“Can you avoid using the PC that crashed?”
“What was the last thing that occurred before the PC had problems?”
“What were you doing before the PC went down?”
“What was the last thing you did before the PC crashed?”
第1题：
If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）
第2题：
A customer called and indicated that their p690 system did not come with any installation and user manuals. Which of the following sources can best provide this information？ （）
第3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4题：
A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）
第5题：
A user has been having difficulty with their PC. Which of the following is the BEST response atechnician should give when a user asks for the definition of a particular bluescreen message?（）
第6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?（）
第7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?（）
第8题：
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.
第9题：
A customer reports to Karen, a technician, that a PC’s video card has recently been upgraded and the computer reboots randomly. The last few restarts have happened during movie playback, playing a video game, and video editing. Which of the following is the MOST likely source of this issue?（）
第10题：
User 1 has a printer connected to a PC. User 2 is requesting the ability to print large documents to that printer. Which of the following is the BEST way for User 2 to gain access to the printer?（）