单选题A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）A Transfer the customer to another technician, who can allocate more time to the issue.B Maintain

第1题：

第2题：

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）

• A、End the call quickly, even if a solution has not been found.
• B、Ask the caller to call back in a while.
• C、Put the caller on hold briefly and take a deep breath.
• D、Pass the caller to another support representative.

第3题：

第4题：

Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?（）

• A、The technician should always bend at the waist and lift with their arms.
• B、The technician should seek assistance from an available customer.
• C、The technician should always bend at the waist and lift with their back.
• D、The technician should get assistance from another technician.

第5题：

A customer states their computer was fine until yesterday when they heard a pop noise and thecomputer stopped working. Which of the following components should the technician test FIRST?（）

• A、Main system board
• B、Processor
• C、Hard disk drive
• D、Power supply

第6题：

Which of the following is the FIRST step a technician should take when troubleshooting a device issue？（）

• A、Gather information from the customer.
• B、Isolate the problem on the device.
• C、Read the service documentation for possible causes.
• D、Check the parts life counters.

第7题：

A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）

• A、Ask another technician who has worked with this computer previously to learn about any other prior issues.
• B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.
• C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.
• D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.

第8题：

第9题：

While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）

• A、Ask the customer permission to put them on hold and listen politely to the co-workers stories.
• B、Put the customer on hold just for a few minutes and join the conversation.
• C、Forward the customer to another technician and join the conversation.
• D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.

第10题：

A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）

• A、Transfer the customer to another technician, who can allocate more time to the issue.
• B、Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
• C、Listen to what the customer has to say and calmly recommend the best course of action.
• D、Use technical language to demonstrate knowledge and expertise to the customer.