Gloucester County Institute of Technology



IT Essentials Chapter 4 Troubleshooting QuestionsName: Click here to enter text.1.? Sally complains that her laptop is overheating, even though all the internal cooling systems are working properly. What suggestions could you make to her that would help her situation? A. don't leave her laptop on for extended periods of time B. buy a cooling pad for laptops C. install a liquid cooling system D. buy a new laptop 2.? When determining if the problem is related to hardware or software, Which of the following is one of the most important questions to ask? A. is the computer plugged in B. what operating system are you using C. have you recently installed any new hardware or software D. does the monitor work3.? If the mouse pointer moves intermittently on the screen but has not failed altogether, which of the following troubleshooting steps should you take? A. check its connection to the port B. clean the mouse C. reinstall the drivers D. check for a conflict with the modem 4.? Billy complains that his computer is giving excessive error messages, the file names and folder names are garbled, and there is an odd noise coming from his tower. What do you suspect as the problem? A. the ram chips B. the power supply C. the hard drive D. The operating system5.? A user complains that his pc crashes during windows xp start up. Which of the following would you suggest for him to correct the problem? A. change his cmos settings B. enable vga mode from windows advanced options C. use last known good configurations D. use check disk utility6.? Sally complains that her computer has changed the drive letters and she does not understand why. What should you suspect, based on what sally has told you? A. The hard drive is about to crash B. The operating system is corrupt C. she has recently added or removed a storage device D. Her system has a virus 7.? A client complains after doing some routine cleaning and maintenance inside the case, her hard drive does not seem to spin up when she boots her system and she gets fixed disk error messages. What is the first thing you should suspect the problem is? A. a loose 34 pin ribbon cable B. a loose Molex connector C. esd D. hard drive failure 8.? A user complains that they cannot hear any sound on their computer. What are some simple things you should consider concerning this problem? CHOOSE 2 A. defective graphics card B. bad cable connection C. volume not up on the monitor D. power cable to speaker not connected 9.? A user complains that her computer is suddenly running slow and it was not like that yesterday. She explains she has not downloaded or installed any new software recently and this problem happened only one time before. Which of the following might you suspect? A. a program trying to hog all the processes B. her hard drive is corrupt C. she has a cmos virus D. her operating system is corrupt 10.? A client calls and complains that he has recently moved and when he hooked his system back up, the pc powered up and for a split second everything was operating properly, then all of a sudden his monitor went black. The power light was still on for the monitor. What do you suspect might be the problem? A. video card B. operating system C. ram D. hard drive 11.? Mr. Sims complains that his date and time on his computer keeps messing up. He has reset it many times, but every time he boots his system up, it is always wrong again. Which of the following could cause the problem? CHOOSE 2 A. ram failure B. cmos ram chip failure C. cmos battery D. cmos settings are incorrect 12.? Larry complains that there is no output from his printer. Which of the following could cause the problem? choose all that apply. A. printer port failure B. improper cable connection C. paper jam D. faulty software setup 13.? What is the easiest way to correct a problem on a user's workstation? A. reboot the computer B. reinstall the os C. reconfigure the workstations hardware settings D. create a new user profile 14.? A user contacts you to report an application error on his workstation. Which of the following could you use to isolate the problem? A. ask the user to restart his computer B. ask another user to perform the same action on the original user's pc C. ask another user to perform a related action on an equivalent machine D. ask the user to reinstall the nic in the workstation 15.? Which of the following is not part of the troubleshooting model? A. Identify the most probable cause.B. Test the solution. C. Establish a baseline. D. Identify the probable causes.16. What Device Stores Your Computers Data When You Turn It Off? RAM CPU Hard Drive CD-Rom17. What Is Your CPU's Speed Measured In? Hyperthreads BusMhzQhz18. Which Device Stores Data for Processing & Helps You Run Multiple Programs At Once Hard DriveCPU PCI RAM19. Which Speed Is Faster? 1000Mhz 33 Mhz 3Ghz 733 Bhz 20. Which Type Of Computer Is Portable? Desktop Tower LaptopBooktop21. What Is The First Step When Working On The Inside Of A Computer? Blow Dust Wear Gloves Anti-Static WristbandTurn It Off22. Which Hard Drive Size Is Largest? 300MB 3GB 450GB 1TB23. What Device Helps Move Heat Away From A Processor? Heat Sink Power Supply BIOS Vent Slots24. Which Function Below Deletes All Data From A Hard Drive? Recycle Format Delete c:\delete25. Which Windows Function Returns Windows To A Previous Date? Way-Back Return System Restore Uh-oh 26. Which Function Divides A Hard Drive Into Smaller Sections? Format Partition Zip htaccess27. Which Device Converts 120Volt AC From Your Wall To 12VDC for your computer to use? mother boardCPU Power Supply Flux Capacitor28. Which of the below media types hold the most information? Blu-ray DVD CD Floppy Disks29. A customer calls to report a problem with a computer. What is the first step the technician should use to resolve the computer problem? Direct the customer to various vendor Web sites Complete a work order documenting the cause of the problem. Identify the problem. Gather information from the customer.30. A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.) Personalize the call by periodically asking questions unrelated to the computer problem. Allow the customer to speak without interruption. Use technical terms to determine the level of knowledge the customer possesses. Ask only closed-ended questions. Refer to the customer by name whenever possible.31. Which two techniques should be used when dealing with an inexperienced customer? (Choose two.) Use simple step-by-step instructions. Explain possible causes of the problem to the customer. Criticize the customer to prevent the possibility of repeating the problem in the future. Ask to set up a conference call with a level 2 technician. Speak in plain terms.32. While a technician is listening to a lengthy explanation of a problem, the technician determines the solution to the problem. How should the technician proceed? Interrupt the customer immediately by beginning to explain the solution. Put the customer on hold. After the conversation is interrupted, return and explain the solution. Wait patiently until the customer is finished speaking, and then explain the possible solution. Interrupt the customer by asking a question and then suggest the solution.33. What are three guidelines for beginning a call with a customer? (Choose three.) Interrupt customers as soon as the problem can be determined. Determine the level of knowledge that the customer possesses regarding computers. Place angry customers on hold immediately. Immediately transfer angry customers to a manager. Use brief communication to establish a one-to-one connection with the customer. Call the customer by name.34. Which two approaches are recommended when dealing with customers on the telephone? (Choose two.) Be positive. Explain what you will be unable to accomplish. Look for alternative ways to help the customer. Interrupt customers to explain solutions and save time. Refer customers to the Internet when the solution is obvious. 35. A technician is talking on the telephone to an angry customer who is unhappy with previous service. How should the technician calm the customer? Listen carefully and attempt to solve the customer's problem. Attempt to minimize the problem. Debate with the customer in an attempt to defend the company. Schedule a meeting with the customer, another technician, and the manager.36. A technician receives a call from a customer who is too talkative. How should the technician handle the call? Talk over the customer and quickly gather the necessary information to help them. Allow the customer to speak without interruption and then try to use closed-ended questions to gather data. Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information. Politely step in and gain control of the call by asking the customer social questions. 37. A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.) use jargon, abbreviations, and acronyms relating to computer repair possess good listening skills be willing to work long hours display professional behavior at all times be willing to talk strongly to difficult customers 38. Troubleshooting is as much about communicating with the customer as it is about knowing how to fix a computer.True False ................
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