单项选择题

When dealing with customers on the phone that are not very comfortable with technology, which of the following techniques would be MOST helpful to ensure that effective communication is taking place?（）

A. Frequently paraphrase what the caller is saying.
B. Repeat what is being said multiple times so that the customer can understand exactly what to do.
C. Speak very slowly when replying to the customer.
D. Tell the customer to send an email stating exactly what the problem is so that the communication between the two parties is clear.

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单项选择题A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

A. The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
B. The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
C. The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
D. The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

单项选择题Which of the following is best practice when installing memory into a computer?（）

A. Install memory modules in pairs.
B. Insure the proper drivers are installed for best performance.
C. Apply thermal grease to insure proper seating.
D. Wear an anti-static wrist strap.

单项选择题A laptop will not output to a connected projector. Which of the following steps should a technician take FIRST?（）

A. Press the appropriate function + monitor key.
B. Adjust the BIOS settings for external display.
C. Replace the video card on the laptop.
D. Update video drivers for the video card.

单项选择题Which of the following network cable types is MOST often used in environments where physicalsecurity of the data is the top priority?（）

A. UTP
B. Coaxial
C. Fiber optic
D. STP

单项选择题Which of the following is correct about differences in CAT5 and CAT6 connectors?（）

A. CAT5 connectors have locking tabs
B. CAT5 and CAT6 use the same connectors
C. CAT6 supports three different wiring standards
D. CAT6 connectors are longer for better contact