT?
D. WHAT DID YOU DO?
A. IS THE COMPUTER TURNED ON?
B. IS THE MONITOR TURNED ON?
GO FOR THE SIMPLE ANSWER FIRST. WHEN FACEDD 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 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. LETS 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 DELETED TO MY DOCS. WHY DONT 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 SOMEONE LOSE A FILE? JUST OPEN UP MY DOCUMENTS, AND LOOK THERE FOR THE FILE.
BSHARON, A LOT OF PROGRAMS SAVE FILES TO A DEFAULT FOLDER, OFTEN TO A FOLDER CALLED MY DOCUMENTS. LETS 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.
WALKING A CUSTOMER 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.
PHILLIPS-HEAD SCREWDRIVER
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
D.
NEVER
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, WLAK 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
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
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 USERS ACCOUNT?
A. REQUIRE THE CUSTOMER TO SIT WITH YOU THOUGHOUT 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
ASK THE USER TO CHANGE HER PASSWORD TEMPORARILY FOR YOU TO USE
IN THIS CIRCUMSTANCE, ASKING FRO A TEMPORARY PASSWORD IS THE RIGHT ANSWER. MAKE SURE THE USER CHANGES HER PASSWORD BACK BEFORE YOU LEAVE THE SITE
WHICH ONE OF THE FOLLOWING IS A GOOD PRACTICE AFTER COMPLETEING 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 TEH SITE FOR FUTURE REFERENCE
C. DOCUMENT ANY PARTICULARLY IMPORTANT PEOPLE YOU MET FOR FUTURE REFERENCE
D. DO NOTHING. YOUR WORK IS FINISHED THERE.
A.
FOLLOW UP WITH A CALL WITHIN A COUPLE OF DAYS TO MAKE SURE EVERYTHING IS GOING WELL WITH THE FIXED COMPUTER
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 SATIC 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.
ANTI-STATIC WRIST STRAP
AN ANTI-STATIC WRIST STRAP KEEPS YOU AT TEH 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.
KEEP MAGNETS AWAY FROM COMPUTER COMPONENTS
AVOID PUTTING MAGNETS NEAR COMPUTER DEAR TO HELP PREVENT EMI.
