20 October 2013

National University of Science and Technology

Centre for Continuing Education
A+ Exam
Duration: 2 hrs

1. You are explaining to Jim that if you don't _______ it can cause PC parts to overheat.

a. Clean the keyboard

b. Keep the humidity high
c. Use liquid inside a computer
d. Remove the dust inside the PC
e. Shake the computer from time to time

2. After you got a call from a company. You have the task to dispose of a storage media. What
would you do with it?

a. You discharge it before disposing

b. You destroy it
c. You sell it
d. You throw it in the regular trash
e. You recycle it

3. A student has passed the CompTIA A+ certification exam. Based on this passing
score, for which job is the student now qualified?
a. Network associate
b. security technician
c. network technician
d. network professional
e. PC hardware and software technician

4. Which of the following is an important part of preventive maintenance?

a. Keeping the humidity high

b. Washing the inside of a computer
c. keeping the temperature high
d. Getting rid of the dust
e. Shacking the computer

5. What is the name of the port in the below picture?

a. AT
b. Mouse
c. PS/2
d. USB

6. Which two form factors are commonly used to build a new motherboard? (Choose
two.)
a. BTX
b. NLQ
c. ATX
d. CLV
e. ECC

7. What is the function of a fan on top of a heat sink?

a. to cool the memory modules
b. to move the heat away from the CPU
c. to draw cool air into the computer case
d. to provide a water-cooling system for extremely fast CPUs

8. Which important feature is offered by the USB standard?

a. A single USB connection to a computer can support up to 255 separate devices.
b. It offers rates of around 580 Mb/sec in low-speed mode.
c. It allows up to 920 Mb/sec in the 2.0 version.
d. It can supply power from the computer to devices.

9. What is the major difference between desktop and laptop motherboards?

a. Desktops use the AT form factor while laptops use the mini or baby AT
form factor.
b. Desktop motherboards typically have a standard form factor and are
interchangeable while laptop motherboards are proprietary.
c. Desktops have a variety of expansion and RAM slot designs while laptops
have standard expansion and RAM slot designs.
d. Currently there is no significant difference in the motherboard form
factors for the desktop and laptop.

10. Which type of interface do current laptops use to achieve similar expansion
capabilities as desktops?
a. CardBus
b. PC ExpressCard
c. ISA
d. PCI

11. Which display technology is most commonly found in modern laptop computers?
a. CRT
b. LED
c. plasma
d. LCD
12. Which two characteristics make laptops a better choice than desktop computers?
(Choose two.)
a. mobility
b. functionality
c. size
d. OS installed
e. compatibility

13.
Refer to the exhibit. Which type of connection is indicated when a laptop LED is
illuminated with the symbol that is shown?
a. USB
b. WiFi
c. FireWire
d. Bluetooth

14. A technician is responding to a helpdesk ticket for a laptop that has a distorted
image of the Windows desktop. What is one possible solution?
a. Adjust the power scheme.
b. Calibrate the LCD backlight.
c. Reset the laptop to the native resolution.
d. Obtain an updated display driver from the laptop manufacturer.

15. Which three components commonly connect to USB or FireWire ports? (Choose
three.)
a. camera
b. AC adapter
c. PC Card
d. printer
e. scanner
f. graphics adapter

16. Which two laptop ports are used primarily for communication and network
connectivity? (Choose two.)
a. Ethernet
b. modem
c. parallel
d. DVI

17. Where can a technician change the power schemes on a laptop running Windows?
a. Select Advanced Settings from within the BIOS.
b. Select Power Options from within the Control Panel.
c. Select Power from within Administrative Tools.
d. Select Configure Power Settings from within Computer Management.

18. Which two questions that a technician can ask during the troubleshooting process
are considered open-ended? (Choose two.)
a. Does the monitor come on?
b. Can you access the Internet?
c. Is the laptop battery charging?
d. What software has been installed?
e. How would you describe the problem you are experiencing?

19. A technician is replacing a laptop SODIMM. With what component is the

technician working?
a. AC adapter
b. battery
c. ExpressBus expansion card
d. hard drive
e. optical drive
f. RAM

20. Which two actions should be performed to clean the surface of CDs and DVDs?
(Choose two.)
a. Use a lint-free cotton cloth.
b. Use a cotton ball.
c. Use a household cleaning solution.
d. Wipe the disc from the center outward.
e. Wipe the disc in a clockwise direction.
f. Wipe the disc in a counterclockwise direction.

21. A technician has been called in to troubleshoot a laptop that fails to power on. The
technician repeatedly pushes the power button without any results. What should
the technician do next?

a. Attach the AC adapter.

b. Replace the battery with a spare.
c. Press a key on the keyboard or use the pointing device.
d. Remove any unused devices including externally connected ones.
22.
Refer to the exhibit. Which two form factors are supported by the devices shown in the
graphic? (Choose two.)
a. 30mm wide
b. 34mm wide
c. 43mm wide
d. 45mm wide
e. 54mm wide

23.
Refer to the exhibit. A laptop has these graphics on specific keys on the keyboard. Which key
would be used in conjunction with the Fn key to disable or enable WIFI?
a. F5
b. F6
c. F7
d. F8

24.
Refer to the exhibit. Which laptop component port is circled?
a. USB
b. VGA
c. parallel
d. S-video
e. docking connector

25. What is the proper way to clean optical drives?

a. Spray ionized solution inside the drive.
b. Use an electrostatic vacuum cleaner.
c. Blow the dust with compressed air from the inside.
d. Use a cleaning disc for optical drives.

26. Which component should be removed before cleaning a laptop?

a. CPU
b. battery
c. monitor
d. keyboard
e. hard drive

29. Using a normal vacuum cleaner inside a PC can cause

a. Humidity
b. Heat
c. ESD
d. Dust
e. Overclocking

28. Which attribute of a solid state drive would be an advantage when being used in a
laptop?
a. Solid state drives have solid spinning disks that are more durable.
b. Solid state drives reduce power usage.
c. Solid state drives have a higher storage capacity than a regular drive.
d. Solid state drives are more reliable because an optical lens is used to read
the disk.

29. A technician is trying to repair a laptop where the images on the display can only
be seen when looking at the screen from an angle. What needs to be done to fix
the problem?
a. Update the GPU driver.
b. Repair the LCD inverter.
c. Increase the video RAM.
d. Replace the LCD backlight.

30. Which maintenance task can be performed to speed up file access on a laptop?
a. disk wiping
b. disk cleanup
c. disk compression
d. disk defragmentation

31. Why should care be taken when charging and handling a laptop battery?
a. It contains toxic material that can leak if mishandled.
b. A laptop battery is delicate and breaks easily.
c. Laptop batteries can explode if mishandled or improperly charged.
d. It is against the law to mishandle a laptop battery.

32.
Refer to the exhibit. Which type of connection is being established between the PDA and
the infrared keyboard?
a. visible
b. line-of-sight
c. reflective
d. close proximity

33. Which IEEE specification defines WPAN technology?

a. 802.3.1
b. 802.5.1
c. 802.7.5
d. 802.11.1
e. 802.13.5
f. 802.15.1

34. Which laptop component is typically considered a CRU?

a. motherboard
b. LCD display
c. keyboard
d. RAM
e. 11

35. A laptop that previously worked now fails to boot. The cursor fails to appear on
the screen. When a bootable DVD is inserted, the system still fails to boot even
though it is set to boot from CD/DVD. The fan turns, so power is applied and the
power light is on. The technician installs the hard drive in another laptop and it
works there. What is the probable cause of the problem?
a. The processor has failed.
b. The hard drive is bad.
c. The LCD panel has failed.
d. The CD/DVD drive has failed.

36. What's important to achieve customer satisfaction?

a. Have an expensive plan

b. Be prepared
c. Whatever happen. Don't ask for help
d. Recommend to change the software
e. Speak about something

37. You are on site working on a computer, while a user comes to you and start asking detailed
questions about what you are doing. He seems really interested in your job. What should you do?

a. Ask him to leave the room

b. Ignore him
c. Tell him where he can get more training
d. Stop what you are doing and answer
e. Call your supervisor

38. Which acronym describes a laptop part that can be replaced by a customer?
a. CPU
b. CRU
c. FRU
d. LCD
e. PDA

39. Which three standard procedures must always be included in a preventive

maintenance schedule? (Choose three.)
a. physical cleaning
b. memory updates
c. personnel training
Saturday, 13 April 2013
d. hard drive maintenance
e. software updates
f. security policies checking

40. Which Windows tool is accurately described?

a. Disk Cleanup cleans the hard drive by placing files in adjacent clusters.
b. Disk Defragmenter is meant to be used when a computer has files that are
modified, added, or deleted often.
c. Disk Cleanup performs tasks such as emptying the recycle bin, checking
for missing applications, and verifying hard drive cluster integrity.
d. Disk Defragmenter provides a list of files that are the most fragmented, an
estimated time to repair, and checkboxes to enable or disable
defragmentation.

41. Which two materials are recommended for use when cleaning a laptop?
a. Diluted ammonia
b. Compressed air
c. Cotton balls
d. Detergent
e. Isopropyl alcohol
f. Mild cleaning solution

42. What is the procedure for configuring power settings on a laptop?

a. Start > Control Panel > Power Options
b. Start > Control Panel > Computer Manager
c. Start > Control Panel > System
d. Start > Programs > Accessories > System Tools >Power Management
e. None of the above

43. What should you do if you are running 10 minutes late to a customer site?

a. Do nothing
b. Call the customer if you are 30 minutes late
c. Call the customer to let him/her know that you are late
d. Call the customer if you can't make it
e. Send the customer a text message

44. Which of the following is a laptop hard drive standard?

a. 3.5 inch IDE
b. 2.5 inch EIDE
c. 2.5 inch IDE
d. 3.5 inch EIDE
e. None of the above

45. Which technology is used by laser printers?

a. digital drop
b. electrophotographic
c. electrostatic spray
d. impact
e. ink melting
Saturday, 13 April 2013

46. Which two interface types can supply power to a scanner or printer? (Choose
two.)
a. USB
b. SCSI
c. serial
d. parallel
e. FireWire

47. Which laser printer component is a metal cylinder that is coated with a lightsensitive
insulating material?
a. drum
b. fuser
c. fusing unit
d. platen
e. transfer corona wire

48. Instead of the document that was expected, a printer is printing unusual
characters. What should be the next steps in solving this printer problem?

a. Replace the print cartridge. If that fails to solve the problem, restart the
printer and run diagnostics.
b. Check the printer data cabling. If the cabling is secure on both ends,
replace the print cartridge or ribbon.
c. Send the print job again. If that fails to work, turn the printer off and back
on, then resend the print job. If the problem still exists, reinstall or upgrade
the print driver.
d. Check the printer power. If the power is on, resend the print job. If the
document still fails to print properly, check the printer to ensure it is set as
the default printer and resend the document.

49. Which Windows command sends a file named example.txt to the default printer?
a. send example.txt
b. example.txt default-printer
c. default-printer example.txt
d. print example.txt

50. Which printer technology is used in low-cost, photo-quality printers?

a. impact
b. inkjet
c. laser
d. thermal

51. What is the best source for a Windows-compatible scanner driver?

a. website for scanner manufacturer
b. Microsoft Update website
c. scanner installation disk
Saturday, 13 April 2013
d. Windows Device Manager
e. Windows hardware profiles

52. Which two methods can restart a stopped print service? (Choose two.)
a. rebooting the computer
b. power cycling the printer
c. restarting the print spooler
d. canceling and resending print jobs
e. disconnecting and reconnecting network cables to the printer

53. What is typical of a network printer installation?

a. the requirement of a UPS
b. the requirement of a hub or a switch
c. the use of FireWire or USB
d. the use of Ethernet or wireless
.

54.
Refer to the exhibit. Which two printer configuration settings should be modified
when changing from standard paper to photo paper? (Choose two.)
a. Duplex
b. Paper Type
c. Print Layout
d. Print Quality
e. Paper Orientation

55. Which software, embedded in a printer, controls how the printer operates and can
be upgraded?
a. driver
b. firmware
c. operating system
d. printer utilities
56. What are two possible negative results from refilling ink cartridges on a printer?
(Choose two.)
a. internal leaks
b. damage to the corona
c. reduced life of the printer
d. toner cartridge malfunctions
e. damage to the electrophotographic drum

57. A museum possesses several old paintings that the curators wish to reproduce and
sell in the museum gift shop. Which type of scanner can be used to produce the
highest-quality reproduction?
a. all-in-one
b. drum
c. flatbed
d. handheld

58. What are two recommended procedures for proper scanner care and maintenance?
(Choose two.)
a. wiping the glass with cloth
b. removing the glass during cleaning
c. keeping the lid open when the scanner is not in use
d. spraying cleaner directly on the glass
e. leaving the scanner connected to the power source

59. Which software converts scanned pages into text?

a. Image Text Converter
b. Optical Character Recognition
c. Optical Text Recognition
d. Character Image Recognition

60. Which routine maintenance procedure can extend the life of a printer?
a. removing impurities collected on internal components
b. removing and cleaning the corona wire regularly
c. cleaning toner from the fusing drum
d. refilling low ink cartridges

61. What problem might be encountered if a laser printer is plugged into a UPS?
a. damage to the UPS
b. inconsistent print quality
c. electrical shock to users
d. damage to the laser printer
Saturday, 13 April 2013

62. What is a feature that causes printers to require higher levels of maintenance than
other electrical devices require?
a. high voltage
b. moving parts
c. network connectivity
d. electrostatic charges

63. Which two items can help extend the life of an inkjet printer? (Choose two.)
a. driver version
b. type of ink
c. type of operating system
d. paper type
e. type of print server
f. type of cable to connect to the PC

64. A technician needs to set up multiple printers in an office so that multiple users
can access the printers without using the resources of any client computers. What
is the best solution to meet these needs?
a. computer-shared printers
b. directly attached printers
c. a dedicated PC print server
d. a print spooler service enabled on each PC

65. What two solutions would fix the problem that occurs when every page that is
printed by a laser printer produces lines or streaks? (Choose two.)
a. Replace the drum.
b. Update the printer driver.
c. Set the printer to the Use Printer Online option.
d. Remove and shake the toner cartridge.
e. Use the cleaning utility to clean the cartridge nozzles.

66. A technician is installing a new inkjet printer. The printer has successfully printed
test pages. Which task also verifies the functionality of an inkjet printer after
installing the printer driver?
a. sending print jobs for at least two minutes to verify the printer speed.
b. configuring the highest resolution before printing to check the printer
memory
c. using different types of paper trays for special paper sizes
d. using only new paper sheets to determine any pre-existing problem with
the print head

67. A technician is trying to allow user access to a printer on a small network. Which
solution is the lowest in cost?
a. wired print server
b. dedicated PC print server
Saturday, 13 April 2013
c. computer-shared printer
d. wireless print server
e. on-demand PC print server

68. Users working in humid environments notice that documents printed by a laser
printer are of poor quality. It is discovered that the printer is unable to attach toner
to the paper. What is the most likely cause of the problem?
a. The environment damaged the drum.
b. The laser printer cartridge was refilled.
c. The incorrect type of paper is being used.
d. The toner is damp from the humidity and is unable to develop.
e. The paper absorbed moisture from the air and is damp.

69. Which printer component can be upgraded to improve the buffering capabilities
of the printer?
a. duplexer
b. memory
c. special media tray
d. wireless network card

70. Which two methods are often used to connect a lower-cost printer to a Windows
XP network? (Choose two.)
a. Use a separate print server.
b. Download a network-compliant driver.
c. Update to a networking firmware.
d. Connect to a networked computer and share the printer.
e. Install a NIC to the printer.
f. Install a Bluetooth adapter in the printer.

71. For a user or technician performing maintenance on a dot matrix printer, what
potential safety hazard does a print head present?
a. cuts from sharp blades
b. burns from hot surfaces
c. illness from toxic chemicals
d. electrocution from high voltages

72. Which type of port is used for low-speed dot matrix printers?
a. Ethernet
b. FireWire
c. SCSI
d. Serial
e. USB

73. Which type of printing option should be implemented to allow a user to change
settings for each document sent to the printer?
a. default
Saturday, 13 April 2013
b. general
c. global
d. per-document
e. pre-script

74. Which path will allow a user to add a printer in Windows 7?

a. Start > Control Panel > Add/Remove Hardware > Add Printer
b. Start > Control Panel > Printers and Faxes > Find a Printer
c. Start > System > Printers and Faxes > Add a Shared Printer
d. Start > Control Panel > Printers and Faxes > Add a Printer

75. What can a technician do to reduce the time a user must wait when large print
jobs are sent to the printer?
a. Change to a networking operating system.
b. Upgrade the operating system.
c. Add more RAM to the printer.
d. Change to a newer version of the firmware.
e. Reinstall the print driver.

76. What is the term when we speak about a device that can be plugged into a USB port while
the computer is on?

a. PCI
b. USB-swappable
c. Cold-swappable
d. Interleaving
e. Hot-swappable

77. A technician has completed the routine maintenance service for all the printers in
the accounting department. Which action helps ensure that the next routine
maintenance service is performed at the correct time?
a. Reset the printer.
b. Print an extended test page.
c. Upgrade printer firmware.
d. Print the maintenance page.
e. Install available patches from the manufacturer.
f. Reset the counters.

78. You want to protect your computer from high voltages. What should you buy?

a. UPS
b. Power outlet
c. Ground Fault interrupter
d. Surge suppressor
e. Loop back plug

79. What is a function of the adapter cards that are installed in a computer?
a. to transfer external power to the motherboard
b. to connect the motherboard to internal memory
c. to connect internal power cables to the motherboard
d. to provide functionality for external components to be connected to the
computer

80. Which two connections should be provided to a floppy disk drive during
installation? (Choose two.)
a. a floppy data cable to connect the FDD to the motherboard
b. a cable from the power supply to the Berg power connector on the FDD
c. a cable from the 3-pin fan power connector into the Berg power connector
on the FDD
d. a data cable from the Molex connector of the optical drive to the Berg
connector on the FDD
e. a cable from the 20-pin ATX power connector socket on the motherboard
to the Berg power connector on the FDD

81. When building a computer, which two components are normally installed in 3.5-
inch drive bays? (Choose two.)
a. hard drive
b. optical drive
c. floppy drive
d. flash drive
e. video card

82. Which two connectors are used to connect external peripherals? (Choose two.)
a. EIDE
b. Molex
c. PATA
d. PS/2
e. USB

83. Which type of drive is installed in a 5.25-inch bay?

a. hard drive
b. optical drive
c. floppy drive
d. LS120 drive

84. What is the most reliable way for users to buy the correct RAM to upgrade a
computer?
a. Buy RAM that is the same color as the memory sockets on the
motherboard.
b. Ensure that the RAM chip is the same size as the ROM chip.
c. Ensure that the RAM is compatible with the peripherals installed
on the motherboard.
d. Check the motherboard manual or manufacturer’s website.
85. What is a convenient way that a technician can tell whether a ribbon cable is for
an IDE hard drive or a floppy drive?
a. The IDE cable has a colored stripe on one edge.
Saturday, 13 April 2013
b. The floppy cable motherboard connector is normally gray.
c. The IDE cable is gray.
d. The floppy cable has a twist in the cable.

86. Which action is recommended to prevent the motherboard from contacting the
metal base of the case?
a. Ensure that the non-conductive side of the case is beneath the
motherboard.
b. Use standoffs to keep the motherboard above the metal base.
c. Place a non-conductive barrier between the motherboard and the
metal base.
d. Use a self-adhesive non-conductive membrane on the underside of
the motherboard.

87. A technician has just finished assembling a new computer. When the computer is
powered up for the first time, the POST discovers a problem. How does the POST
indicate the error?
a. It issues a number of short beeps.
b. The LED on the front of the computer case flashes a number of
times.
c. It places an error message in the BIOS.
d. It locks the keyboard.

88. A
technician is installing a new power supply in a computer. Which type of power
connector should be used to connect to an ATX motherboard?
a. Berg
b. mini-Molex
c. Molex
d. 20-pin connector

89. While troubleshooting a printing problem. The customer start explaining in great detail what
he was trying to do, when he tried to print and the fix he tried to do. At what point should you
interrupt him?
a. After he describe the first problem
b. As soon as you understand the problem
c. If you are late
d. As soon as you have the solution
e. Never

90. What should be the next installation step after all the internal components of a PC
have been installed and connected to the motherboard and power supply?
a. Connect the monitor cable.
b. Connect the network cable.
c. Reattach the side panels to the case.
Saturday, 13 April 2013
d. Connect the power cables to the computer.

91. What is a function of the BIOS?

a. enables a computer to connect to a network
b. provides temporary data storage for the CPU
c. performs a check on all internal components
d. provides graphic capabilities for games and applications

92. When installing a CPU in a ZIF socket, how should the technician align the pins
to avoid damage?
a. Pin 1 is always aligned with the opposite corner from the base of
the lever.
b. Pin 1 on the CPU is aligned with Pin 1 on the ZIF socket.
c. Pin 1 is aligned with the corner closest to the memory.
d. The removed corner of the CPU is always aligned with the corner
opposite Pin 1.

93.
What is a function of a video adapter card?
a. stores video files in RAM
b. connects a computer to a video storage device
c. provides the appropriate drivers for the monitor
d. provides an interface between a computer and a display monitor
94.
Refer to the exhibit. Which should be the last step when connecting external cables to a
computer?
a. Step 1
b. Step 2
c. Step 3
d. Step 4
e. Step 5
f. Step 6

95. After a technician has assembled a new computer, it is necessary to configure the
BIOS.At which point must a key be pressed to start the BIOS setup program?
a. before the computer is powered on
b. during the Windows load process
c. during the POST
d. after the POST, but before Windows starts to load

96. Where internal drives should be installed in a computer?

Saturday, 13 April 2013
a. in internal bays
b. on the AGP channel
c. on the motherboard
d. on PCIe expansion slots

97. A field technician has been asked to install a wireless 802.11g NIC in a computer,
but is unsure about the expansion slots available. Which two types of wireless
NICs should the technician have available? (Choose two.)
a. PCIe
b. AGP
c. SCSI
d. PCI
e. SATA

98. What is the first step that a technician should take before physically opening a
computer case?
a. Verify the room temperature.
b. Consult the website of the manufacturer.
c. Check the ventilation in the room.
d. Provide small containers to collect small screws.

99. When troubleshooting, what is the first step?

a. Check the obvious

b. Turn the computer on
c. Make assumption
d. Analise the problem without making an initial determination
e. Speak about your certifications

100. Which disk management utility is used to free up potentially significant

amounts of hard drive space by deleting unused files such as temporary internet
files and contents of the recycle bin?
a) Defrag
b) Disk Cleanup
c) Scandisk
d) CHKDSK

101. Which Windows GUI based utility is used to check the status of computer
hardware and to update device drivers on the computer?
a) Task Manager
b) Device Manager
c) Remote Desktop
d) Event Viewer

102. The performance of a computer or other computers on a network can be

measured using the ___________ utility.
a) Event Viewer
b) Device Manager
c) System Monitor
d) Dr. Watson
Saturday, 13 April 2013

103. ____________is the component of the Windows operating system that

enables the user to manage files and folders on the computer.
a) Windows Explorer
b) Task Manager
c) Control Panel
d) My Computer

104. Which key should be tapped repeatedly after the system POST to display
the Windows Advanced start up options?
a) F1
b) F2
c) F8
d) F9

105. The Device Manager displays a red X when

a) A device is disabled by the user
b) A device is experiencing a direct hardware conflict with another device
c) The selected device is not present on the system
d) The selected device is not working properly and requires repair.
106. Which of the following is the first step in preparing a hard drive for
operation?
a) Load all the drivers necessary to enable the operating system to work with
the system's installed hardware devices.
b) High-level format the drive with the basic operating system files
c) Run the appropriate setup utility to install the complete operating system
d) Partition the drive for use with the operating system

107. If an application hangs up in Windows XP, you should _____.

a) press Alt+Tab, click Applications, and close applications that are not
responding
b) press Ctrl+Alt+Del, click Task Manager, click Applications, and close
applications that are not responding
c) press Ctrl+Esc, click Applications, and select the appropriate application
to close
d) turn the power off to the system unit and restart

108. Starting the Windows system in _____ mode will bypass real-mode
drivers and load a protected-mode version of Windows.
a) Normal
b) Logged
c) Safe
d) Step-by-Step Confirmation

109. To ensure that an operating system is secure and up-to-date, this

preventative maintenance procedure is called:
a) file security management
b) OS security protocol
c) password security
Saturday, 13 April 2013
d) patch management

110. Which of the following Windows maintenance tools is a collection of

updates, fixes and/or enhancements to a software program delivered in the form
of a single installable package.
a) OS patch
b) Service Pack
c) Recovery Disk
d) Start up disk

111. A ________________ is a software update (usually a download) issued by

the author that fixes bugs, adds security, or adds new features.
a) OS Patch
b) Service Pack
c) Recovery CD
d) Start up disk
112. What is the purpose of partitioning a hard drive? Choose 2
a) T op allow dual booting
b) To remove everything on a drive in preparation for new data
c) To separate the OS from the data
d) To remove unnecessary spaces (fragments) within a hard drive

113. The ___________ installation option retains user data, user applications
and system settings while replacing the OS with a newer version.
a) Clean
b) Upgrade
c) Repair

114. Which two techniques should be used when dealing with an inexperienced
customer? (Choose two.)
a. Use simple step-by-step instructions.
b. Explain possible causes of the problem to the customer.
c. Criticize the customer to prevent the possibility of repeating the problem in the
future.
d. Ask to set up a conference call with a level 2 technician.
e. Speak in plain terms.

115. What should you do when interacting with a customer?

a. Use first name

b. Explain your theory first
c. Listen to him/her
d. Fill out the papers
e. Drink coffee

116. How many blocks of numbers are in an IP address?

a. 1
b. 2
c. 3
d. 4

117. Which two approaches are recommended when dealing with customers on
the telephone? (Choose two.)
a. Be positive.
b. Explain what you will be unable to accomplish.
c. Look for alternative ways to help the customer.
d. Interrupt customers to explain solutions and save time.
e. Refer customers to the Internet when the solution is obvious.

118. A customer calls to report a problem with a computer. What is the first
step the technician should use
a. to resolve the computer problem?
Saturday, 13 April 2013
b. Direct the customer to various vendor Web sites.
c. Complete a work order documenting the cause of the problem.
d. Identify the problem.
e. Gather information from the customer.

119. A technician receives a call from a customer who is too talkative. How
should the technician handle the call?
a. Talk over the customer and quickly gather the necessary information to help
them.
b. Allow the customer to speak without interruption and then try to use closed-ended
questions to
c. gather data.
d. Use open-ended questions and repeat all the information back to the customer to
politely show that
e. they are giving too much unnecessary information.
f. Politely step in and gain control of the call by asking the customer social
questions.

120. What is the recommended way to place a customer on hold?

a. Abruptly place the customer on hold to avoid interrupting what the customer is
saying.
b. Immediately place the customer on hold when the customer is finished speaking.
c. Ask and wait for permission before placing the customer on hold.
d. Hand the telephone to a co-worker or manager while the customer is speaking to
avoid interruption.

121. A technician wants to apply for a job in a call center for a computer repair
service. Which two
a. characteristics are desirable for this type of position? (Choose two.)
b. use jargon, abbreviations, and acronyms relating to computer repair
c. possess good listening skills
Saturday, 13 April 2013
d. be willing to work long hours
e. display professional behavior at all times
f. be willing to talk strongly to difficult customers

122. When dealing with an angry customer, which two things can a technician
do to resolve the problem?
(Choose two.)
a. Place the customer on hold to allow the customer time to become calmer.
b. Allow the customer to explain the problem, possibly dispelling some of the anger.
c. Discuss possible causes of the problem.
d. Sympathize with the customer's problem.
e. Try to minimize the significance of the problem.
123. Which issue is an example of an exception to an SLA that should be
escalated to a manager?
a. A new customer just read an annual contract that has been active for three months
and is unhappy
b. about the level of service outlined in the contract.
c. A customer wants two new computers added to the existing SLA without
additional cost. x
d. The customer is asking to upgrade the level of service and is willing to pay the
price difference.
e. An unhappy customer calls to get clarification of the costs and penalties of the
SLA.

124. 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?

a. Interrupt the customer immediately by beginning to explain the solution.

b. Put the customer on hold. After the conversation is interrupted, return and explain
the solution.
c. Wait patiently until the customer is finished speaking, and then explain the
possible solution.
d. Interrupt the customer by asking a question and then suggest the solution.

125. What are three guidelines for beginning a call with a customer? (Choose
three.)
a. Interrupt customers as soon as the problem can be determined.
b. Determine the level of knowledge that the customer possesses regarding
computers.
c. Place angry customers on hold immediately.
d. Immediately transfer angry customers to a manager.
e. Use brief communication to establish a one-to-one connection with the customer.
f. Call the customer by name.

126. A customer calls to report a computer problem. Which two actions can the
technician use to establish
a. a good rapport with the customer? (Choose two.)
b. Personalize the call by periodically asking questions unrelated to the computer
problem.
c. Allow the customer to speak without interruption.
d. Use technical terms to determine the level of knowledge the customer possesses.
e. Ask only closed-ended questions.
f. Refer to the customer by name whenever possible.

127. Which three items are commonly part of an SLA? (Choose three.)
a. supported software
b. diagnostic procedures
Saturday, 13 April 2013
c. listing of tested parts
d. service location
e. unsupported equipment
f. listing of all exceptions

128. Which two guidelines demonstrate proper netiquette? (Choose two.)

a. Send chain letters via e-mail to minimize time needed to spread information.
b. Begin each e-mail with an appropriate greeting.
c. Use all capital letters to make reading easier.
d. E-mail information that would be difficult to say in person.
e. Avoid replying to "flames".

129. Which three techniques should be used to successfully deal with a

talkative customer? (Choose three.)
a. Politely interrupt to refocus the customer.
b. Encourage conversation to gain the customer's trust.
c. Gather as much information as possible while the customer is talking.
d. Ask open-ended questions.
e. Allow the customer to talk for one minute and then try to concentrate on the
real problem.
f. Transfer the customer to a manager.

130. A technician is talking on the telephone to an angry customer who is

unhappy with previous service.
a. How should the technician calm the customer?
b. Listen carefully and attempt to solve the customer's problem.
c. Attempt to minimize the problem.
Saturday, 13 April 2013
d. Debate with the customer in an attempt to defend the company.
e. Schedule a meeting with the customer, another technician, and the manager.

131. Which three relaxing techniques can help relieve the stress caused from
helping customers in a call
center? (Choose three.)
a. Take calls only from customers that are knowledgeable about computers.
b. Take frequent gaming breaks.
c. Go for a quick walk.
d. Listen to soothing sounds.
e. Practice relaxed breathing.
f. Take a long lunch hour to reduce fatigue.

132. Which condition refers to a sudden and dramatic increase in voltage,

which is usually caused by lightning?
a. brownout
b. sag
c. spike
d. surge

133. Which three computer components contain hazardous materials and

require special handling for disposal? (Choose three.)
a. batteries
b. floppy drives
c. monitors
d. optical drives
e. parallel cables
Saturday, 13 April 2013
f. printer toner cartridges

134. Why should an antistatic wrist strap be worn when working on electronic
equipment?
a. to prevent interference from clothing and loose jewelry
b. to equalize the electrical charge between a person and the equipment
c. to prevent clothing made of silk, polyester, or wool from generating a static
charge
d. to draw static electricity away from a component and transfer it safely from
equipment to a grounding point

135. Why is documentation of all services and repairs an important organizational tool for a
technician?
a. It allows for public sharing on the Internet.
b. It increases the cost of services and repairs.
c. It minimizes the requirements that are used when hiring new technicians.
d. It provides reference material for similar problems when such problems are
encountered in the future.

136. Which of the following is a biometric security feature that allows access to a PC?

a. Fingerprint scanner
b. Logical token
c. RSA token
d. Smartcard

137. Which two tools can help protect against ESD? (Choose two.)
a. antistatic wrist strap
b. compressed air
c. antistatic mat
d. safety glasses
Saturday, 13 April 2013
e. polyester clothing

138. Which precaution should be taken when working around electronic

devices?
a. Avoid using magnetized tools.
b. Only use hand tools from the same vendor.
c. Wear ESD protection to repair monitors in humid environments.
d. Avoid using ESD wrist straps and ESD mats simultaneously.

139. How does a technician discharge static buildup?

a. touching the painted part of the computer case
b. touching an unpainted part of the computer case
c. touching an antistatic wrist strap before touching any computer equipment
d. touching an antistatic mat before touching any computer equipment

140. What are two significant sources of EMI? (Choose two.)

a. infrared mice
b. RAM modules
c. electrical storms
d. LCD monitors
e. power lines

141. A technician has a room of computers which are running very hot. The technician discovers
that the heat sinks in the computers are very dusty. What should the technician use to clean the
heat sinks?
a. mild cleaning solution
b. lint-free cloth
c. isopropyl alcohol
Saturday, 13 April 2013
d. compressed air

142. Which two types of tools can help protect a computer from malicious attacks? (Choose
two.)
a. Antivirus software
b. Disk Cleanup
c. Disk Management
d. Fdisk
e. Scandisk
f. Spyware Remover

143. Which computer components must a technician never try to work on when
wearing an antistatic wrist strap?
a. CPU
b. hard disk
c. keyboard
d. CRT monitor
e. RAM module

144. Which two tools are recommended for cleaning a PC? (Choose two.)
a. antibacterial spray
b. compressed air
c. mild abrasive detergent
d. nylon brush
e. rubbing alcohol
f. soft cloth

145. Which two devices commonly affect wireless LANs? (Choose two.)
a. Blu-ray players
b. home theaters
c. wireless phones
d. microwaves
e. incandescent light bulbs
f. external hard drives

146. Which precaution helps protect against social engineering in the workplace?
a. disclosing passwords to company personnel only
b. guiding visitors within the premises and escorting them personally when
they leave
c. keeping hidden from public view any passwords that are posted in the
work area
d. sharing access cards with other employees

147. What are two examples of malware? (Choose two.)

a. registry cleaner
b. pop-up blocker
c. spyware
d. e-mail
e. virus

148. Which security device stores user physical characteristics to provide a user
level of facility access?
a. a biometric sensor
b. a card key
c. a key fob
d. a smart card

149. What must be done to ensure that the antivirus software on a computer is
able to detect and eradicate the most recent viruses?
a. Download the latest signature files on a regular basis.
b. Schedule a scan once a week.
c. Schedule antivirus updates using Windows Task Manager.
d. Follow the firewall configuration guidelines on the antivirus manufacturer
website.

150. Which of the following is not a network command?

a. Ping
b. ipconfig
c. dir
d. Tracert

Part two

Given the following addresses, determine the IP address class, subnet mask, network address,
broadcast address and valid host address range for each address

• 196.220.116.23
• 10.4.8.96
• 152.37.6.5
• 32.17.2.94 (20)