Copyright Goodheart-Willcox Co., Inc. 853 Chapter 24 Customer Support, Communication, and Professionalism 9. You need to explain the cause of a boot failure to a customer. Which of the following explanations would build the customer’s confi dence in your company? a. A virus corrupted the MBR b. A virus corrupted the master boot record c. A virus corrupted the boot sector, which stores partition information d. A virus corrupted an area of the hard drive that is required for startup 10. A customer uses profane language because you will not write a receipt for more value than the actual cost of the repair. You can tell that the customer is intoxicated. What is the fi rst thing you should do? a. Write the receipt for the amount he specifi es. b. Politely ask him to leave. c. Call the police. d. Respond with empathy. 7. An irate customer calls and complains about how she brought her computer home to fi nd it has the same problem it had before she brought it in for repair. What is the fi rst thing you should do? a. Smile so that the customer will sense your willingness to help her. b. Let the customer fi nish speaking and venting her anger. c. Interrupt her by asking her what it will take to make her satisfi ed. d. Hang up, and hope she will call back when she is in a better mood. 8. A customer brings into the shop a computer exhibiting a problem you have never encountered before. Which of the following responses would be most appropriate? a. Yes, we can fi x that. b. Yes, we fi x that type of problem all the time. c. I’ve never fi xed that type of problem before. d. I don’t know if I can fi x it, but I’ll try.