Copyright Goodheart-Willcox Co., Inc. 852 Computer Service and Repair 4. Th e company you work for performs computer system repairs in addition to selling new computers and hardware. A repair ticket is completed at the time of repair. Th e status of the repair is also recorded on the ticket. Some notes recorded on the ticket describe when the repair was completed or when parts were ordered for the repair. Mr. Smith dropped his computer off at your company computer shop three days ago. Th e repair was assigned to Joe, and he is not in at the moment. You answer the phone and fi nd Mr. Smith is calling to fi nd out the status of the repair of his computer. What is the most appropriate response to Mr. Smith’s inquiry? a. Tell Mr. Smith his computer is being worked on by Joe, who is not in today, and that Joe will call him back when he returns. b. Tell Mr. Smith to hold for a minute while you check the status of the repair ticket. c. Tell Mr. Smith you are not the one that has been assigned to his repair and to call back later. d. Tell Mr. Smith to come by the shop and pick up the computer. Th e computer is most likely repaired, but if it isn’t, you can have it repaired before he gets there. 5. Which of the following statements best describes the likely attitude of a customer support technician who is frowning or scowling while on the phone with a customer? a. It’s really good to hear from you! b. How may I help you? c. I don’t have time for your problem. d. I’m open to your problem. 6. When is it proper to use all uppercase letters in an e-mail? a. When emphasizing an important point b. When making a list of steps in sequential order c. When listing parts in an e-mail d. A message in all uppercase is never appropriate in an e-mail. SAMPLE A+ EXAM QUESTIONS 1. Which is an example of level-one support? a. A software engineer at Microsoft b. A hardware engineer at Apple c. Th e FAQ section of a customer support website d. A live conversation with a level-one supervisor 2. It is 9:00 a.m. and you are repairing a customer’s computer that must be ready by 3:00 p.m. because it was promised to the customer. Th e phone suddenly rings, and you answer to fi nd that it is a new customer calling about a problem with her computer. Which is the best way to deal with customer support on the telephone? a. Do nothing except focus on the customer and her problem. You should write down key points during the conversation, starting with her name. b. You should continue to work on computer repair while listening to the customer. Th is is the most effi cient 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 her call later in the day. Take down the customer’s 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 website access