Installation Technician

1. what will you do, after pick-up a faulty motherboard with you from customer place?
a) I will throw away this faulty motherboard
b) I will deposit faulty mother board to stores after attach a fault tag
c) I will give it to my colleague
d) I will sell it to scrap man

2. You are complete the task within 10 min. One of your colleagues working in your area calls you as
he is facing some problem in windows installation. What will you do?
a) I will ask him my task taken 2-3 hours to finish
b) I will go to help him after finishing my task after 10 min
c) I will unable to help him because the work is assign to him
d) I will deny helping him because his talking is very bad

3. The material required for LAN connectivity of PC as given below. LAN Cable for one PC 2 .5-
meter, LAN card for one PC -2 Crimping tool 1 If you should do LAN connection of 5 PC, what is
the total material required.
a) LAN cable — 10.5 mt LAN card 1 RJ 45 connector 5 Crimping tools - 5
b) LAN cable — 12.5 mt LAN card 5 RJ 45 connector 10 Crimping tools - 5
c) LAN cable — 12.5 mt LAN card 5 RJ 45 connector 10 Crimping tools - 1
d) LAN cable — 12.5 mt LAN card 5 RJ 45 connector 5 Crimping tools – 1

4. Guidelines 1. Faulty part should be submitted to store( if under warranty) 2. Faulty part should be
submitted to repairing centre(if under AMC)_ 3 Faulty part should be submitted to store after
discussion with supervisor (if chargeable) At customer place if motherboard not properly
functioning and the computer is under AMC contract, what will you do?
a) I pick up the motherboard and submit to repairing center
b) I pick up the motherboard and submit to stores
c) I pick the computer and submit to stores after discussion with supervisor
d) None of these

5. Guidelines l: lf late to office, 3 times by 5 min in a month then no deduction in salary. 2. If late
more than 3 times by 5 min then half day salary for each late coming will be deducted 3. If you
are late more than 3 times by more 20 min then full day salary for each late coming will be
deducted. Question: If you are late by 5 min on 11th, 16th and 21st of any month then how much
salary will be deducted?
a) Half day
b) Full day
c) No deduction
d) 3 times of half day

6. You found that the electrical point from which supply given to computer is not properly earthed;
at customer's place. Most appropriately what will you do?
a) I will ask to customer to arrange for properly earthed power supply
b) I will inform to supervisor and seek advice
 c) I will do nothing
d) I will inform to my colleagues and take advice

7. If CPU has to pick-up to office for repairing and for the task you had an argument with your
colleague and he denied helping you to pick-up CPU to office. What will you do?
a) You will shout on him and abusing
b) I will ask him to leave me I will manage it
c) I will be calm him and ask the reason for his behaviour as well as try to resolve his issue.
d) I will ask him to mind your business and don't like as a madman.

8. An angry customer calls your supervisor and complaint regarding work done by you. Now your
supervisor ask explanation for the same, what will you do?
a) I aware to supervisor that the customer was not good
b) I apologize to customer and supervisor and try not to happen this in future
c) I ask to supervisor that I have some personal problem
d) I listen to supervisor and give no comments on this matter

9. You are facing problem during troubleshooting of connectivity between computer and printer
The printer gives print but sometime required to restart the printer before giving the print Most
appropriately what will you do?
a) You will ask to customer, during my next visit I will resolve this issue
b) You will call your colleague who is working at 5 min distance from you.
c) I will leave the site and inform to customer that printer is working fine
d) None of the above

10.Your supervisor points out that your work is not up to the mark and gives a monthly feedback
report on the work done by you. What will you do after getting feedback?
a) I will do nothing, because supervisor is very irritating
b) I will listen all the feedback and gives explanation for all the issues.
c) I will understand all the issues and note the same for non -occurrence in future
d) I will ask supervisor to increase the salary to work of this quality

11.You are assigned to install two computers by today and you are facing some problem while
installation of operating system in one computer What will you do?
a) I will call to supervisor and seeks advice to complete the task
b) I will call to my colleague and ask for advice.
c) I don't ask to anybody as it will show my degraded performance
d) I leave the task for next day and inform the same to customer.

12.What should you do during first meet the customer?

a) I will greet him and ask the problem carefully
b) I will show our products
c) I will ask him to wait outside until I finish my work
d) All of these

13.Customer started shouting on you; as you reach at his place. What will you do in the situation?
a) I will also be shouting on the customer
b) I will ask him to call another vendor to resolve your computer problem.
 c) I will ask, if you will shouting again, I will go back.
d) I will politely say sorry, and try to understand the problem he was facing with his computer.

14.problem reported was "computer not working"; which is the most suitable question ask to
customer, before visit to his place?
a) Sir, have you listened any BEEP sound after power on the system?
b) Sir, is there any display on monitor
c) Sir, have you done; power cable are properly fixed and turn on the system
d) All the above

15.You are working in "ABC Computer Services" Co. You went to customer's place and found
computer is out of warranty and keyboard is not working properly also PC hanging problem, what
you suggest to customer?
a) I will talk about company's Annual Maintenance Contract.
b) I will tell him to buy the keyboard from market.
c) I will tell him to get repair the keyboard from market
d) I will give address to my friends shop to purchase the keyboard

16.During checking a customer's PC you found that the RAM is insufficient and need to upgrade.
What will you suggest to customer?
a) Sir, the size of files you are using is too large to be handle this capacity of RAM and need to
upgrade its capacity to resolve the problem.
b) Sir, RAM is not working properly so need to replace.
c) Sir, RAM is finished its life so please replace it.
d) Sir, please replace your RAM to resolve your PC problem

17.You are assigned installation of printer at Mr Gupta's house. You have reached at Mr Gupta's
house and install the printer with final checked by Mr. Gupta. You given a demo related to all
functions of the printer to Mr. Gupta_ Now Mr. Gupta says you that "l am very happy to learn
such a new thing and it will help a lot in my work". How much level of satisfaction has Mr. Gupta?
a) Un-satisfied
b) Well Satisfied
c) Neutral
d) Angry

18.You receive a call "No display", which is the most appropriate question; you will ask to customer
before visit to customer's place?
a) Sir, have you listened any BEEP sound after power on the system?
b) Sir, have you seen any colour in the LED light on the front of Monitor?
c) Both A and B
d) None of the above

19.You found the hard disk having BAD SECTORS in customer's PC, which is the most suitable
information given to customer (HDD is under one year replacement warranty)
a) Sir, the hard disk is not working properly and need to replace, I have mention the details of
hard disk In customer slip, meanwhile I have installed a spare HDD in computer so your work
will not affected
b) Sir, hard disk is not working and send to repair/ repair to TRC, it will take time
 c) Sir, hard disk is not working and will replace or repair
d) Sir, hard disk is not working and will be replaced on chargeable basis.

20.If customer's computer is not well maintained and also of very old configuration, What will you
suggest to customer to fulfil the future requirements
a) Sir, your computer is needed to upgrade because it is not capable to handle current software
b) Yes, it is very old computer, please purchase a new computer.
c) Sir, life of your computer is finished, please purchase a new computer from market
d) None of the above

21.During visit at customer's house, you found the hard disk having bad sectors and out of warranty,
what will you suggest to customer?
a) Madam, the hard disk of your computer having bad sectors, and unable to repair, the best
solution is to replace it, for better performance.
b) Madam, the hard disk of computer is damaged and need to replace
c) Madam, hard disk is not working properly and is out of warranty, please change it
d) All the above

22.Before starting new hardware installation, what will you do?

a) Collect payment from the customer
b) Complete all the documentation work
c) Check all the tools required for hardware installation
d) Open the packaging and take out the hardware carefully

23.What is the installation manual?

a) booklet of step-by-step installation of the devices
b) Product feature booklet
c) Customer guide book
d) book for increasing the knowledge

24.If customer wants to install a computer system in the corner of his room near the study table.
What will you do in such condition?
a) I will install the computer system as preferred by the customer
b) I will ignore what customer is saying and install it where I want
c) I will explain the customer that this is wrong place to install the computer system
d) I will tell the customer if you want install computer system in corner you have to remove
your study table from here.

25.We should check and ensure any_____________ -made programs required by the customer
during visit to customer's place?
a) Hand
b) Tailor
c) Ready
d) Machine

26.What exercise improve and maximize the overall life of a battery of Laptop?
a) Full initial charge
b) Remove battery if not in use for a long period
 c) Clean the battery contacts with a cotton swab
d) All of the above

27.If customer complaint that the printer becomes very hot while use, what you will do?
a) Check the printer manual for the location of high-voltage components.
b) Make sure that the printer has had time to cool before making the repair
c) Arrange all safety and repairing tools will required
d) all of the above

28.A customer requires to install a software which scan the virus in the PC, which is from below
software you should install in the PC?
a) Acrobat Reader
b) Mozilla Firefox
c) XPS Viewer
d) None of these

29.Arrange the steps of installing a printer in the correct order. 1 Install printer driver 2 connect
power cord and switch on the printer 3 Connect the printer with computer 4. Print a test page 5.
Switch on the computer
a) 5. 1. 2. 3. 4
b) 5. 3. 2. 1. 4
c) 5. 1. 3. 2. 4
d) 3. 2. 5. 1. 4

30.You find that the customer's issue cannot be resolve at the field. What will you do in such
situation?
a) I will escalate them to my supervisor so that further action can be taken on them
b) I will share them with my colleague, but not with my supervisor
c) I will not share them with any one as it may affect my incentives
d) I will inform the customer that problem is big and cannot be solved

31.Documentation is important because

a) it will help you escaping from errors
b) it helps for future references
c) it will make client very happy
d) it is done on paper

32.What is a close ended question?

a) question ask to the client to make fun of him
b) question ask to the client that explains the issue completely
c) question asked to the client to close an issue-
d) question to the client to about his personal matter

33.will you assist your colleague who is not able to complete his work?
a) Always
b) will help him once I complete my target
c) never
d) none of the above
34.A customer is at a location where there is frequent power fluctuation. WHAT WILL BE your
suggestion?
a) ask him to complaint to the power supply provider
b) ask him to change his residence
c) ask him to buy an UPS
d) ask him to install a lighting arrestor

35.In a POST card what does post stand for?

a) Power on Self-Test
b) power of software test
c) 0
d) None of the above

36.What is TAT?
a) turnaround time
b) trigger amount time
c) time around task
d) take around time

37.when do you think a customer is satisfied?

a) when he gives more tips as reward to my service
b) customer satisfaction cannot be measured
c) when he gives positive feedback about my service
d) when he talks good about me to my supervisor

38.is summarising the problems and suggesting the solution to the customer gives necessary?
a) Yes
b) No

39.which process will consume more time ,repair or replacement?

a) Repair
b) Replacement
c) both takes equal time
d) not sure

40.The customer can benefit if we assess the problems accurately & suggest the appropriate
solution?
a) True
b) False

41.when a customer says he heard a loud noise when trying to switch on the system, what will be
your next course action?
a) It should be a problem with the power supply and will replace the power supply
b) will try ask more questions to the customer to understand the problem better
c) it should be the problem with the hard disk and will change the hard disk
d) will instruct the customer to replace the whole system
42.It is essential to keep personal problem aside and work for the betterment of the company
a) True
b) False

43.Who should approve if you want to replace any part at the customer's place?
a) no one
b) customer
c) my supervisor
d) my colleague

44.At customer buys a printer which costs Rs 5000 and the VAT is 15% for it .How much amount will
you invoice the customer?
a) 6570
b) 4250
c) 5750
d) 5000

45.What is your next course of action based on the image?

a) I will try to repair them by using an adhesive tape
b) I will supply a cordless mouse
c) I will replace the mouse
d) none of the above

46. What tools is necessary if you want to connect the telephone cable to the pc at a customer’s
place ?
a) plier
b) crimping tool
c) screwdriver
d) hammer

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47.Identify the image
a) offset printer
b) plotter
c) lathe printer
d) none of the above

48.Ammeter is used to measure __________?

a) voltage
b) impedance
c) ohms
d) current

49.Identify the process depicted in the image

a) Printer head cleaning
b) Disk defragmentation
c) System restore
d) OS installation
50.What is the meaning of "well groomed"?
a) To be stylish like a film star
b) With bright clothes
c) Well shaven
d) Well shaven ,neatly dressed and well kept

51. What will you tell the customer if his printer head is to be repaired?
a) tell him to replace the printer
b) tell him to buy new printer head.
c) tell him that we will repair the printer head and the cost involved .
d) tell him that we will repair the printer head

52. Any software that is developed specific to the requirement of a user is called as a “sor made
program”
a) true
b) false

53. Identify the image

a) ohm tester
b) monophonic headphone .
c) ESD wrist strap
d) Bluetooth headphone

54. You have been given the task of attending 8 customers on a particular day . you have completed
only six visits. What is your percentage of call closure ...?
a) 60%
b) 70%
c) 75%
d) 90%

55. identify the following image .

a) dot matrix printer
b) laser jet printer.
c) ink jet printer .
d) plotter

56. How will you decide whether to replace or repair a component/part .?

a) always replace.
b) based on the customer .
c) based on my supervisor
d) replace only if it is not repairable .

57. Warranty of PC voids , if the casing is opened by the customer .

a) True
b) false

58. Is it necessary to get feedback from the customers ...?

a) yes
b) no

59. What operating system will you suggest a customer , who want’s free of cost .
 a) windows 7 ultimate.
b) windows 7 pirated .
c) linux 3.0
d) windows xp

60. following is a
a) battery operated electronic screwdriver
b) battery operated drilling machine .
c) battery operated riveter.
d) none of the above

61. One byte is equal to ____ bits

a) 8
b) 4
c) 16
d) 10

62. One terabyte =_________

a) 100Gb
b) 1000Gb
c) 1024Gb
d) 640Gb

63. calculate your total salary if you are given 15% incentive from your salary of 15000.
a) 17250
b) 15000
c) 1375
d) 16000

64. Customer wished to upgrade the processor, where will you buy it...?
a) from an authorised reseller of the processer who gives proper invoice .
b) from any shop which sells for a cheaper price .
c) all of the above.
d) none of the above.

65. identify the image shown .

a) speedameter
b) multimeter
c) ammeter.
d) voltmeter.

66. The iron tip temperature of soldering iron is in range of

a) 100–200-degree Fahrenheit
b) 330–350-degree Fahrenheit
c) 1000–1200-degree Fahrenheit
d) 600–800-degree Fahrenheit

67. What Is the normal time taken to install a ram in a customer’s place ?
a) 1 visit
b) 2 visits
c) multiple visits
 d) cannot be done at the customer’s place

68. at the end of your service , what will give the customer as a proof for the money you charge ?
a) invoice
b) purchase order
c) quotation
d) delivery order

69. Identify the image

a) Ram
b) HDD
c) Rom
d) Fdd

70. Where will you receive the spares or tools for your work ?
a) receptionist
b) storekeeper
c) supervisor
d) managing director

71. Identify the following image

a) Resistor
b) Diode
c) Capacitor
d) Transistor

72. Who in the company is responsible to call the customer to know more about the complaints.?
a) supervisor
b) field technician
c) receptionist
d) no one

73. A customer running a law firm who needs to print more than 100 paged per day needs to buy a
printer . which printer would you suggest .?
a) high speed laser jet printer .
b) ink jet printer with a3 size paper printing facility to print building plans .
c) cost-effective dot-matrix printers
d) none of the above

74. identify the image

a) purchase order
b) invoice
c) delivery order
d) quotation

75. Can a PC be installed near a place where there is water leakage ?

a) not at all
b) not sure
c) can be installed
d) none of the above

76. Identify the image

 a) slippery road
b) both of the above
c) danger due to electric shock
d) None of the above

77. Identify the company that manufactures processors for computers.

a) Bell
b) Ibm
c) Intel
d) Computer associate

78. While at the customer’s place . you are stuck while installing a software . what will you do .?
a) I will leave the customer place without completing the job
b) I will talk with my technical helpdesk to seek assistance .
c) All of the above
d) None of the above

79. Conducting a root-cause analysis to identify a problem is essential .

a) True
b) False

80. A customer wants to reinstall his windows 7, what cd’s will you carry along with you when you
visit the customer .?
a) Windows 7
b) Linux 3.0
c) Windows 8
d) Windows xp

81. A software can be installed successfully by skipping the process of entering the product license
key ?
a. True
b. False

82. What are all the benefits of calling a customer ?

a. To know more about a problem
b. If possible , can provide solution over phone
c. To know about his availability
d. All the above

83. Which among the following configuration is the most expensive ?

a. Intel i7 processer , 2tb hdd , 4gb ram , 17” led monitor
b. Intel i5 processer, 2tb hdd , 2gb ram, 15”monitor .
c. Intel i5 processor , 1 tb , hdd, 2gb ram , 15”monitor
d. Intel i3 processor , 2tb hdd , 2gb ram , 15” monitor

84. is it necessary to interact with a colleague from the sales department .

a. Not necessary
b. Necessary as I will get more information in the products of my company .
c. Both of the above .
 d. None of the above

85. what tools are necessary if you want to replace a component in the mother board .
a. Screwdriver
b. Soldiering iron
c. Multimeter
d. All of the above

86. if your company has changed its operating hours from 10am – 6pm to 9am to 5pm . what will
you do..
a. I will come at 10 am as usual
b. I will come at 9 am as the policy has been changed
c. Timing is not necessary
d. None of the above

87. What Is PCB ?

a. Printed correct board
b. Printable connection board
c. Printed circuit board
d. None of the above

88. What would you ask the customer to know about his address ..?
a. Ask for any landmark near his place
b. Ask the customer to wait outside his house looking for me
c. Will not ASK anything regarding the address.
d. Just use the address available in the customer care to look for him

89. where are the peripheral devices placed normally ?

a. Near the system
b. At an ideal location based on customer
c. Anywhere as you wish
d. Near the refrigerator

90. What is the warranty coverage?

a. Assurance of quality given by the manufacture to the user on the proper working of the
product
b. A date given by the manufacture until which the product function properly
c. Assurance of quality given by the dealer to the user.
d. None of the above .

91. Identify the image

a. Antistatic hand gloves
b. Hitension hand gloves
c. Heart resistant hand gloves
d. None of the above

92. You find that the customer issue cannot be resolved at the field. What will
you do in such situation?
 a) I will escalate them to my supervisor so that further action can be taken on them
b) I will share them with my colleague, but not my supervisor
c) I will not share them with anyone as it may affect my incentives
d) I will inform the customer that problem is big and cannot be solved

93. Arrange the steps of installing a printer in the correct order (1) Install printer driver (2) connect
power cord and switch on the printer (3) connect the printer with the computer (4) print a test page
(5) Switch on the computer?
a) 5,1,2,3,4
b) 5,3,2,1,4
c) 5,1,3,2,4
d) 3,2,5,1,4

94. A customer requires to install a software which scans the virus in the pc. Which from the below
software you should install in the pc?
a) Acrobat reader
b) Mozilla Firefox
c) XPS viewer
d) none of these

95. If customer complaint that the printer becomes very hot while use, what you will do?
a) Check the printer manual for the location of high-voltage components
b) Make sure that the printer has time to cool before making the repair
c) Arrange all safety and repairing tools which is required
d) All of the above

96. We should check and ensure any________ made program required by customer during visit to
the customer’s place?
a) Hand
b) Tailor
c) Ready
d) Machine

97. What exercise improve and maximize the overall life of a battery in laptop?
a) Full initial charge
b) Remove battery if not in use for a long period
c) Clean the battery contacts with a cotton swab
d) All of the above

98. If customer wants to install a computer system in the corner of his room near the study table,
what will you do in such condition?
a) I will install the computer system as preferred by the customer
b) I will ignore what customer is saying and install it where I want
c) I will explain the customer that this is a wrong place to install the computer system
d) I will tell the customer if you want to install computer system in corner then you have to
remove your study table from there

99. What is installation manual?

a) Booklet of step-by-step installation of the devices
b) product feature booklet
c) customer guidebook
 d) book for increasing the knowledge

100. Before staring new hardware installation, what you will do?
a) Collect payment from the customer
b) complete all the documentation
c) check all the tools required for hardware installation
d) open the packaging and take out the hardware carefully

101. What will you do if you found that CPU is placed on ground at customer site? As per the
company policy the computer is supposed to be kept in the stand. What will you do?
a) I will inform the customer that the computer should not be placed in the ground, and it
should be placed in the stands
b) I will not inform the customer as if his wish
c) I will inform to my colleague and not to customer
d) I will not do anything because its none of my work

102. During visit at customer’s house, you found the hard disk having bad sectors and also out of
warranty, what will you suggest to customer?
a) Madam, the hard disk of your computer is having bad sectors and unable to repair, the best
solution is to replace it, for better performance
b) Madam, the hard disk of computer is damaged and need to replace
c) Madam, hard disk isn’t working properly and is out of warranty ,please change it
d) All of the above

103. If customer’s computer is not well maintained and also of very old configuration . what will you
suggest the customer to fulfil the future requirement?
a) Sir, your computer needs to upgrade because it is not capable to handle current software
b) yes, it is a very old computer, please purchase a new computer
c) Sir, life of your computer is finished, please purchase a new computer from market
d) none of the above

104. You found the hard disk having BAD SECTORS in customer’s PC, which is the most suitable
information given to customer (HDD is under one year replacement warranty)
a) Sir, the hard disk is not working properly and need to replace, I have mentioned the details
of hard disk in customer slip, meanwhile I have installed a spare HDD in computer so your
work will not be affected
b) Sir, hard disk is not working and send to repair/repair to TRC, it will take time
c) Sir, hard disk isn’t working and will replace or repair
d) Sir, hard disk isn’t working and will be replaced on chargeable basis

105. you receive a call “no display”, which is the most appropriate question, you will ask to
customer?
a) sir, have you listened any BEEP sound after power on the system?
b) Sir, have you seen any colour in the LED light on the front of monitor?
c) Both A and B
d) none of the above

106. You are assigned installation of printer at Mr. Gupta’s house. You have reached Mr. Gupta’s
house. You gave a demo related to all the functions of the printer. Mr. Gupta said “ I am very happy
to learn many things about it, it will be a great help to my work”, how much level of satisfaction from
Mr. Gupta
 a) Un-satisfied
b) Well satisfied
c) Neutral
d) Angry

107. During checking a customer’s you found ram is insufficient and need to upgrade. What will you
suggest to customer?
a) Sir, the size of files you are using is too large to be handled this capacity of RAM and need to
upgrade its capacity to resolve the problem
b) sir, RAM is not working properly, so need to replace
c) sir, RAM is finished its life so please replace it
d) sir, please replace your RAM to resolve your PC problem

108. Your colleagues went to customers place and found the computer has been placed on wet
floor. What will you do?
a) I will inform to my supervisor
b) I will do nothing
c) I will inform to my colleague
d) I will inform to customer and shouting for this action

109. You are going to complete the task within 10 mins. One of your colleagues working in your area
calls you as he is facing some problem in windows installation
a) I will ask him my task taken 2-3 hours to finish
b) I will go to help him after finishing my task after 10 min
c) I will be unable to help him because the work is assigned to him
d) I will deny helping him because his talking is very bad

110. What will you do , after pick-up a faulty motherboard with you from customer place?
a) I will throw away the faulty motherboard
b) I will deposit faulty motherboard to stores after attach a fault tag
c) I will give it to my colleague
d) I will sell it to scrap man

111. You have been sent to connect the LAN to pc, you need 2.5 meters of LAN cable for 1 comp, 1
LAN card for 1 comp, 2 RJ45 component for 1 comp and 1 crimping tool for 1 comp. you need to
connect 5 pc. How many components you will take?
a) 10.5 mtrs, 5 LAN card, 2 RJ45, 5 Crimping tool
b) 10.5 mtrs, 10 LAN card,5 RJ45, 2 crimping tool
c) 12.5 mtrs, 5 LAN card, 10RJ45,1 crimping tool
d) 12.5 mtrs,10 LAN card,5RJ45, 5 crimping tool