Chapter 5 Homework

Question 1

What is a good way to set your costomer’s expectations regarding your service call?

Answer 1

Involve the customer by explaining the options avaible and the overal impact of each. Then offer them choices.

Question 2

You would use this command to check and repair errors on a volume or logical drive.

Answer 2

Chkdsk

Question 3

When servicing a customer’s computer which choice should be the highest motivating factor?

Answer 3

Meet the customer;s expectations.

Question 4

Why should you always try the least invasive solution to a problem first?

Answer 4

To keep from making things worse

Question 5

Following the six step method of troubleshooting, what is the first thing you should do when trouble shooting a problem?

Answer 5

Interview the user

Question 6

If a certain file extension is set to be opened by a program by default this is called?

Answer 6

File association.

Question 7

You have an application that has failed to start because a supporting service isn’t running. How would you start it?

Answer 7

Services console.

Question 8

Which of the following is a good trait to have as a support technician?

Answer 8

Accept ownership of a problem even if it is the customer’s fault

Question 9

There is a six step stragegy to compelete customer service. Which of the choices has the highest priority?

Answer 9

Verufy the fix and take preventative action.

Question 10

You have an application that has never worked. What would you try

Answer 10

Make sure your operating system is completely up to date.

Question 11

Your customer is spearking negatively about your company, its products, and quality. What do you do?

Answer 11

When they’re done apologize.

Question 12

there is a six step strategy to complete customer service. Which of the choices has the highest priority?

Answer 12

Plan the solution and fix the problem/

Question 13

When a device driver causes errors on startup, but you can still access the operating system, which choice would you use to examine and fix the proble?

Answer 13

Device Manager

Question 14

What command-line tool can you use to stop a program that is hung?

Answer 14

taskkill

Question 15

When working with a customer which is the most desirable outcome

Answer 15

Fix the problem and take ownership of the problem

Question 16

A user complains that they have a system lockup whenever they try to run a virus scan. Where would you look to begain investigating this issue?

Answer 16

Reliability Monitor

Question 17

A program is not starting due to a corrupted dll. What command would you use to replace it?

Answer 17

Regvr32

Question 18

Which windows tool can you use to view a history of past problems with application, hardware, and windows

Answer 18

Action center

Question 19

Most commercial programs rely on a main program file that generally has this file extension.

Answer 19

.exe

Question 20

Which of the following is NOT a good practice when dealing with an over-confident customer?

Answer 20

assume the customer already checked the obvious things

Question 21

Which of the following is good practice when dealing with customer complaints?

Answer 21

don’t be defensive; admit your mistakes if necessary

Question 22

There is a six step strategy to complete customer service. Which of the choices has the highest priority?

Answer 22

Examine the system and make your best guess.

Question 23

Sometimes the solution to a problem is either outside your scope of authority, or just plain over your head. In such a case you need help. Doing this is best described by which term shown?

Answer 23

None of these choices apply

Question 24

Corrupt memory is likely to cause this event.

Answer 24

Either choice is correct.

Question 25

Which is true about what a customer typically expects from a support technician?

Answer 25

technical and interpersonal skills

Question 26

Which of the following describes a record of the request for help along with what is happening to resolve it?

Answer 26

ticket

Question 27

You need to stop a service immediately. What would you use?

Answer 27

Task Manager

Question 28

If you come across confidential materials while working at a customer site, which of the following should you do?

Answer 28

turn the materials over or look away from the monitor

Question 29

There is a six step strategy to complete customer service. Which of the choices has the highest priority?

Answer 29

Interview the user and back up data.

Question 30

Interview the user and back up data.

Answer 30

Tell them their expected wait time.