1 Which Job Role Works In
1.
Which job role works in a lab environment and might not interact with users of the PCs being repaired?
A) Help-desk technician
B) Bench technician
C) PC service technician
D) PC support technician
2.
Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?
A) PC support technician
B) PC service technician
C) Bench technician
D) Help-desk technician
3.
Which of the following is true about the A+ 2012 certification and exams?
A) after you pass the 220-801 exam, you’re A+ certified
B) the A+ certification is not vendor specific
C) the exam is sponsored by Microsoft
D) you need to know about PC hardware, but PC software is covered in a different certification
4.
Which of the following is defined as a record of a call for help with a computer problem?
A) token tracker
B) online help database
C) expert system
D) ticket
5.
Which of the following is a good practice when working with a customer on site?
A) if a customer has a document on the screen, it’s okay to read it
B) limit use of your cell phone to work-related calls
C) since you are there to help, it’s okay to use the customer’s phone for important calls
D) inform the user that if you have to leave while they make a phone call, they will have to pay more
6.
Which of the following is NOT a good practice when working with a computer illiterate user over the phone?
A) frequently ask the customer to tell you what is displayed on the screen
B) don’t ask the customer to perform a task that might destroy data
C) before proceeding with the call, tell the customer to put someone else on the line
D) provide step-by-step mouse and keyboard instructions
7.
Which of the following is a good practice when working with an overly confident user over the phone?
A) compliment the user’s knowledge, insight, and experience
B) keep the conversation moving to place the user at a disadvantage
C) point out the customer’s mistakes to shake their
Which job role works in a lab environment and might not interact with users of the PCs being repaired?
A) Help-desk technician
B) Bench technician
C) PC service technician
D) PC support technician
2.
Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?
A) PC support technician
B) PC service technician
C) Bench technician
D) Help-desk technician
3.
Which of the following is true about the A+ 2012 certification and exams?
A) after you pass the 220-801 exam, you’re A+ certified
B) the A+ certification is not vendor specific
C) the exam is sponsored by Microsoft
D) you need to know about PC hardware, but PC software is covered in a different certification
4.
Which of the following is defined as a record of a call for help with a computer problem?
A) token tracker
B) online help database
C) expert system
D) ticket
5.
Which of the following is a good practice when working with a customer on site?
A) if a customer has a document on the screen, it’s okay to read it
B) limit use of your cell phone to work-related calls
C) since you are there to help, it’s okay to use the customer’s phone for important calls
D) inform the user that if you have to leave while they make a phone call, they will have to pay more
6.
Which of the following is NOT a good practice when working with a computer illiterate user over the phone?
A) frequently ask the customer to tell you what is displayed on the screen
B) don’t ask the customer to perform a task that might destroy data
C) before proceeding with the call, tell the customer to put someone else on the line
D) provide step-by-step mouse and keyboard instructions
7.
Which of the following is a good practice when working with an overly confident user over the phone?
A) compliment the user’s knowledge, insight, and experience
B) keep the conversation moving to place the user at a disadvantage
C) point out the customer’s mistakes to shake their