Chapter 14 The IT Professional_Part 1

Why are good communication skills essential in troubleshooting?

• To avoid asking too many questions

• To help customers fix problems themselves

• To build rapport and get accurate information from the customer

• To ensure no documentation is needed

Answer explanation

Good communication reduces customer stress and helps them clearly explain the issue.

Which is an open-ended question?

• Is your computer on?

• What were you trying to do before the issue occurred?

• Are you using Windows 10?

• Did you restart the router?

Answer explanation

Open-ended questions require detailed responses and help gather background info.

What should a technician do after a customer explains a problem?

• Start fixing immediately

• Interrupt to ask more questions

• Summarize what the customer said

• Ask irrelevant questions

Answer explanation

Summarizing confirms understanding and builds trust.

Which of the following should be avoided during customer interaction?

• Positive tone

• Interrupting

• Empathy

• Listening carefully

Answer explanation

Interrupting disrupts communication and frustrates the customer.

What is NOT professional behavior?

• Avoiding jargon

• Smiling while speaking

• Using slang

• Listening actively

Answer explanation

Slang can confuse customers and seems unprofessional.

Which technique helps keep a call focused?

• Avoid questions

• Use clear language

• Use technical jargon

• Talk about unrelated topics

Answer explanation

Clear, jargon-free language ensures the customer understands.

Why is documentation important?

• To confuse employees

• To meet legal and operational standards

• To delay troubleshooting

• To avoid training

Answer explanation

Proper documentation ensures consistency, compliance, and efficiency.

What is the first phase of a disaster recovery plan?

• Verification

• Review

• Network design recovery strategy

• Approval

Answer explanation

Planning recovery strategies for the network comes first.

What are examples of services that must stay active during disasters?

• Gaming apps

• Email and directory services

• Social media

• Photo galleries

Answer explanation

Core IT services must remain accessible during outages.

Failure to meet compliance regulations can lead to:

• Salary increase

• Rewards

• Fines or imprisonment

• Promotion

Answer explanation

Non-compliance can result in serious legal consequences.