A+
874 Computer Service and Repair
Review Questions
Answer the following questions on a separate sheet of paper. Please do not write in this book.
1. What is customer support?
2. Explain the difference between the help desk model and call center model.
3. Which level of support is provided when the problem is elevated to
person with more experience or expertise than the first person contacted?
4. Is it permissible to use acronyms when communicating with customers?
5. What is attitude?
6. What are the key points of body language you should use?
7. Why is sarcasm inappropriate in communications?
8. What are emoticons?
9. What are the key points in writing an effective e-mail message?
10. What two elements are required to deal with difficult people?
11. Why is it important to perform a follow-up?
12. What is the goal of the customer support team?
Sample A+ Exam Questions
Answer the following questions on a separate sheet of paper. Please do not write in this book.
1. Which is an example of level-one support?
a. A software engineer at Microsoft.
b. A hardware engineer at Apple.
c. The FAQ section of a customer support Web site.
d. A live conversation with a level-one supervisor.
2. It is 9:00 AM and you are repairing a customer’s computer that must be
ready by 3:00 PM because it was promised to the customer. The phone
suddenly rings, and you answer to find that it is a new customer calling
about a problem with their computer. Which is the best way to deal with
customer support on the telephone?
a. Do nothing except focus on the customer and their problem. You
should write down key points during the conversation, starting with
their name.
b. You should continue to work on the computer repair while listening
to the customer. This is the most efficient use of time and your
supervisor will be pleased.
c. Have the customer call back later after another employee comes into
the shop.
d. Tell the customer you are in the middle of an important repair and
that you will return their call later in the day. Take down their name
and telephone number.
3. Which is the most expensive element of customer service?
a. Employee wages.
b. Support software.
c. Support hardware.
d. Technical support articles and Web site access.