Chapter 2: Planning and Professionalism Flashcards
When you are explaining something technical to a customer, which of the following is the best technique to use to confirm the customer understands your explanation?
A. As you explain, intersperse questions such as, “Does that make sense?”
B. After the explanation, give the customer a quiz.
C. Give the customer a printed explanation to read as you speak.
D. Maintain eye contact
A. As you explain, intersperse questions such as, “Does that make sense?” to confirm the customer’s understanding.
When someone has explained something to you, how can you make sure you heard and understood what she said?
A. Focus.
B. Repeat it back in your own words.
C. Imagine how you sound and appear to the other person.
D. Nod your head frequently
B. Repeat it back in your own words. This confirms that you heard and understand.
Which of the following is a technique you would use to show respect to a customer? Select all that apply.
A. Be as clear as possible and correct any misunderstandings.
B. Show the customer your company’s security policy.
C. Do not minimize the importance of what someone else tells you.
D. Treat others the way you like to be treated.
A, C, and D. These are all correct techniques for showing respect.
When a customer is explaining a problem, what is the single most important thing you must do?
A. Nod your head to show understanding.
B. Empathize.
C. Allow the customer to explain the problem without interruption.
D. Show respect
C. Allowing the customer to interruption is the most important thing you must do when a customer is explaining a problem. explain the problem without
What behavior shows a positive and professional attitude? Select all that apply.
A. Avoiding confrontation
B. Avoiding judgmental behavior
C. Showing respect
D. Minimizing another’s concerns
A, B, and C. These are all correct behaviors that show a positive and professional attitude.
You believe you have witnessed prohibited behavior, and you have clearly identified it by referring to company policies. What should you do next?
A. Evaluate whether the policy is a good one and should be enforced.
B. Report the incident through proper channels.
C. Minimize the importance of the violation by finding a rationale.
D. Wait until you observe a second violation of the same policy
B. Report the incident through proper channels.
Which of these is the best way to ensure that all employees are aware of an important security policy?
A. Post a notice in a prominent place telling people to read the policy online.
B. Post the policy in a prominent place.
C. Require employees to sign and date a statement saying they have read the policy.
D. Send the policy to all employees via SMS text message.
C. Having employees acknowledge reading the policy is the best way because it creates accountability.
When investigating the finding of prohibited content on an employee’s computer, it is important to:
A. Express your personal opinion about the situation.
B. Delete the prohibited content immediately from the computer.
C. Use your own judgment and be flexible.
D. Follow the company’s policies about what to do.
D. Following the company’s policies is essential; you protect both the company and yourself by doing so.
What type of document specifies how many users or devices you can legally install a certain software product on?
A. AUP
B. EULA
C. Source code
D. Public-domain license
B. An End User License Agreement (EULA) is the license agreement for software; it specifies the rules for how you can use the product.
Which of these is not true of enterprise licensing?
A. It provides one installation disc (CD or DVD) for each user.
B. It is a better value for high-volume purchases than personal licensing.
C. It can be purchased on a per-seat basis.
D. It can be purchased on a per-user basis
A. Enterprise licensing typically does not provide installation media for each user; instead, it provides an executable setup file you can make your own copies of.
Product activation is a form of:
A. AUP
B. DRM
C. EULA
D. RCP
B. Product activation is a form of digital rights management (DRM).
Which of these is an EU regulation that requires anyone collecting personal data to disclose that they are doing so?
A. HIPAA
B. PHI
C. GDPR
D. PII
C. The General Data Protection Regulation (GDPR) is the regulation that specifies rules about collecting and disclosing personal information.
Which of the following is a document that defines what actions can be taken on data and computing resources in a company?
A. Acceptable-use policy
B. Chain of custody
C. Statement of libel
D. User manual
A. An acceptable-use policy defines what can be done with data and computing resources in a company in order to preserve the company’s interests.
Which of these does not need to be included in IT documentation?
A. A unique ID
B. The purpose of the document
C. Contact information for a responsible person
D. The names of the managers who approved the document
D. Documentation does not need to have the names of everyone who approved the document.
Where should documentation be stored?
A. In a protected location where nobody can access it
B. In a shared location where everyone authorized to access it
can do so
C. On the hard drive of the author of it
D. On the hard drive of the manager responsible for keeping it updated
B. Documentation needs to be always accessible by all those who need it.
