Trivia Pursuit Chapter 3

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T.What are the benefits associated with obtaining certifications and advanced degrees?
A+.What are the most significant certifying organization for PC technicians?
D.Define the terms internal customer and external customer.
H&S.A(n) ____________________ technician works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them.
CT.What are the traits of an exemplary PC technician?

T.
A+.
D.
H&S.
CT.

T.A(n) ____________________ is software that is designed and written to help solve problems.
A+.What are the two exams that must be passed for A+ Certification?
D.When someone initiates a call for help, the technician starts the process by creating a(n) ____________________.
H&S.What are the general guidelines for beginning a phone call professionally?
CT.Explain why the technician should repeat the problem back to the client.

T.
A+.
D.
H&S.
CT.

T.Explain why a professional technician should set and meet expectations with a customer.
A+.Emphasize the importance of avoiding distractions during work.
D.Describe skill that can assist in phone support.
H&S.Review the guidelines for escalation, including the use of proper organizational channels.
CT.Describe the type of information a customer expects about a technician's services.

T.
A+.
D.
H&S.
CT.

T.____________________ begins by interviewing the user.
A+.Knowing how to ____________________ a problem to those higher in the support chain is one of the first things you should learn on a new job.
D.What is the value in obtaining certifications and advanced degrees?
H&S.Why is it important to involve a customer in the problem-solving process?
CT. What is a ticket?

T.
A+.
D.
H&S.
CT.

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