Chapter 10 Exam - IT Essentials: PC Hardware and Software (Version 4.1)

Answer	Question
Listen to the complaint, apologize for the incident, and then offer to help the customer.	A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
1- Check grammar and spelling before sending e-mail 2- Use mixed case in e-mail instead of all upper case or all lower case	Which two actions are examples of good netiquette? (Choose two.)
Step away from the computer and ask the user to close the document	While servicing a computer, a technician notices that a document labeled "confidential" is open on the computer. What should the technician do?
resolving computer problems that require opening up the computer	Which task would be the responsibility of a level-two technician?
1- Use simple step-by-stepinstructions. 2- Speak in plain terms.	Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
1- Go for a quick walk. 2- Listen to soothing sounds. 3- Practice relaxed breathing.	Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Ask and wait for permission before placing customers on hold	What is the recommended way to place customers on hold?
A customer wants two new computers added to the existing SLA without additional cost.	Which issue is an example of an exception to an SLA that should be escalated to a manager?
Wait until the customer has finished speaking, and then explain the possible solution	While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
1- your name 2- ticket number 3- customer name	Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
speaking directly with the customer	For a computer technician, what is the first step in resolving a customer problem?
Reducing stress helps customers provide more useful information	Which statement is true about the role of stress when troubleshooting customer computer problems?
It helps technicians learn important details from the customer.	Why is good communication a critical part of successfully troubleshooting customer problems?
1- sending chain letters 2- sending anonymous e-mails	What are two examples of technician interactions with a customer that are considered to be eitherunethical or illegal? (Choose two.)
SLA	Where would legal details be found that describe proper handling of information for a specific customer?
to gather pertinent customer information	What is the primary responsibility of a level-one helpdesk technician?
1- The computer case must be opened. 2- The problem cannot be resolved in less than ten minutes.	What are two examples of situations where a helpdesk call should be escalated to a level-two technician? (Choose two.)
1- customer e-mails 2- hard copies of files on the customer desk	A technician works on a customer computer at the customer site after answering a support call. Which two items should the technician regard as being the property of the customer? (Choose two.)
remote diagnostics utility	Which common feature of helpdesk software allows a technician to control a customer computer from a call center desk?
Follow up with the customer to verify that the problem has been resolved.	A computer technician wants to make sure that a customer, who had been experiencing a problem with a hard drive, is satisfied that the problem has been resolved. Which of these rules would help accomplish this desire?