Comptia A+ Essentials 220-701, 6 Of 6, Operational Procedure

Front 1

In October 2001 the EPA banned dumping of which of the items listed below?

Back 1

- CRT monitors

Front 2

You have replaced your laptop battery with a new one. Which action listed should you perform with the old one?

Back 2

- Recycle it as is

Front 3

Which device should not be plugged in to a UPS?

Back 3

- A laser printer
UPS devices contain batteries with enough power to run your PC for a few minutes so you can shut it down safely. They are not equipped to handle the power requirements of a Laser Printer or other high voltage devices, which will exhaust their charge very quickly.

Front 4

You are reloading some drivers on a user's PC when your cell phone rings and it's a personal call. What should you do?
a. ask the user for some privacy and continue working
b. Excuses your self and answer the call
c. none of these
d. just chat while you work

Back 4

- None of these.

Front 5

Which of the following procedures should you follow when you are installing a video card with on-board memory?

Back 5

- Use an ESD strap

Front 6

The laptop's battery is most dangerous when

Back 6

- it is improperly discharged.

Front 7

You are working on the plant managers PC when several supervisors come in the room to speak to the manager. You overhear them discussing a pending layoff and the names of several employees’ are mentioned. What should you do?

Back 7

- Treat the information as confidential and say nothing.

Front 8

A reseller company sold computers suspected of having defective motherboard chipset fans. The manufacturer has set up a simple replacement process for the defective fans. At first the customers were reporting the problem at a rate of one or two a week. Now it seems like every call is related to this issue. You are heading out to lunch when a call comes in regarding this problem. The customer begins to tell you about the constant beeping coming from the motherboard alarm and how they never have enough time to save their work between when they hear the beep and the system crashes. At what point do you offer them the solution?

Back 8

- When the customer is finished, or asks a question about the cause of the problem.

Front 9

What is the correct procedure for disposing of chemical solvents and their containers?

Back 9

- Consult the MSDS for each product

Front 10

You service PCs. You've just returned a customer's call, asking "What can I do for you?" The customer responds angrily, "You can fix this thing once and for all, or come and get it out of here!" Given that you possess the appropriate technical skills along with good people skills, which skill would you use first?

Back 10

- People

Front 11

Your role as a service provider includes which of the following?
a. Solving problems
b. providing information
c. all of these
d. listening to complaints

Back 11

- All of these

Front 12

You are listening to an angry customer over the phone and you need to help him. Which of the following should you do?

Back 12

- Try and not take it personally

Front 13

For a new laptop battery to be most effective it is recommended that it be fully charged and fully discharged several times.
a. true
b. false

Back 13

- True

Front 14

ESD presents a great risk to your computer.
a. true
b. false

Back 14

- True

Front 15

It takes about _________ volts of static to damage a computer chip:

Back 15

- 200

Front 16

You should wear an ESD wrist grounding strap except when working on a:

Back 16

- CRT

Front 17

To preserve and protect the dignity of all parties in a disagreement, you should:

Back 17

- Assume the other person is expressing a legitimate concern.

Front 18

ESD presents a great risk to your personal safety.
a. true
b. false

Back 18

- False

Front 19

To ensure proper disposal which of the following items should be recycled?
a. all of these
b. laptop computers
c. personal computers
d. laptop batteries

Back 19

- All of these

Front 20

A customer calls to complain about your service staff, your company, the poor quality of the product he purchased and the higher quality of a competitor's product. At which point do you interrupt him?

Back 20

- You don't interrupt. Let him finish.

Front 21

What should NOT be repaired onsite?

Back 21

- CRT high voltage supply

Front 22

How would you protect a computer system against brownouts?

Back 22

- UPS
A UPS is used to protect against power sags or brownouts. This means less than the normal voltage and current is supplied from the power company.

Front 23

Your customer is a first time laptop user who has recently retired. They explain the problem to the best of their ability and you determine the most likely culprit is the video card or its memory. The unit will need to be brought in for repairs. What do you do next?

Back 23

- Tell the customer it looks like a video problem and ask them to bring it in.

Front 24

The term 'ESD' refers to:`

Back 24

- Electrostatic Discharge

Front 25

The best protection from Electrostatic Discharge is:

Back 25

- Use a grounding strap and a proper ground for the computer

Front 26

Research indicates that one of the following cues is the primary carrier of trust and believability?

Back 26

- Visual-your facial expression and body language

Front 27

Opening up the computers power supply is a good procedure.
a. true
b. false

Back 27

- False
As an A+ technician, do not take the cover off a power supply, as there is voltage and current in capacitors that will hold their charge for a long period of time. This charge could cause bodily injury to the technician or even prove fatal.

Front 28

You are speaking with a customer and acknowledging understanding, which of the following are you doing?

Back 28

- Active Listening

Front 29

To provide a continuous source of uninterrupted power to the server you would use a:

Back 29

- UPS

Front 30

You should wear an ESD wrist grounding strap when working on: (Choose three)

Back 30

- Memory board
- CPU board
- Hard drive

Front 31

You are a tech for a large company and are working at an employees desk when the phone rings, you should__________.

Back 31

- Answer it and say that the user is away from their desk at the moment

Front 32

Electrostatic discharge occurs when objects:

Back 32

- Have dissimilar electric potential

Front 33

Interpersonal communication skill is the ability to continually build credibility and believability into everything we communicate.
a. true
b. false

Back 33

- True