ITSP 134 Quizzes
During your service call at the residence of a customer, you discover you will need a
part that you don't currently have.
What should you do in this case? - ANS-Explain the situation and give the customer
options on how to order the part and when you will return to complete the repair.
Patrick is working on a computer that is having wireless network connection issues.
Patrick decides that he needs to take the laptop with him to repair it and then return it to
the user. While Patrick is replacing the wireless network card, he receives a phone call
from the user. The user wants to know where the laptop is because he is leaving on a
business trip that day and needs the computer.
What should Patrick have done to avoid this situation? - ANS-Offered the user different
repair options.
During your discussion with a client about a problem with his computer, you realize that
he is explaining a problem you have seen several times.
What should you do when you realize you understand the problem? - ANS-Actively
listen to the client until he finishes explaining the problem.
John is trying to find everything on his computer associated with a new application that
he downloaded.
Is it true or false that when using the search box in Windows 10, you can search for an
app or a file or search for its name on the web? - ANS-True
Derek is working at the help desk when he receives a call from a client about an issue
with the company's email. The customer is very upset about the email issue. He is
complaining about the email service and the IT department in general.
What should Derek do to defuse the situation? - ANS-Let the customer vent and then
restart the conversation.
What is another name for several small utility programs that are found in the Control
Panel? - ANS-Applets
What term describes one or more characters following the last period in a filename,
such as .exe, .txt, or .avi? - ANS-File extension
,Lane is very nervous about going to visit the person on his help desk ticket. There are
several notes from senior technicians about the client, and most of the notes are about
how difficult she is to deal with.
What advice can you give Lane for dealing with this difficult client? (Select all that
apply.) - ANS-Try not to argue with her or be defensive.
When talking with her, use clarifying statements to show her you understand the
problem.
Don't dismiss what she says the problem might be.
Richard has been called to the human resources department to repair a desktop
computer. The woman using the computer is currently working on the company's payroll
and wants to get her computer working quickly so that everyone will be paid on time.
While working at her desk, Richard notices that the paperwork she is entering into the
system has his coworkers' bank account information.
What should Richard do when he discovers this paperwork? - ANS-Ask the client to
remove the documents.
Wanda wants to find some basic information about her computer, for example, what
operating system and how much RAM are installed on her computer.
Where can Wanda find this information quickly in Windows 10? - ANS-System window
What is the maximum amount of memory supported by a 32-bit Windows operating
system? - ANS-4GB
Sara receives a call from a customer who just purchased her first computer with
Windows 10 installed. She is having some issues using the new computer and needs
help setting up a printer.
What should Sara do when working with the inexperienced customer? (Select all that
apply.) - ANS-Keep a positive attitude.
Frequently ask the customer what she sees on the screen.
Avoid asking the customer to take steps that might destroy files or settings.
Jerry is working at the desk of a client in the marketing department of his company. The
client thinks that the problem is the video card, because he has a computer at home
with the same problem. The client explains to Jerry that when he fixed the problem, he
had to reseat the video card.
, What should Jerry do when dealing with the client? (Select all that apply.) -
ANS-Compliment the client on his knowledge.
Ask the client to backtrack to see what things he tried in order to fix the computer.
Check the simple things first to make sure you do not miss anything.
What type of software is used to control a computer? - ANS-Operating system
Isaac was assigned to work on a computer in his company's R&D department. While
working on the system, Isaac received several text messages and emails from his
coworkers about another issue in the data center. Isaac answered the text messages as
they came in and finished working on the computer system in the R&D department. The
next day Isaac was called into his supervisor's office. His supervisor told him that he
received a complaint that Isaac was on his phone instead of working on the problem
with the computer.
What should Isaac have done differently to avoid this complaint? - ANS-Avoided
distractions.
George is working onsite at a client's desk. The client's phone rings during George's
visit, and the client explains that she must take the call.
What should George do in this situation? - ANS-Excuse himself and check back when
the call is complete.
Manuel is working on a project in Visual Studio. He wants to keep this program showing
on the entire desktop, but he also needs to have several other applications open so that
he can research the project.
What feature in Windows 10 will allow Manuel to view Visual Studio on the full desktop
and have other applications open at the same time? - ANS-Task View
In Windows 10, you can find this user-friendly interface to access numerous Windows
settings?
What is the name of this user-friendly interface? - ANS-Settings app
Andrew is researching a new operating system for the computers at his workplace. His
boss wants the computers to be able to connect to the cloud and thus have security in
case the laptops are stolen.
What version of Windows 8.1 does not have the ability to lock the hard drive so that it is
unusable if removed from a laptop? - ANS-Window 8.1 Core
During your service call at the residence of a customer, you discover you will need a
part that you don't currently have.
What should you do in this case? - ANS-Explain the situation and give the customer
options on how to order the part and when you will return to complete the repair.
Patrick is working on a computer that is having wireless network connection issues.
Patrick decides that he needs to take the laptop with him to repair it and then return it to
the user. While Patrick is replacing the wireless network card, he receives a phone call
from the user. The user wants to know where the laptop is because he is leaving on a
business trip that day and needs the computer.
What should Patrick have done to avoid this situation? - ANS-Offered the user different
repair options.
During your discussion with a client about a problem with his computer, you realize that
he is explaining a problem you have seen several times.
What should you do when you realize you understand the problem? - ANS-Actively
listen to the client until he finishes explaining the problem.
John is trying to find everything on his computer associated with a new application that
he downloaded.
Is it true or false that when using the search box in Windows 10, you can search for an
app or a file or search for its name on the web? - ANS-True
Derek is working at the help desk when he receives a call from a client about an issue
with the company's email. The customer is very upset about the email issue. He is
complaining about the email service and the IT department in general.
What should Derek do to defuse the situation? - ANS-Let the customer vent and then
restart the conversation.
What is another name for several small utility programs that are found in the Control
Panel? - ANS-Applets
What term describes one or more characters following the last period in a filename,
such as .exe, .txt, or .avi? - ANS-File extension
,Lane is very nervous about going to visit the person on his help desk ticket. There are
several notes from senior technicians about the client, and most of the notes are about
how difficult she is to deal with.
What advice can you give Lane for dealing with this difficult client? (Select all that
apply.) - ANS-Try not to argue with her or be defensive.
When talking with her, use clarifying statements to show her you understand the
problem.
Don't dismiss what she says the problem might be.
Richard has been called to the human resources department to repair a desktop
computer. The woman using the computer is currently working on the company's payroll
and wants to get her computer working quickly so that everyone will be paid on time.
While working at her desk, Richard notices that the paperwork she is entering into the
system has his coworkers' bank account information.
What should Richard do when he discovers this paperwork? - ANS-Ask the client to
remove the documents.
Wanda wants to find some basic information about her computer, for example, what
operating system and how much RAM are installed on her computer.
Where can Wanda find this information quickly in Windows 10? - ANS-System window
What is the maximum amount of memory supported by a 32-bit Windows operating
system? - ANS-4GB
Sara receives a call from a customer who just purchased her first computer with
Windows 10 installed. She is having some issues using the new computer and needs
help setting up a printer.
What should Sara do when working with the inexperienced customer? (Select all that
apply.) - ANS-Keep a positive attitude.
Frequently ask the customer what she sees on the screen.
Avoid asking the customer to take steps that might destroy files or settings.
Jerry is working at the desk of a client in the marketing department of his company. The
client thinks that the problem is the video card, because he has a computer at home
with the same problem. The client explains to Jerry that when he fixed the problem, he
had to reseat the video card.
, What should Jerry do when dealing with the client? (Select all that apply.) -
ANS-Compliment the client on his knowledge.
Ask the client to backtrack to see what things he tried in order to fix the computer.
Check the simple things first to make sure you do not miss anything.
What type of software is used to control a computer? - ANS-Operating system
Isaac was assigned to work on a computer in his company's R&D department. While
working on the system, Isaac received several text messages and emails from his
coworkers about another issue in the data center. Isaac answered the text messages as
they came in and finished working on the computer system in the R&D department. The
next day Isaac was called into his supervisor's office. His supervisor told him that he
received a complaint that Isaac was on his phone instead of working on the problem
with the computer.
What should Isaac have done differently to avoid this complaint? - ANS-Avoided
distractions.
George is working onsite at a client's desk. The client's phone rings during George's
visit, and the client explains that she must take the call.
What should George do in this situation? - ANS-Excuse himself and check back when
the call is complete.
Manuel is working on a project in Visual Studio. He wants to keep this program showing
on the entire desktop, but he also needs to have several other applications open so that
he can research the project.
What feature in Windows 10 will allow Manuel to view Visual Studio on the full desktop
and have other applications open at the same time? - ANS-Task View
In Windows 10, you can find this user-friendly interface to access numerous Windows
settings?
What is the name of this user-friendly interface? - ANS-Settings app
Andrew is researching a new operating system for the computers at his workplace. His
boss wants the computers to be able to connect to the cloud and thus have security in
case the laptops are stolen.
What version of Windows 8.1 does not have the ability to lock the hard drive so that it is
unusable if removed from a laptop? - ANS-Window 8.1 Core
