Title: Quiz 4
Course: CTS1131 Hardware Configuration > Section: Module 4 – Customer Support

Q: Which of the following is a good practice when working with a customer on site?
- if a customer has a document on the screen, it’s okay to read it
- limit use of your cell phone to work-related calls
- since you are there to help, it’s okay to use the customer’s phone for important calls
- inform the user that if you have to leave while they make a phone call, they will have to pay more
A: limit use of your cell phone to work-related calls

Q: Which of the following is defined as a record of a call for help with a computer problem?
- token tracker
- online help database
- expert system
- ticket
A: ticket

Q: Which of the following is true about the A+ 2012 certification and exams?
- after you pass the 220-801 exam, you’re A+ certified
- the A+ certification is not vendor specific
- the exam is sponsored by Microsoft
- you need to know about PC hardware, but PC software is covered in a different certification
A: the A+ certification is not vendor specific

Q: Which job role works on site, closely interacting with users, and is responsible for ongoing PC maintenance?
- PC support technician
- PC service technician
- Bench technician
- Help-desk technician
A: PC support technician

Q: Which job role works in a lab environment and might not interact with users of the PCs being repaired?
- Help-desk technician
- Bench technician
- PC service technician
- PC support technician
A: Bench technician

Q: When configuring a CAD/CAM workstation, the quality and performance of the graphics card is of paramount importance.
- true
- false
A: true

Q: Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way.
- true
- false
A: false

Q: If you make a mistake that makes the problem worse, it’s best to hide the problem until you can resolve it or until you have left the customer site.
- true
- false
A: false

Q: Which of the following is documentation that includes what, when, and from whom evidence was collected, the condition of the evidence, and how it was secured?
- path of possession
- evidence track
- paper trail
- chain of custody
A: chain of custody

Q: Which of the following is true about dealing with software and other digital content?
- if you purchased software, then you own it and can do what you like with it
- a software license gives you and one other designated person the right to install and use the software
- the right to copy software belongs to the creator of the work
- you are prohibited from making a copy of software under any circumstances
A: the right to copy software belongs to the creator of the work

Q: When working with co-workers and supervisors, which of the following is a good practice?
- if you have a problem with a co-worker, first discuss it with other co-workers
- if you need to give bad news or criticism, use email to lessen the blow
- be professional by putting business matters over personal matters
- never tell your boss you can’t take on a new project, even if it’s beyond your skills
A: be professional by putting business matters over personal matters

Q: Which of the following involves assigning a problem to those higher in the support chain?
- ticket logging
- problem escalation
- responsibility passing
- issue resolution
A: problem escalation

Q: Which of the following should you do after a problem has been completed at an on-site service call?
- if you restored data, tell the user all their data is fully restored
- hand the customer the bill and tell him to have a nice day
- tell the customer that if they contracted for preventive maintenance, these problems wouldn’t happen
- if you changed anything since the last boot, reboot one more time
A: if you changed anything since the last boot, reboot one more time

Q: What should you do when you have a customer that is frequently complaining about your company, products, or services?
- explain how the customer is being inappropriate and end the conversation
- inform the customer that you agree and will make suggestions to management
- allow the customer to vent for a while and apologize as necessary
- if the complaint is not in your area of expertise, explain how it is not your problem and ask to move on
A: allow the customer to vent for a while and apologize as necessary

Q: Which of the following is a good practice when working with an overly confident user over the phone?
- compliment the user’s knowledge, insight, and experience
- keep the conversation moving to place the user at a disadvantage
- point out the customer’s mistakes to  shake their confidence
- use technical jargon that matches or exceeds the customer’s use of jargon
A: compliment the user’s knowledge, insight, and experience

Q: Which of the following is NOT a good practice when working with a computer illiterate user over the phone?
- frequently ask the customer to tell you what is displayed on the screen
- don’t ask the customer to perform a task that might destroy data
- before proceeding with the call, tell the customer to put someone else on the line
- provide step-by-step mouse and keyboard instructions
A: before proceeding with the call, tell the customer to put someone else on the line

Q: A PC support technician goes to a customer site in response to a service call.
- true
- false
A: false

Q: You should take ownership of a customer’s problem as if it is your own problem.
- true
- false
A: true

Q: What is an expert system and what is used for?

Q: What should you do if you are being verbally abused by a customer?