Summary

More documents

Recommendations

Info

Chapter 10: Communication Skills 237. What is the proper way to conduct a telephone call to troubleshoot a computerproblem?A. Always gather information from the customer and escalate the problem.B. Maintain professional behavior at all times.C. Ask personal questions to get better acquainted with the customer.D. Explain each step to help the customer understand the troubleshooting process.8. A user calls to report that his new computer is broken. The technician determines thatthe user is inexperienced and possesses a limited understanding of computer technology.How should the technician handle this call?A. Write up a brief trouble ticket and send a technician to the customer to resolve thecomputer problem.B. Attempt to gather information using a simple step-by-step process to determine theproblem.C. Explain technical terms to the customer to educate him so that he can describe theproblem.D. Direct the user to several websites to help him identify the problem.9. A customer calls, asking for help with an error code displayed on a computer runningLinux. The technician has limited experience with Linux. What should she do?A. Attempt the repair anyway.B. Apologize, and tell the customer that she hopes to receive training for Linux in thefuture.C. Gather information about the problem and escalate the call to a level-two technician.D. Direct the customer to the manufacturer’s website.10. Your office informs you that a customer will be contacting you by cell phone withinthe next ten minutes about an emergency. The customer does not contact you beforeyour next appointment with another customer. What should you do if the previous customercalls you while you are with the next customer?A. Call your supervisor.B. Let the call go to voice mail.C. Excuse yourself and take the call.D. Send the customer a text message.
24 IT Essentials: PC Harware and Software Companion Guide11. A customer who just contacted you is very angry about your company’s service.During the call, you discover that another technician responded to the customer’s issue.What should you do?A. Stay calm.B. Ask for clarification.C. Ask the customer what would make the situation better.D. Transfer the customer to the technician who initially handled the issue.12. A customer calls you and explains in great detail a problem she is having with hercomputer. What should you do?A. Interrupt her and obtain only the relevant information.B. Interrupt her and obtain only the basic information.C. Allow her to finish explaining the problem, and record all the details she gives you.D. Allow her to finish explaining the problem, but record only the information you feelis relevant.
Page 2 and 3:
IT Essentials: PC Hardware andSoftw
Page 4 and 5:
iiiTrademark AcknowledgmentsAll ter
Page 6:
vAbout the Technical ReviewersDavid
Page 10:
ixIdentify the Names, Purposes, and
Page 13 and 14:
xiiIT Essentials: PC Hardware and S
Page 15 and 16:
xivIT Essentials: PC Hardware and S
Page 17 and 18:
xviIT Essentials: PC Hardware and S
Page 19 and 20:
xviiiIT Essentials: PC Hardware and
Page 21 and 22:
xxIT Essentials: PC Hardware and So
Page 23 and 24:
xxiiIT Essentials: PC Hardware and
Page 25 and 26:
xxivIT Essentials: PC Hardware and
Page 27 and 28:
xxviIT Essentials: PC Hardware and
Page 29 and 30:
xxviiiIT Essentials: PC Hardware an
Page 31 and 32:
xxxIT Essentials: PC Hardware and S
Page 33 and 34:
xxxiiIT Essentials: PC Hardware and
Page 35 and 36:
xxxivIT Essentials: PC Hardware and
Page 38 and 39:
CHAPTER 1Introduction to the Person
Page 40 and 41:
Chapter 1: Introduction to the Pers
Page 42 and 43:
Page 44 and 45:
Page 46 and 47:
Page 48 and 49:
Page 50 and 51:
Page 52 and 53:
Page 54 and 55:
Page 56 and 57:
Page 58 and 59:
Page 60 and 61:
Page 62 and 63:
Page 64 and 65:
Page 66 and 67:
Page 68 and 69:
Page 70 and 71:
Page 72 and 73:
Page 74 and 75:
Page 76 and 77:
Page 78 and 79:
Page 80 and 81:
Page 82:
Page 85 and 86:
2 IT Essentials: PC Harware and Sof
Page 87 and 88:
Page 89 and 90:
Page 91 and 92:
Page 93 and 94:
10 IT Essentials: PC Harware and So
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
2 IT Essentials: PC Hardware and So
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
10 IT Essentials: PC Hardware and S
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130:
Page 131 and 132:
Page 133 and 134:
Page 135 and 136:
Page 137 and 138:
Page 139 and 140:
Page 141 and 142:
Page 143 and 144:
Page 145 and 146:
Page 147 and 148:
Page 150 and 151:
CHAPTER 5Fundamental Operating Syst
Page 152 and 153:
Chapter 5: Fundamental Operating Sy
Page 154 and 155:
Page 156 and 157:
Page 158 and 159:
Page 160 and 161:
Page 162 and 163:
Page 164 and 165:
Page 166 and 167:
Page 168 and 169:
Page 170 and 171:
Page 172 and 173:
Page 174 and 175:
Page 176 and 177:
Page 178 and 179:
Page 180 and 181:
Page 182 and 183:
Page 184 and 185:
Page 186 and 187:
Page 188 and 189:
Page 190 and 191:
Page 192 and 193:
Page 194 and 195:
Page 196 and 197:
Page 198 and 199:
Page 200 and 201:
Page 202 and 203:
Page 204 and 205:
Page 206:
Page 209 and 210:
Page 211 and 212:
Page 213 and 214:
Page 215 and 216:
Page 217 and 218:
Page 219 and 220:
Page 221 and 222:
Page 223 and 224:
Page 225 and 226:
Page 227 and 228:
Page 229 and 230:
Page 231 and 232:
Page 233 and 234:
Page 235 and 236:
Page 237 and 238:
Page 239 and 240:
Page 241 and 242:
Page 243 and 244:
Page 245 and 246:
Page 247 and 248:
Page 250 and 251:
CHAPTER 7Fundamental Printers and S
Page 252 and 253:
Chapter 7: Fundamental Printers and
Page 254 and 255:
Page 256 and 257:
Page 258 and 259:
Page 260 and 261:
Page 262 and 263:
Page 264 and 265:
Page 266 and 267:
Page 268 and 269:
Page 270 and 271:
Page 272 and 273:
Page 274 and 275:
Page 276 and 277:
Page 278 and 279:
Page 280 and 281:
Page 282 and 283:
Page 284 and 285:
Page 286:
Page 289 and 290:
Page 291 and 292:
Page 293 and 294:
Page 295 and 296:
Page 297 and 298:
Page 299 and 300:
Page 301 and 302:
Page 303 and 304:
Page 305 and 306:
Page 307 and 308:
Page 309 and 310:
Page 311 and 312:
Page 313 and 314:
Page 315 and 316:
Page 317 and 318:
Page 319 and 320:
Page 321 and 322:
Page 323 and 324:
Page 325 and 326:
Page 327 and 328:
Page 329 and 330:
Page 331 and 332:
Page 333 and 334:
Page 335 and 336:
Page 337 and 338:
Page 339 and 340:
Page 341 and 342:
Page 343 and 344:
Page 345 and 346:
Page 347 and 348:
Page 349 and 350: 62 IT Essentials: PC Harware and So
Page 351 and 352: 2 IT Essentials: PC Harware and Sof
Page 399: 22 IT Essentials: PC Harware and So
Page 451 and 452:
Page 453 and 454:
Page 455 and 456:
Page 457 and 458:
Page 459 and 460:
Page 461 and 462:
Page 463 and 464:
Page 465 and 466:
Page 467 and 468:
Page 469 and 470:
Page 471 and 472:
Page 473 and 474:
Page 476 and 477:
CHAPTER 13Advanced Laptops and Port
Page 478 and 479:
Chapter 13: Advanced Laptops and Po
Page 480 and 481:
Page 482 and 483:
Page 484 and 485:
Page 486 and 487:
Page 488 and 489:
Page 490 and 491:
Page 492 and 493:
Page 494 and 495:
Page 496 and 497:
Page 498 and 499:
Page 500 and 501:
Page 502 and 503:
Page 504 and 505:
CHAPTER 14Advanced Printers and Sca
Page 506 and 507:
Chapter 14: Advanced Printers and S
Page 508 and 509:
Page 510 and 511:
Page 512 and 513:
Page 514 and 515:
Page 516 and 517:
Page 518 and 519:
Page 520 and 521:
Page 522 and 523:
Page 524 and 525:
Page 526 and 527:
Page 528 and 529:
Page 530 and 531:
Page 532 and 533:
Page 534 and 535:
Page 536 and 537:
CHAPTER 15Advanced NetworksObjectiv
Page 538 and 539:
Chapter 15: Advanced Networks 3Use
Page 540 and 541:
Chapter 15: Advanced Networks 5Desi
Page 542 and 543:
Chapter 15: Advanced Networks 7■
Page 544 and 545:
Chapter 15: Advanced Networks 9Sele
Page 546 and 547:
Chapter 15: Advanced Networks 11Int
Page 548 and 549:
Chapter 15: Advanced Networks 13Wor
Page 550 and 551:
Chapter 15: Advanced Networks 15Swi
Page 552 and 553:
Chapter 15: Advanced Networks 17The
Page 554 and 555:
Chapter 15: Advanced Networks 19Fil
Page 556 and 557:
Chapter 15: Advanced Networks 21Aft
Page 558 and 559:
Chapter 15: Advanced Networks 23Usi
Page 560 and 561:
Chapter 15: Advanced Networks 25Tab
Page 562 and 563:
Chapter 15: Advanced Networks 27Tab
Page 564 and 565:
Chapter 15: Advanced Networks 29Fig
Page 566 and 567:
Chapter 15: Advanced Networks 31Tro
Page 568 and 569:
Chapter 15: Advanced Networks 33■
Page 570 and 571:
Chapter 15: Advanced Networks 35Lab
Page 572 and 573:
Chapter 15: Advanced Networks 37Wor
Page 574 and 575:
CHAPTER 16Advanced SecurityObjectiv
Page 576 and 577:
Chapter 16: Advanced Security 3Afte
Page 578 and 579:
Chapter 16: Advanced Security 5Work
Page 580 and 581:
Chapter 16: Advanced Security 7Expl
Page 582 and 583:
Chapter 16: Advanced Security 9inte
Page 584 and 585:
Chapter 16: Advanced Security 11Des
Page 586 and 587:
Chapter 16: Advanced Security 13Har
Page 588 and 589:
Chapter 16: Advanced Security 15■
Page 590 and 591:
Chapter 16: Advanced Security 17You
Page 592 and 593:
Chapter 16: Advanced Security 19Mai
Page 594 and 595:
Chapter 16: Advanced Security 21Ste
Page 596 and 597:
Chapter 16: Advanced Security 23Ste
Page 598 and 599:
Chapter 16: Advanced Security 25How
Page 600:
Chapter 16: Advanced Security 274.
Page 603 and 604:
Page 605 and 606:
Page 607 and 608:
Page 610 and 611:
GlossaryThis glossary defines many
Page 612 and 613:
ase station 3AppleTalk A protocol s
Page 614 and 615:
CMOS battery 5bus topology A networ
Page 616 and 617:
desktop computer 7crosstalk Interfe
Page 618 and 619:
dynamic routing 9Domain Name System
Page 620 and 621:
floppy data cable 11FFast Ethernet
Page 622 and 623:
IEEE 802.11 13Hardware Compatibilit
Page 624 and 625:
Internet service provider 15infrare
Page 626 and 627:
media-handling options 17line of si
Page 628 and 629:
network operating system 19multithr
Page 630 and 631:
ping 21Page Description Language (P
Page 632 and 633:
Regedit 23Printer Control Language
Page 634 and 635:
Small Computer System Interface 25s
Page 636 and 637:
three-claw part retriever 27surge s
Page 638 and 639:
virtual memory 29Uninterruptible Po
Page 640:
zero insertion force (ZIF) socket 3
show all

Summary

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?