Name: 
 

IT Essentials Objective 8.2



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

 1. 

When you arrive at a remote service call, you find that the business manager is very upset about the situation. What key thing do you need to remember to successfully deliver service to this customer?
a.
Stay calm and refer the customer to your supervisor
c.
Think of something nice to block out the tension created by the angry customer
b.
Stay calm and do the job as efficiently as possible
d.
Avoid dealing with the customer directly and do the job as efficiently as possible
 

 2. 

You are working remotely at a customer’s office when you receive a call on your cell phone. The phone display indicates that the call is coming from a friend. How should you handle this situation?     
a.
Ignore the call and let it go to voicemail for later
c.
Answer the call, tell the friend you will have to speak later, and end the call
b.
Tell the customer you have to take the call, step away from the work space, and handle it as quickly as possible
d.
Leave the customer’s office and return the call
 

 3. 

When dealing with customers over the telephone, you should ______.
a.
control the call and gather important information about the problem
c.
let the customers explain everything and write it down
b.
allow the customers to guide the call because they saw the problem
d.
take control of the conversation as soon as you have a good idea of what the problem is
 

 4. 

An angry customer returns a computer that she brought in several times for the same problem, but it still does not work. What is the best way to handle this situation?
a.
Tell the customer that you have not worked on this computer before but you’re the best and you are sure you will get it fixed
c.
Offer to send off the machine to a depot facility for a detailed troubleshooting process
b.
Tell the customer that the machine qualifies as a lemon under the “lemon law” and replace it with a new unit
d.
Try to calm the customer, review all the problems with her, perform a standard troubleshooting process based on the information and symptoms you receive and correct the problem
 

 5. 

While working on a user’s computer, his phone rings. Which of the following should you do?
a.
Answer the phone and take a message for the person
c.
Answer the call and ask the caller to wait so that you can find the user
b.
Don’t touch the phone; let the message system get the call
d.
Answer the call and tell the caller to call back later
 



 
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