211125, 7.05 aM Individual Response 2.3.3 Practice Questions Score: 100% Passing Score: 80% Correct You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which of the following is the BEST action to take? Tell your fellow PC technicians about what you saw and let them decide what to do with the information. Give your friend a heads up about what you found, but don't tell them how you got the information. Ignore the paper and tell no one of its contents. Tell your friend about the report you saw and whose desk it was on Explanation You should ignore the paper and tell no one of its contents. Complete confidentiality is expected for any sensitive information that may be found in an employee's office. It is never appropriate to share sensitive, work-related information found in an employee's office with anyone in a company or friends. References @& 2.3.2 Professiona 4 proff_confidential_pp7.question.fex m Facts htps:labsimapptestout conmv8_0_658Vexam-engine htmlSScb9B01-37bI-4c11-S764.d412859C793 exam-session!2BS7EA3N25S7353-8cb9-4498-24... 1/11211125, 705 AM Individual Response Y Correct As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important itis to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing." Which of the following professionalism principles are you failing to follow? Avoid an argument with the customer. Maintain a positive attitude. Avoid being judgmental. > © Avoid dismissing customer problems. Explanation Although you may have great skills and may have even fixed the same issues on many occasions, to this customer, this problem is new, critical, and frightening. You should always listen intently and acknowledge the customer's concerns. You should never dismiss the customer's problems, even if it is only to say you know how to fix the issue. References B 2: q_proff_dismissing_pp7.question.fex 2 Professional m Facts hitpsabsimapp testout com/v8_0_858(exam-ongine himlSScb380t-37bt4c11-$764.d412869-789 exam session!2B97643D2SS7363-Scb8-4480- at ant211125, 705 AM Individual Response Y Correct You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal. Which of the following is the BEST way to explain the solution to the customer? "That was probably the easiest problem I've ever fixed. I am surprised © you had to callin, Thanks for making my day! All I had to do was flip this, little switch. You're good to go." "Next time you need to call, check this power strip switch, It was turned © off. That's why nothing worked. If I were you, I would have checked this first and saved both of us time.” “1 found this power strip switch in the off position. Now that it's on, it > @ looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?" "AIL did was flip the power strip switch on. You probably bumped it by _, accident. And that accident just cost you about $80. But don't feel bad, accidents happen to everyone. Although, this one could have been easily avoided.” Explanation In this case, the following is the best way to explain the problem to the customer: “] found this power strip switch in the off position. Now that it’s on, it looks like everything is working, It appears as though that was the problem, Can you confirm that the problem has been resolved?" The response is clear without being judgmental or insulting, In addition, you are asking the customer to make sure that the problem no longer exists. You should never insult, judge, or belittle a customer in any way, even if the problem is directly related to their actions. References B 2: q_proff_explain_solution_pp7.question.fex 2 Professional m Facts hitpsabsimapp testout.com/v8_0_658/exam-ongine.htm'SScb380!-37bt4c11-$764-d4/2868C793 exam -Sossion!2B87E4ARD2SST353-8cb8-4498-a4... 3/11211125, 705 AM Individual Response Y Correct Auser asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the BEST way to respond to this situation? Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task. >@ Tell the user that they will need to find someone else to take care of their problem. © Tito perform the task by yourself. Tell the user it isn't in your job description and move on with your current task. Explanation The best response is to explain to the user that this is not a task you can perform, but you will do your best to contact someone who can take care of the job and arrange for them to perform the task. You should never try to perform a task that is beyond your ability or job description. You could end up making the problem worse. If there is a task that you can't perform, you should not leave it up to the user to find the correct help. This can make a user feel overwhelmed or abandoned. References @& 2.3.2 Professionalism Facts q_proff_job_scope_pp7.question.fex hitpstabsimapp testout.com/v8_0_658/exam-ongine htm'SScb3801-37bt4c11-$764-d4/2868C793 /exam-Session!2BG7EARDZSST3ES-8cb8-4498-a4... 4/11211125, 7.05 AM Individual Response Y Correct You are an IT technician for your company. A coworker calls your department and asks for help fixing his malfunctioning internal Blu-ray drive, which he installed himself. When you arrive, you unplug and then open the employee's computer. As you begin to examine his computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. You examine all of the connectors and discover that the employee forgot to connect the Blu-ray drive's power cable. You comment on this to the employee by saying, "Here's this issue. The power cable isn't connected. You should really take more time to make sure components are properly installed before calling me." At that moment, another coworker calls your cell phone. The ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer. A quick test determines that the device is now working. Which of the following professionalism principles is the technician failing to follow? (Select two.) > Avoiding being judgmental ‘Allow the client to speak and avoid interrupting Talking to coworkers while interacting with customers (J Argue with customers and/or be defensive >@% Actively listening Explanation In this scenario, the technician should have taken the time to actively listen to what the end user was saying instead of ignoring him and beginning to troubleshoot while he was still talking. The technician should have also been taking notes, which could then be helpful while troubleshooting. Even though the technician correctly informed the employee about the issue, the technician hould avoid being judgmental by commenting on the carelessness of the employee during installation of the drive. The technician did, however, allow the client to speak without interrupting and avoid the distraction of answering the phone call or arguing with the customer. hitpsabsimapp testoutcom/v8_0_658/exam-ongine htm'SScb3801-37bt4c11-$764-44/2868C793 /exam-Session/2BS7EARD2SST3ES-8cb8-4498-a4... 5/11211125, 7.05 aM Individual Response References 2.3.1 Professionalism 2.3.2 Professionalism Facts q_proff listen_nonjudgemental_pp7.question.fex hitpsabsimapp testout.com/v8_0_658/exam-ongine.htm'SScb3801-37bt.4c11-$764-d4/2868C799 exam -Session!2B87E4ARD2SST353-8cb8-4488-a4... 6/11211125, 705 AM Individual Response Correct As you arrive on-site at a customer's place of business, you go to the front desk and ask for the manager of the IT department. The manager greets you and tells you to use their first name, which is Robin. Robin then escorts you to the printer, which is jammed After you fix the printer, the existing print job completes. As the paper comes out, you notice that one of them is marked confidential and has to do with an upcoming merger. You find Robin and say, "Robin, your printer is fixed and working perfectly." Robin then escorts you off the premises. When you get home that evening, you tell your spouse about the merger document you saw, The next day, you call Robin to verify that the printer is still functioning properly. Which of the following professionalism principles did you fail to to follow? © Use appropriate professional titles. © Follow up with the customer to verify satisfaction. > © Deal with confidential materials appropriately. © Avoid being judgmental. Explanation Although you never posted anything on social media regarding your experiences at the IT manager's company, you should have never discussed the confidential papers you viewed with your spouse. Therefore, you did not deal with confidential materials appropriately. Calling the IT manager by their first name is appropriate, since the manager told you it was appropriate to use Robin. It is safe to assume the manager would prefer to be called by that name. There is nothing in the dialog to indicate that you were being judgmental. You also called the next day, which is a good follow-up practice. References ® 2.3.2 Professionalism Facts q_proff_print_confidential_pp7.question.fex hitpstabsimapp testoutcom/v8_0_658/exam-ongine.htm'SScb3801-37bt4c11-$764-d4/2868C799 /exam-Session/2BS7EARD2SST3ES-8cb8-4498-a4... 7/11211125, 705 AM Individual Response Y Correct While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer. Which of the following is the MOST professional way to handle the situation? © Answer the phone and say, "I'm busy right now. I'll call you right back." _~_ Immediately answer the phone and try te finish the call as fast as you O° can, -> @ skthe customer ifit is okay to take the call and then step into the hallway to briefly talk on the phone. «Ignore the phone and let it continue ringing until the caller reaches your voicemail. Explanation Because the call is work-related, the most professional way to handle the situation is to ask the customer if they mind if you take the call. Most customers will have no problem with this. Letting the phone continue to ring is very distracting. Quickly answering the phone without asking the customer is rarely appropriate, even ifit is to say you'll call the person back. References © 2.3.2 Professionalism Facts 4 proff_take_call_pp7.question.fex hitpsabsimapp testout.com/v8_0_658/exam-ongine.htm'SScb380!-37bt4c11-$764-d4/2868C793 /exam-Session!2B87EARD2SST3ES-8cb8-4498-a4... 8/11211125, 705 AM Individual Response Y Correct As a PC technician you know you will be late to an appointment with a customer. Which of the following actions should you take? (Select two.) >@ Contact the customer and apologize. Explain why you are late. Blame your tardiness on heavy traffic. > @_ Give a realistic timeframe for your arrival. Tell a joke to ease the situation. Explanation Asa technician, if you are going to be late to an appointment, contact the customer, apologize for the inconvenience, and give a realistic timeframe for your arrival. Use professional and courteous language at all times. Avoid making jokes or commenting on issues unrelated to the purpose of your visit. Explaining why you are late may be courteous, but is typically trivial and not the best action to take. Blaming your tardiness on external factors does not help the situation. References BH 2: B 2: q_proff_timeframe_pp7.question.fex 1 Professionalism 2 Professionalism Facts hitpstabsimapp testout.com/v8_0_658/exam-ongine.htm'SScb3801-37bt4c11-$764-d4/2868C799 exam -Sossion!2B87E4ARD25S7353-8cb8-4488-a4... 9/11211125, 705 AM Individual Response Y Correct You are the PC technician for a company. You received the following email from an employee: My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well When you arrive at the employee's desk, you observe how the employee accomplishes normal email tasks. You quickly determine that the problem is not with the email program, but that the employee needs to learn how to use the program. You have several high-priority tasks that need to be completed by the end of the day. What is the BEST way for you to respond? «Tell the employee to ask their co-workers how to use the program if he come across further problems. Inform the employee that there isn’t anything wrong with the program and that he simply does not know how to use it correctly. © Direct the employee to the email program's help utility. Set an appointment to train the employee on how to complete common email tasks. 7®@ Explanation You should meet with the employee at a later time to show him how to use the email program. Even though teaching employees how to use their email may not be your highest priority, it doesn't mean that it isn't a high priority to the employee. Bluntly telling an employee that they don't know how to use a program properly is not respectful or helpful. You shouldn't redirect questions to coworkers. If it is a problem that you can address yourself, it is your responsibility to provide assistance. Telling the employee to use the help utility in the email program may not be sufficient education. You could tell the employee about the help utility for future reference, but you should try to answer any questions directly while you're working with him. References 2.3.2 Professionalism Facts q_proff_training_pp7.question.fex hitpstabsimapp testout.com/v8_0_858/exam-ongine htm'SScb3801-37bt4c11-$764-d4/2868C799 /exam-Session!2B87E4ARD2SST35S-8cb8-4488-3... 10/11211125, 705 AM Individual Response Y Correct An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn't have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds. Which of the following is the BEST way to respond? Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired. 7@ Oo Tell the employee that you will get new RAM for their computer as soon as possible. Tell the employee that she should make do with what she has. Tell the employee that the best option is for her to purchase new RAM for the computer and bring it to work, Explanation The best response is to tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about her request so he can properly determined if new RAM can be acquired. You should not simply dismiss an employee's request. Perhaps this is not a need that is known to your supervisor and can be remedied. Though purchasing her own RAM is an option, it is the company’s responsibility to supply sufficient equipment and supplies for their employees to complete their tasks. You do not have the authority to tell an employee that they will receive new supplies. All requests need to be directed to your supervisor first. References (B 2.3.2 Professionalism Facts q proff_upgrade_request_pp7.question.fex Copyright © CompTIA, Inc. All rights reserved hitpstabsimapp testout.com/v8_0_658/exam-ongine htm'SScb3801-37bt4c11-$764-d4/2868C793 /exam-Session!2B87E4ARD2SST353-8cb8-4498-3.. 11/1