Chapter Questions
A customer calls and complains that the computer you just repaired is still not working properly. What should you do?A. Apologize and explain that is a different problem than the one you repaired.B. Explain that the customer did something wrong.C. Refer the customer to another repair facility.D. Offer to replace any new components you installed or reservice the computer.
What is the last thing you should do to complete a service call?A. Hand the customer the bill.B. Thank the customer for his or her business.C. Explain why the repair took so long.D. Tell the customer how he or she could have repaired the problem.
A customer complains because she has been on hold for a long time and has been transferred several times. What should you do?A. Apologize for the inconvenience and offer to help her now.B. Give her your home phone number or cellular phone number.C. Tell her the best time to call back.D. Explain how busy you are.
Which of the following techniques are not recommended when explaining the problem? (Choose two.)A. Use pictures, graphs, and charts.B. Use analogies and examples.C. Use industry jargon and acronyms.D. Give information explaining every detail.
You are troubleshooting a computer that will not boot. Unfortunately, you determined that you will need to reinstall the operating system. What should you tell the customer?A. You will need to rebuild the system from scratch.B. You need to reinstall the operating system and data loss may occur.C. You will need to format the hard drive and reinstall all software.D. You will need to upgrade the operating system.
You have been asked by your customer to install an application that the customer does not have a license for. What should you do?A. Notify law enforcement.B. Notify the customer that he or she will need to install the software.C. Do not install the software. Notify the customer of the legal ramifications if the application is installed.D. Take the initiative by ordering a software license for the customer.