CompTIA A+ Remote Support Technician Designation Set 16

1.

Which of the following would be the BEST way for a technician to deal with a talkative customer?

Ask the customer to call back and leave a voice mail about the problem. Use open-ended questions to gather as much information as possible from the customer. Interrupt the customer and change the subject to obtain information about the problem. Use closed-ended questions to obtain information about the customers problem.

2.

While assisting a customer on an extended issue it becomes necessary to place the customer on hold to request assistance. When you ask the customer if they would mind being placed on hold they decline. Which of the following would be the BEST action to take next?

Place the customer on hold for a short time. Leave the customer on the line and step away quietly. Tell the customer that you will need to put them on hold to continue assisting them. Ask the customer what they would prefer to happen next or offer to call back.

3.

Upon receiving an urgent call from a customer, a technician determines that an onsite visit is required. The technician promises the customer that a co-worker will be onsite later because the technician does not want the customer to become upset. After checking, the technician realizes that the co-worker cannot visit the site. Which of the following actions by the technician would avoid a similar situation in the future?

Tell the customer that all appointments are tentative. Check with a co-worker before making commitments for the co-workers schedule. Ask a supervisor to send the co-worker to visit the site as promised. Avoid making promises to customers.

4.

A new floppy drive has been installed but the light is staying on. Which of the following is MOST likely causing the problem?

The voltage is too high. The power cable is connected incorrectly. The data cable is connected backwards. The floppy drive is bad.

5.

A computer that can host dual PCI-Express video cards is said to be:

NLI compatible. MLI ready. SLI compatible. NVEX ready.

CompTIA A+ Remote Support Technician Designation Set 16

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CompTIA A+ Remote Support Technician Designation Set 16

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