Question 1

____ support requires more interaction with customers than any other type of PC support.

Accepted Answer

A) Web 
B) Phone 
C) Face-to-face 
D) Remote 
A) Web 
B) Phone 
C) Face-to-face 
D) Remote B

Question 2

Describe the role of the technical retail associate.

Accepted Answer

Those responsible for selling computers and related equipment are often expected to have technical knowledge about the products they sell.These salespeople work in somewhat of a consulting role and are expected to advise customers about the best technology to meet their needs,how to apply the technology,and maybe even how to configure entire networks and interconnected applications and equipment.Sometimes job roles involve only one stage of the sale.For instance,less technical people might make the initial contact with the customer and begin the sales process,and those who are more technically knowledgeable can act as technical sales consultants to complete the details of the sale.

Question 3

A ____ is responsible for the PC before trouble occurs.

Accepted Answer

A) PC hardware technician 
B) PC software technician 
C) PC support technician 
D) technical support technician 
A) PC hardware technician 
B) PC software technician 
C) PC support technician 
D) technical support technician C

Question 4

To improve your attitude,you must do it from your ____.

Accepted Answer

A) heart 
B) head 
C) intellect 
D) language 
A) heart 
B) head 
C) intellect 
D) language

Question 5

Match each term with the correct statement below.
-Works on site,closely interacting with users,and is responsible for ongoing PC maintenance

Accepted Answer

A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket 
A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket

Question 6

Describe the role of the bench technician.

Accepted Answer

A bench technician works in a lab enviro

Question 7

List four guidelines to follow when working at a users desk.

Accepted Answer

1.Don't take over the mouse or keyboard

Question 8

One of the most important ways to achieve customer satisfaction is to do your best by being ____.

Accepted Answer

A) genial 
B) on time 
C) prepared 
D) courteous 
A) genial 
B) on time 
C) prepared 
D) courteous

Question 9

Match each term with the correct statement below.
-Software that is designed and written to help solve problems

Accepted Answer

A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket 
A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket

Question 10

Knowing how to ____ a problem to those higher in the support chain is one of the first things you should learn on a new job.

Accepted Answer

A) delegate 
B) recommend 
C) downgrade 
D) escalate 
A) delegate 
B) recommend 
C) downgrade 
D) escalate

Question 11

Explain how escalation is most likely done for help-desk support.

Accepted Answer

For help-desk support,escalation is most

Question 12

____ differences happen because we are from different countries and societies or because of physical handicaps.

Accepted Answer

A) Regional 
B) Social 
C) Cultural 
D) Language 
A) Regional 
B) Social 
C) Cultural 
D) Language

Question 13

Most PC support jobs require simply working with hardware and software.

Accepted Answer

A) True 
 B)False

Question 14

Describe an expert system.

Accepted Answer

An expert system is software that is des

Question 15

Describe the documentation for onsite support.

Accepted Answer

For onsite support,a customer expects do

Question 16

Match each term with the correct statement below.
-Initial letters that stand for words

Accepted Answer

A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket 
A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket

Question 17

To provide good service,you need to have a good ____ when servicing customers on the phone or online,on site,or in a shop.

Accepted Answer

A) instincts 
B) plan 
C) script 
D) phone voice 
A) instincts 
B) plan 
C) script 
D) phone voice

Question 18

____ customers are those where you both work for the same company,in which case you might consider the customer your colleague

Accepted Answer

A) External 
B) Partner 
C) Adjunct 
D) Internal 
A) External 
B) Partner 
C) Adjunct 
D) Internal

Question 19

Match each term with the correct statement below.
-Those responsible for selling computers and related equipment

Accepted Answer

A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket 
A) Technical retail associate 
B) Acronyms 
C) Help-desk technician 
D) PC support technician 
E) Expert system
F)Bench technician
G)Jargon
H)PC service technician
I)Ticket

Question 20

Describe the PC support technician role.

Accepted Answer

A PC support technician works on site,cl

Exam 3: Working With People in a Technical World

____ support requires more interaction with customers than any other type of PC support.

Describe the role of the technical retail associate.

A ____ is responsible for the PC before trouble occurs.

To improve your attitude,you must do it from your ____.

Match each term with the correct statement below. -Works on site,closely interacting with users,and is responsible for ongoing PC maintenance

Describe the role of the bench technician.

List four guidelines to follow when working at a users desk.

One of the most important ways to achieve customer satisfaction is to do your best by being ____.

Match each term with the correct statement below. -Software that is designed and written to help solve problems

Knowing how to ____ a problem to those higher in the support chain is one of the first things you should learn on a new job.

Explain how escalation is most likely done for help-desk support.

____ differences happen because we are from different countries and societies or because of physical handicaps.

Most PC support jobs require simply working with hardware and software.

Describe an expert system.

Describe the documentation for onsite support.

Match each term with the correct statement below. -Initial letters that stand for words

To provide good service,you need to have a good ____ when servicing customers on the phone or online,on site,or in a shop.

____ customers are those where you both work for the same company,in which case you might consider the customer your colleague

Match each term with the correct statement below. -Those responsible for selling computers and related equipment

Describe the PC support technician role.

Introducing Hardware

Introducing Operating Systems

Form Factors, power Supplies, and Working Inside a Computer

All About Motherboards

Supporting Processors

Upgrading Memory

Supporting Hard Drives

Installing and Supporting Io Devices

Multimedia Devices and Mass Storage

PC Maintenance and Troubleshooting Strategies

Installing Windows

Maintaining Windows

Optimizing Windows

Tools for Solving Windows Problems

Fixing Windows Problems

Networking Essentials

Networking Practices

Security Essentials

Security Practices

Supporting Notebooks

Supporting Printers

Filters