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Trouble Shooting > QuizA > Flashcards

QuizA Flashcards

1
Q

A customer calls and complains that the computer you just repaired is still not working properly. What should you do?
A) Apologize and explain that it is a different problem than the one you repaired
B) Explain that the customer did something wrong
C) Refer the customer to another repair facility
D) Offer to replace or re-service the computer

A

D) Offer to replace or re-service the computer

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2
Q

What is the last thing you should do to complete a service call?
A) Hand the customer a bill
B) Thank the customer for his or her business
C) Explain why the repair took so long
D) Tell the customer how he or she could have repaired the problem

A

B) Thank the customer for his or her business

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3
Q

When work is requested that is outside the scope of your company’s agreement with the customer, what should you do?
A) Call your supervisor, describe the requested additional work, and proceed as directed.
B) Offer to do the work after hours because this is such an important customer.
C) Refuse the work because it is not part of the scope of work you have been given.
D) Inform the customer that the additional work will cost extra and perform the requested work.

A

A) Call your supervisor, describe the requested additional work, and proceed as directed.

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4
Q

While talking with an employee, you notice that he is illegally downloading music on a company computer. What should you do about this?
A) Advise your supervisor
B) Remove the download utility from the machine
C) Tell the user to stop the unauthorized activity
D) Do nothing because this is not your responsibility

A

A) Advise your supervisor

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5
Q

Which of the following is the best method of training users to operate the new equipment you’ve just installed?
A) Reading the equipment’s documentation to the users and having them highlight the parts they will need after you are gone.
B) Give the users a quick version of the most important points of the equipment’s operation, avoiding technical terms whenever possible.
C) Suggest that they purchase an extended training class from your company to ensure that they are fully acquainted with the new device or system.
D) Use their new equipment to show them how it operates.

A

D) Use their new equipment to show them how it operates.

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6
Q

Your customer has been given a specific timeframe for completion of work you are doing. As the deadline approaches, you can tell that the work is not going to be completed on time. What should you do first in this situation?
A) Tell the customer the work cannot be done by the deadline and ask the customer for an extension.
B) Call your supervisor to let her know the work will not be done on time.
C) Keep working until the customer checks on your progress.
D) Tell the customer that you can’t get the work done on time and that you will keep working until the job is completed.

A

A) Tell the customer the work cannot be done by the deadline and ask the customer for an extension.

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7
Q

What is the most important key to handling irate customers?
A) Remaining calm regardless of the customers’ attitudes
B) Restating the customers’ key points so that they know you are listening to them
C) Defending your credibility so that they know they are dealing with a competent professional
D) Telling them that you know they are frustrated and leaving them alone until they have a chance to cool down

A

A) Remaining calm regardless of the customers’ attitudes.

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8
Q

Which of the following activities are involved in active listening? (Choose three answers.)
A) Not getting unfocused
B) Repeating the customer’s key points
C) Making written notes about the customer’s key points
D) Not getting thrown by the customer’s demeanor

A

A) Not getting unfocused
B) Repeating the customer’s key points
D) Not getting thrown by the customer’s demeanor

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9
Q

Which of the following techniques is NOT recommended when explaining a repair process to a customer?
A) Using visual aids such as graphs and charts
B) Using analogies and examples
C) Using industry jargon or acronyms
D) Limiting the amount of information to what the customer needs to know

A

C) Using industry jargon or acronyms

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10
Q

What should you do if you overhear a confidential conversation with the company CEO?
A) Retreat quietly and keep the information in confidence
B) Inform the manager about the conversation
C) Inform the CEO to be careful who is around when having that type of conversation
D) Let the CEO know of your presence

A

A) Retreat quietly and keep the information in confidence

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11
Q 
A \_\_\_\_\_\_\_\_\_\_\_\_ is a group of microchips on the motherboard that control the flow of data and instructions to and from the processor, providing careful timing of activities.
A)	System clock
B)	CPU
C)	Crystal
D)	Chipset
A

D) Chipset

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12
Q

What type of storage is primary storage?
A) Temporary
B) Permanent

A

A) Temporary

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13
Q 
What is the most common type of RAM seen in today's computers?
A)	SIMM
B)	DIMM
C)	RIMM
D)	ROM
A

B) DIMM

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14
Q 
Which type of memory is known as non-volatile memory?
A)	ROM
B)	RAM
C)	Primary storage
D)	SODIMM
A

A) ROM

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15
Q 
A hard drive is an example of what type of storage?
A)	Secondary
B)	Tertiary
C)	Primary
D)	Hard
A

A) Secondary

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16
Q 
Circuits or paths that enable data, instructions, and power to move from component to component on the board are sometimes called \_\_\_\_\_\_\_\_\_\_\_.
A)	Wires
B)	Lines
C)	Roads
D)	Traces
A

D) Traces

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17
Q 
The main bus on the motherboard that communicates with the CPU, memory, and the chipset goes by several names.  Which one of the following is NOT one of the names for this bus?
A)	System bus
B)	Front side bus
C)	Internal bus
D)	Host bus
A

C) Internal bus

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18
Q 
The system of pathways used for communication and the protocol and methods used for transmission are collectively called which of the following?
A)	Bus
B)	Wires
C)	Data bus
D)	Train
A

A) Bus

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19
Q

This power supply does not generate electricity but converts and reduces it to a voltage that the computer can handle.
A) True
B) False

A

A) True

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20
Q 
Very basic instructions are stored on the motherboard—just enough to start the computer, use some simple hardware devices, and search for an operating system stored on a storage device such as a hard drive or CD.  These data and instructions are stored on special ROM (read-only memory) chips on the board and are called \_\_\_\_\_\_\_\_\_\_\_\_\_\_?
A)	BIOS
B)	CMOS
C)	ROM
D)	RAMM
A

A) BIOS

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21
Q 
Which of the following is considered to be software?
A)	Monitor
B)	Memory chips
C)	Microsoft Word
D)	Mouse
A

C) Microsoft Word

22
Q

Although we often refer to the speed of the CPU and the motherboard bus, talking about the ________________ of these devices is more accurate, because the term “speed” implies a continuous flow, while the term ______________ implies a digital or binary flow: on and off, on and off.
*Both blanks will be filled with the same word.
A) Hertz
B) Velocity
C) Acceleration
D) Frequency

A

D) Frequency

23
Q 
Data and instructions are stored in a computer in binary form, which uses only two states for data—on and off, or 1 and 0—which are called \_\_\_\_\_\_\_\_\_\_\_\_\_\_. 
A)	Bits
B)	Bytes
C)	Hertz
D)	Gigs
A

A) Bits

24
Q 
Software embedded into hardware is often referred to as \_\_\_\_\_\_\_\_\_\_\_\_\_\_ because of its hybrid nature.
A)	Embedware
B)	Firmware
C)	Software/hardware
D)	Hybridware
A

B) Firmware

25
Q 
A feature of both the BIOS and the OS is \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_, a standard designed to make the installation of new hardware devices easier.
A)	BIOS installation
B)	Plug and play
C)	Accessibility
D)	Firmware
A

B) Plug and play

26
Q

The Windows System Tray contains quick launch icons.
A) True
B) False

A

B) False

27
Q

From the Windows desktop, you can launch programs from the Start menu, a shortcut icon on the desktop, the Run dialog box, Windows Explorer, or My Computer.
A) True
B) False

A

A) True

28
Q

The Control Panel in Windows would be most similar to ______________on a Mac.
A) Finder
B) System Preferences
C) Properties

A

B) System Preferences

29
Q 
Which one of the following is NOT a type of software?
A)	BIOS (firmware)
B)	Device drivers
C)	Operating systems
D)	Device Manager
A

D) Device Manager

30
Q

Mac OS X provides superior Plug and Play capabilities and better support for multitasking.
E) True
F) False

A

E) True

31
Q 
Which of the following are components you might find inside a PC? (Select the three best answers.) 
A)	CPU
B)	Motherboard
C)	Keyboard
D)	Printer
E)	RAM
F)	Cable modem
A

A) CPU
B) Motherboard
E) RAM

32
Q 
Which device stores data over the long term?
A)	CPU
B)	RAM
C)	Hard drive 
D)	Video card
A

C) Hard drive

33
Q 
You would normally plug speakers into which type of port?
A)	FireWire 
B)	DVI
C)	1/8-inch TRS
D)	1/4-inch TRS
A

C) 1/8-inch TRS

34
Q 
34-	To which type of expansion slot would you install an x16 card? 
A)	PCI 
B)	PCIe
C)	USB
D)	PCI-X
A

B) PCIe

35
Q 
Which process of the computer checks all your components during boot?
A)	CMOS 
B)	POST 
C)	BIOS
D)	EEPROM
A

B) POST

36
Q

Tim installs a new CPU in a computer. After a few hours, the processor starts to overheat. Which of the following might be the cause?
A) The CPU is not locked down.
B) The CPU is not properly seated.
C) Thermal compound was not applied.
D) The CPU is not compatible with the motherboard.

A

C) Thermal compound was not applied.

37
Q 
Which of the following could cause the POST to fail? (Select the two best answers.)
A)	CPU 
B)	Power supply
C)	Optical drive
D)	Memory
E)	Hard drive
A

A) CPU

D) Memory

38
Q 
Which expansion bus uses serial lanes to transfer data?
A)	PCI
B)	DMI
C)	PCIe
D)	SATA
A

C) PCIe

39
Q 
Which of the following might you find as part of a tablet computer? (Select the two best answers.)
A)	Flash memory
B)	SATA hard drive
C)	Multi-touch touchscreen
D)	24-inch display
A

A) Flash memory

C) Multi-touch touchscreen

40
Q 
Which kind of socket incorporates “lands” to ensure connectivity to a CPU? 
A)	PGA
B)	Chipset
C)	LGA
D)	Copper
A

C) LGA

41
Q 
How should you hold RAM when installing it?
A)	By the edges
B)	By the front and back
C)	With tweezers
D)	With a punchdown tool
A

A) By the edges

42
Q 
Which device should you use to protect against power outages?
A)	Multimeter 
B)	UPS
C)	FedEx
D)	Surge protector
A

B) UPS

43
Q 
Which of the following uses a single 24-pin main motherboard power connector?
A)	ATX
B)	ATX 12V 1.3
C)	ATX 12V 2.0
D)	ATX 5V 2.0
A

C) ATX 12V 2.0

44
Q 
What is the maximum data transfer rate of SATA revision 3.0?
A)	1.5 Gb/s
B)	150 MB/s
C)	3.0 Gb/s
D)	6.0 Gb/s
A

D) 6.0 Gb/s

45
Q 
How many pins are inside a SATA data connector? ❍ 
A)	15
B)	7
C)	24
D)	127
A

B) 7

46
Q 
What is the delay in the RAM’s response to a request from the memory controller called?
A)	Latency
B)	Standard deviation
C)	Fetch interval
D)	Lag
A

A) Latency

47
Q

A user’s time and date keeps resetting to January 1, 2000. Which of the following is the most likely cause?
A) The BIOS needs to be updated.
B) Windows needs to be updated.
C) The Windows Date and Time Properties window needs to be modified.
D) The lithium battery needs to be replaced.

A

D) The lithium battery needs to be replaced.

48
Q 
Which type of adapter card is normally plugged into a PCIe x16 adapter card slot?
A)	Modem
B)	Video
C)	NIC
D)	Sound
A

B) Video

49
Q 
Which of the following components could cause the POST to beep several times and fail during boot?
A)	Sound card
B)	Power supply
C)	Hard drive
D)	RAM
A

D) RAM

50
Q

Which of the following is the proper boot sequence of a PC?
A) CPU, POST, boot loader, operating system
B) Boot loader, operating system, CPU, RAM
C) POST, CPU, boot loader, operating system
D) CPU, RAM, boot loader, operating system

A

A) CPU, POST, boot loader, operating system

Trouble Shooting (2 decks)

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