Name: 
 

IT Essentials Objective 8.1



Multiple Choice
Identify the choice that best completes the statement or answers the question.
 

 1. 

You have just been moved into the customer service area of your company and will be the first contact for many customers with service issues. Your new manager has told you the most important thing you can do is practice active listening. Which of the following describes active listening?
a.
Participating in discussions with customers and letting them know they are being heard
c.
Guiding the customers’ conversation so that it ends where you need it to
b.
Listening until customers completely finish their explanation and then recapping their conversation to make sure you got it all
d.
Interjecting your feedback into the discussion as soon as you have a good idea as to the cause of the problem
 

 2. 

After troubleshooting a customer’s PC, you determine it has a bad RAM module that needs to be replaced. After you explain your findings to the customer several times, she still disagrees with your findings and doesn’t understand why the module needs to be replaced. Which of the following should you do?
a.
Prepare the customer a step-by-step description of your troubleshooting process
c.
Install the RAM and then show the customer the difference in the system’s operation
b.
Offer to let the customer speak to your immediate supervisor
d.
Go online with the customer or use a troubleshooting reference to back up your diagnosis of the problem
 

 3. 

You have been called into your service manager’s office and told that your communications with your subordinates tend to be overly assertive at times. The manager explains that some of your assertiveness is good and some is counterproductive. Which of the following is an example of good assertive communication?
a.
Telling a coworker “I don’t think you know what you’re doing”
c.
Saying “Your work makes you look incompetent” to a coworker
b.
Telling an employee “If you don’t get this job finished today, I will fire you”
d.
Saying “You will have to stay on task to get this project done on schedule” to an employee
 

 4. 

A customer spends several minutes telling you the problems he is having with his PC. You are reasonably sure that you comprehend the problem, so how should you handle the customer at this point?
a.
Repeat each portion of the problem back to the customer for verification
c.
Tell the customer the service is no longer available
b.
Report the problem to your supervisor to let her know why your call is taking so long to complete
d.
Tell the customer you understand and fix the problem without any further delay
 

 5. 

Brian Patrick is called into a senior vice president’s office at 4:45 p.m.  This user’s computer just crashed while she was in the middle of preparing an important document for the annual shareholders meeting scheduled for tomorrow at 8:30 a.m.  Brian is the on-call PC technician for the firm and has been told that he must make sure that the document is recovered right away.  Brian takes a deep breath and remembers that one of the fundamental rules in troubleshooting applies to emergencies.  What does the “Keep your cool and don’t rush” rule say?
a.
Protect the hardware and the CPU.
b.
Protect the data and software.
c.
Protect the software and the RAM.
d.
Protect the hardware and the power supply.
 

 6. 

Gregory Smith is working on a user’s computer at his work bench in the IT department.  He suspects that the network card in the computer has gone bad and he is preparing to replace it.  Gregory has opened the case and removed the card.  He is wearing a wrist strap to guard against ESD, but what should he do with the card he just removed?
a.
Place it on a ground mat.
b.
Place it on the metal counter top.
c.
Place it in the bottom of the case.
d.
Place it in the box the new card came out of.
 

 7. 

Louise Keating is about to install a new software package on a user’s Windows XP Professional computer.  As a precaution, she wants to back up the system state.  For this particular operating system, Louise must create what?
a.
a Restore State
c.
a Restore Point
b.
a Backup State
d.
a Snapshot
 

 8. 

Darren Sargent is instructing the PC technicians on his staff of a new policy regarding maintenance on the company’s computers.  Some users have accidentally deleted critical system files which has resulted in them being unable to successfully reboot their PCs.  From now on, the technicians are to initiate a schedule where they will go to all user machines and use Windows Explorer to enable what?
a.
“Hide protected operating system files”
b.
“Do not show protected root directory”
c.
“Do not show restricted files and folders”
d.
“Hide root directory”
 



 
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