Unit 11 IT Professionals 2023-24

Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the video card, because they have a computer at home with the same problem. The client explains to Jerry that when they fixed the problem, they had to reseat the video card. What should Jerry do when dealing with the client? (Select all that apply.)

• Compliment the client on his knowledge.

• Use computer jargon when talking with the client.

• Explain that you are certified and don't need their help.

• Ask the client to backtrack to see what things they tried in order to fix the computer.

• Check the simple things first to make sure you do not miss anything.

Sara receives a call from a customer who just purchased their first computer with Windows 10 installed. They are having some issues using the new computer and need help setting up a printer. What should Sara do when working with the inexperienced customer? (Select all that apply.)

• Keep a positive attitude.

• Frequently ask the customer what they see on the screen.

• Use technical jargon to teach the customer how to understand technicians.

• Avoid asking the customer to take steps that might destroy files or settings.

• Explain that because of their inexperience, the customer should not try to install the printer.

Lane is very nervous about going to visit a client about their help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult they are to deal with.What advice can you give Lane for dealing with this difficult client? (Select all that apply.)

• Just ignore them and get to work on the computer.

• Try not to argue with themr or be defensive.

• When talking with them, use clarifying statements to show them you understand the problem.

• Don't dismiss what they say the problem might be.

There are any number of activities that an OS performs to help users accomplish whatever objectives that they have in using a computer. A computer generally only has one OS but all OSs generally perform 4 main function. Which of the following is one of those? Choose all that apply.

• Manage Users

• Manage Network

• Provide a user interface

• Manage files

Wanda wants to find some basic information about her computer, for example, what operating system and how much RAM are installed on her computer. Where can Wanda find this information quickly in Windows 10?

• System Information applet

• Windows Information

• UEFI/BIOS System information

• System window

During your discussion with a client about a problem with their computer, you realize that they are explaining a problem you have seen several times.What should you do when you realize you understand the problem?

• Interrupt the client so that you can get to work right away.

• While the client is explaining the problem, start looking up the fix for the problem on your phone.

• Actively listen to the client until they finish explaining the problem.

• Ignore what the client is saying and get to work.

What term describes one or more characters following the last period in a filename, such as .exe, .txt, or .avi?

• File name

• File extension

• File version

• File path

What is the maximum amount of memory supported by a 32-bit Windows operating system?

• 1GB

• 4GB

• 16GB

• 32GB

What is another name for several small utility programs that are found in the Control Panel?

• Downloads

• System processes

• Extensions

• Applets

Henry is sent to work with a customer at the company's satellite branch in another town. During his visit, he notices that most of the computer users are not following the corporate guidelines on password safety and are looking at their personal emails, which is not allowed for security reasons. What can Henry do about these corporate policy issues?

• Wait until he returns to his office and inform his supervisor.

• Confront the employees about the issue.

• Train the employees on why these issues are security concerns.

• Ignore the security problems.