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CHAPTERS 9 AND 10
A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.) Personalize the call by periodically asking questions unrelated to the computer problem. Allow the customer to speak without interruption. Use technical terms to determine the level of knowledge the customer possesses. Ask only closed-ended questions. Refer to the customer by name whenever possible.
A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.) use jargon, abbreviations, and acronyms relating to computer repair possess good listening skills be willing to work long hours display professional behavior at all times be willing to talk strongly to difficult customers
A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint? Listen to the complaint and explain that the coworker is frequently rude. Tell the customer that they can call the supervisor if they have a complaint. Listen to the complaint, apologize for the incident, and then offer to help the customer. Ask the customer to submit their complaint in writing.
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Talk over the customer and quickly gather the necessary information to help them. Allow the customer to speak without interruption and then try to use closedended questions to gather data. Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information. Politely step in and gain control of the call by asking the customer social questions.
Which issue is an example of an exception to an SLA that should be escalated to a manager? A customer wishes to change the details of the contact person on the SLA. A customer wants two new computers added to the existing SLA without additional cost. The customer is asking to upgrade the level of service and is willing to pay the price difference. An unhappy customer calls to get clarification of the costs and penalties of the SLA.
A fingerprint reader is an example of which security technology? authorization biometric keylogging secureware smartcard
Which is an effective method to protect against data loss? biometrics data backup encryption smartcards
Which type of program causes banners and ads to appear on the desktop without any user intervention? adware spyware stealth virus trojan horse
What are two examples of malware? (Choose two.) registry cleaner pop-up blocker spyware e-mail grayware
spoofing SYN flood
Which wireless security technology is a good choice when using Cisco equipment in conjunction with operating systems such as Windows and Linux? LEAP WEP WPA WTLS
Where is the safest place to store backups? portable lock box locked telecommunications room locked server room offsite secure facility
What is the best method for a company to secure data being transmitted across the Internet between remote sites? Use plain text in an e-mail. Use a shared server with an encrypted password on the file. Use computers secured with smartcard authentication. Use a VPN connection. An employee for a small company inadvertently allows a visitor to see their username and password. At home, the visitor then uses this information to gain access to the company network. This is an example of what type of threat? man-in-the-middle phishing
physical social engineering spoofing
Which is the best procedure to secure a laptop left at the office while the user is away for an extended period of time? Secure by a security cable wrapped around the leg of the user's desk. Put the laptop in a desk drawer in the locked office of the user. Place the laptop in a locked security cage designed to store computer equipment. Place the laptop in the office of the supervisor.
Which two statements are true about username and password standards? (Choose two.) The username naming convention should be kept simple. Usernames should expire periodically. The passwords should be kept simple and easy to remember. Rules about password expiration and lockout should be defined. BIOS passwords should be given to users to enable them to configure their computer. Which two characteristics describe a worm? (Choose two.) Executes when software is run on a computer. Is self-replicating. Hides in a dormant state until needed by an attacker. Infects computers by attaching to software code. Travels to new computers without any intervention or knowledge of the user
While servicing a computer, a technician notices that a document labeled "confidential" is open on the computer. What should the technician do? Call another user to check the file. Step away from the computer and ask the user to close the document. Minimize the document and pretend not to notice it. Report the situation to the manager responsible for the user. Close the file without saving any changes to the file.
An inexperienced user reports that the computer is broken. After working with the customer for some time, the technician is still unable to get the computer to boot the OS. How should the technician explain to the user in simple terms that the OS will need to be completely reinstalled on the computer? Advise that a technician will make a service call to delete the OS, reformat the drive, and perform a fresh install. Advise that the customer will need to reload some software and data loss may occur. Advise that the OS on the computer needs to be rebuilt. Advise that a technician will need to service the machine in order to resolve the problems.