Chapter 2.3.3 Practice Questions
You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal. Which of the following is the BEST way to explain the solution to the customer? "I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?" "Next time you need to call, check this power strip switch. It was turned off. That's why nothing worked. If I were you, I would have checked this first and saved both of us time." "All I did was flip the power strip switch on. You probably bumped it by accident. And that accident just cost you about $80. But don't feel bad, accidents happen to everyone. Although, this one could have been easily avoided." "That was probably the easiest problem I've ever fixed. I am surprised you had to call in. Thanks for making my day! All I had to do was flip this little switch. You're good to go."
"I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"
You are an IT technician for your company. A coworker calls your department and asks for help fixing his malfunctioning internal Blu-ray drive, which he installed himself. When you arrive, you unplug and then open the employee's computer. As you begin to examine his computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. You examine all of the connectors and discover that the employee forgot to connect the Blu-ray drive's power cable. Your initial thought is, "How stupid can this guy be?" but you restrain from making any comments. At that moment, another coworker calls your cell phone. The ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer. A quick test determines that the device is now working. Which of the following professionalism principles is the technician failing to follow? (Select two.) Actively listening Allow the client to speak and avoid interrupting Talking to coworkers while interacting with customers Avoiding being judgmental Argue with customers and/or be defensive
Actively listening Avoiding being judgmental
While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer. Which of the following is the MOST professional way to handle the situation? Answer the phone and say, "I'm busy right now. I'll call you right back." Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone. Ignore the phone and let it continue ringing until the caller reaches your voicemail. Immediately answer the phone and try to finish the call as fast as you can.
Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.
As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing." Which of the following professionalism principles are you failing to follow? Maintain a positive attitude. Avoid dismissing customer problems. Avoid an argument with the customer. Avoid being judgmental.
Avoid dismissing customer problems.
As you arrive on-site at a customer's place of business, you go to the front desk and ask for the manager of the IT department. The manager greets you and tells you to use their first name, which is Robin. Robin then escorts you to the printer, which is jammed. After you fix the printer, the existing print job completes. As the paper comes out, you notice that one of them is marked confidential and has to do with an upcoming merger. You find Robin and say, "Robin, your printer is fixed and working perfectly." Robin then escorts you off the premises. When you get home that evening, you tell your spouse about the merger document you saw. The next day, you call Robin to verify that the printer is still functioning properly. Which of the following professionalism principles did you fail to to follow? Avoid being judgmental. Use appropriate professional titles. Deal with confidential materials appropriately. Follow up with the customer to verify satisfaction.
Deal with confidential materials appropriately.
A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the BEST way to respond to this situation? Tell the user that they will need to find someone else to take care of their problem. Try to perform the task by yourself. Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task. Tell the user it isn't in your job description and move on with your current task.
Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
As a PC technician you know you will be late to an appointment with a customer. Which of the following actions should you take? (Select two.) Contact the customer and apologize. Tell a joke to ease the situation. Blame your tardiness on heavy traffic. Explain why you are late. Give a realistic timeframe for your arrival.
Give a realistic timeframe for your arrival.
You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which of the following is the BEST action to take? Ignore the paper and tell no one of its contents. Tell your fellow PC technicians about what you saw and let them decide what to do with the information. Tell your friend about the report you saw and whose desk it was on. Give your friend a heads up about what you found, but don't tell them how you got the information.
Ignore the paper and tell no one of its contents.
You are the PC technician for a company. You received the following email from an employee: My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well. When you arrive at the employee's desk, you observe how the employee accomplishes normal email tasks. You quickly determine that the problem is not with the email program, but that the employee needs to learn how to use the program. You have several high-priority tasks that need to be completed by the end of the day. What is the BEST way for you to respond? Tell the employee to ask their co-workers how to use the program if he come across further problems. Direct the employee to the email program's help utility. Set an appointment to train the employee on how to complete common email tasks. Inform the employee that there isn't anything wrong with the program and that he simply does not know how to use it correctly.
Set an appointment to train the employee on how to complete common email tasks.
An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn't have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds. Which of the following is the BEST way to respond? Tell the employee that the best option is for her to purchase new RAM for the computer and bring it to work. Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired. Tell the employee that she should make do with what she has. Tell the employee that you will get new RAM for their computer as soon as possible.
Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.
