Question 1

After you test a theory to determine cause, you should establish a(n) ____________________ to resolve the problem and implement a solution.

Accepted Answer

plan of action

Question 2

Which one of the following is not an assertive fact-seeking question?

Accepted Answer

A) When did it last work? 
B) Has software or hardware changed recently? 
C) What did you do to cause the problem? 
D) What applications were running when it locked up? 
A) When did it last work? 
B) Has software or hardware changed recently? 
C) What did you do to cause the problem? 
D) What applications were running when it locked up? C

Question 3

What are the keys to effective relationships when dealing with customers?

Accepted Answer

Being on time, avoiding accusatory questions, demonstrating honesty and integrity, treating others with respect, and using other assertive communications are guidelines you should always follow to deal with customers effectively.

Question 4

What should you do if a coworker calls you for assistance while you are working with a customer?

Accepted Answer

If you get a work-related call

Question 5

What should you avoid learning at all costs?

Accepted Answer

A) Dependability 
B) Customer passwords 
C) Versatility 
D) Responsibility 
A) Dependability 
B) Customer passwords 
C) Versatility 
D) Responsibility

Question 6

Taking a moment to touch the power supply before working on a computer and every once in a while as you work to keep yourself at the same electrical potential as the computer is a method of _______________.

Accepted Answer

self-groun

Question 7

The _______________ follows a set of steps to diagnose and fix a computer.

Accepted Answer

troublesho

Question 8

At the completion of work, you should _______________ the problem and solution and _______________ up with the customer to verify satisfaction.

Accepted Answer

The answer of At the completion of work, you should...

Question 9

Is EMI more dangerous than ESD? Explain.

Accepted Answer

No.EMI (electromagnetic interf

Question 10

Most companies require a signed _______________ to perform work.

Accepted Answer

Work Autho

Question 11

Briefly describe the manner in which sensitive parts should be stored to help prevent damage from ESD.

Accepted Answer

Any electrical component not in a comput

Question 12

Should you build customer confidence and trust in your technical abilities by memorizing customer passwords and confidential document locations?

Accepted Answer

No.Avoid learning ot

Question 13

What is the best way to prevent RFI?

Accepted Answer

The best way to prevent RFI is

Question 14

At what stage of the troubleshooting theory process should backups be performed?

Accepted Answer

Backups should be performed du

Question 15

If you have long hair, why might you consider tying it back in a pony-tail?

Accepted Answer

You don't want anything gettin

Question 16

What is the best way to verify full system functionality?

Accepted Answer

The best way to verify full sy

Question 17

Which phrase best describes the process of asking questions once a person has described a situation?

Accepted Answer

A) Respectful communication 
B) Sensitivity awareness 
C) Eliciting answers 
D) Showing versatility 
A) Respectful communication 
B) Sensitivity awareness 
C) Eliciting answers 
D) Showing versatility

Question 18

You should respect other people's property and follow the _______________, also known as the Golden Rule.

Accepted Answer

Ethic of R

Question 19

_______________ can affect PC speakers and wireless networks, among other equipment.

Accepted Answer

Radio frequency inte

Question 20

Regarding an onsite accident, what kind of report should detail what happened and where it happened?

Accepted Answer

A) Down time 
B) Formalized 
C) Incident 
D) Performance 
A) Down time 
B) Formalized 
C) Incident 
D) Performance

Exam 2: Operational Procedures

After you test a theory to determine cause, you should establish a(n) ____________________ to resolve the problem and implement a solution.

Which one of the following is not an assertive fact-seeking question?

What are the keys to effective relationships when dealing with customers?

What should you do if a coworker calls you for assistance while you are working with a customer?

What should you avoid learning at all costs?

Taking a moment to touch the power supply before working on a computer and every once in a while as you work to keep yourself at the same electrical potential as the computer is a method of _______________.

The _______________ follows a set of steps to diagnose and fix a computer.

At the completion of work, you should _______________ the problem and solution and _______________ up with the customer to verify satisfaction.

Is EMI more dangerous than ESD? Explain.

Most companies require a signed _______________ to perform work.

Briefly describe the manner in which sensitive parts should be stored to help prevent damage from ESD.

Should you build customer confidence and trust in your technical abilities by memorizing customer passwords and confidential document locations?

What is the best way to prevent RFI?

At what stage of the troubleshooting theory process should backups be performed?

If you have long hair, why might you consider tying it back in a pony-tail?

What is the best way to verify full system functionality?

Which phrase best describes the process of asking questions once a person has described a situation?

You should respect other people's property and follow the _______________, also known as the Golden Rule.

_______________ can affect PC speakers and wireless networks, among other equipment.

Regarding an onsite accident, what kind of report should detail what happened and where it happened?

The Path of the PC Tech

The Visible Computer

Microprocessors

Ram

Bios

Motherboards

Power Supplies

Hard Drive Technologies

Implementing Hard Drives

Essential Peripherals

Building a PC

Windows Under the Hood

Users, Groups, and Permissions

Maintaining and Optimizing Operating Systems

Working With the Command-Line Interface

Troubleshooting Operating Systems

Virtualization

Display Technologies

Essentials of Networking

Local Area Networking

Wireless Networking

The Internet

Portable Computing

Understanding Mobile Devices

Care and Feeding of Mobile Devices

Printers and Multifunction Devices

Securing Computers

Filters

At the completion of work, you should _ the problem and solution and _ up with the customer to verify satisfaction.