Name: 
 

CMT - Chapter 22



True/False
Indicate whether the statement is true or false.
 

 1. 

PC service technicians are usually responsible for ongoing PC maintenance.
 

 2. 

Hardware and software products generally have more technical documentation than just a user manual.
 

 3. 

Call tracking can be done online or on paper.
 

 4. 

Generally, it is the technician, not the customer, who ends the call or chat session with the customer.
 

 5. 

Making a copy of a software to give to a friend is not illegal.
 

Multiple Choice
Identify the choice that best completes the statement or answers the question.
 

 6. 

A ____ technician works on-site, closely interacting with users, and is responsible for ongoing PC maintenance.
a.
PC service
c.
PC support
b.
bench
d.
help-desk
 

 7. 

An IT administrator is an example of a ____ technician.
a.
PC service
c.
PC support
b.
bench
d.
help-desk
 

 8. 

A ____ technician goes to a customer site in response to a service call and, if possible, repairs a PC on-site.
a.
PC service
c.
PC support
b.
bench
d.
help-desk
 

 9. 

Another job title that can be used for ____ technicians is field technicians.
a.
PC service
c.
PC support
b.
bench
d.
help-desk
 

 10. 

A bench technician is sometimes called a ____ technician.
a.
field
c.
PC
b.
depot
d.
support
 

 11. 

____ technicians do not have physical access to the PC.
a.
PC service
c.
PC support
b.
Bench
d.
Help-desk
 

 12. 

Another job title for a help-desk technician is a(n) ____.
a.
field technician
c.
call center technician
b.
depot technician
d.
IT administrator
 

 13. 

When handling a phone support call, which of the following should be done before asking for a description of the problem?
a.
identify yourself and your organization
b.
ask for the caller’s phone number
c.
ask for licensing or warranty information
d.
All of the above
 

 14. 

The ____ exam grants you the IT Technician designation.
a.
A+ 220-601
c.
A+ 220-603
b.
A+ 220-602
d.
A+ 220-604
 

 15. 

The ____ exam grants you the Depot Technician designation.
a.
A+ 220-601
c.
A+ 220-603
b.
A+ 220-602
d.
A+ 220-604
 

 16. 

The ____ exam grants you the Remote Support Technician designation
a.
A+ 220-601
c.
A+ 220-603
b.
A+ 220-602
d.
A+ 220-604
 

 17. 

____ software uses databases of known facts and rules to simulate human experts’ reasoning and decision making.
a.
User
c.
Technical systems
b.
Help-desk
d.
Expert systems
 

 18. 

Probably the most significant indication that a PC technician is doing a good job is that ____.
a.
she is being promoted
c.
she does not have any competition
b.
she is getting work to do
d.
customers are consistently satisfied
 

 19. 

If you promised your customer that you will come at 9 AM, but you realize that you cannot keep the appointment, you should ____.
a.
just try to come as soon as possible
b.
inform your boss that you cannot make it on time
c.
inform the customer that you cannot make it on time and reschedule
d.
make sure that you arrive the next day at 9 AM
 

 20. 

It is most important for a competent technician to ____.
a.
have a humble and detached attitude
c.
be charming
b.
have a positive and helpful attitude
d.
be stylish
 

 21. 

When someone purchases software from a software vendor, that person has purchased a(n) ____ for the software.
a.
license
c.
lease
b.
copyright
d.
ownership
 

 22. 

The ____ of a creative work belongs to the creator of the work or others to whom the creator transfers this right.
a.
license
c.
lease
b.
copyright
d.
ownership
 

 23. 

Making unauthorized copies of original software is called software ____.
a.
phishing
c.
regeneration
b.
spamming
d.
piracy
 

 24. 

Vendors might sometimes sell counterfeit software by installing unauthorized software on computers for sale. This practice is called ____.
a.
hard-drive remanufacturing
c.
hard-disk loading
b.
software reselling
d.
software phishing
 

 25. 

When you cannot solve a problem, sending the problem to those higher in the support chain is known as ____ the problem.
a.
escalating
c.
declining
b.
passing
d.
licensing
 

 26. 

If your customer is overly confident about his or her computer knowledge, you should ____.
a.
use technical language in a way that conveys you expect the customer to understand you
b.
try to limit the customer’s opportunity to ask questions
c.
not use computer jargon while talking
d.
frequently ask the customer what the screen displays to help you track the keystrokes and action
 

Completion
Complete each statement.
 

 27. 

______________________________ sponsors the A+ Certification Program and manages the exams.
 

 

 28. 

Passing the ____________________ exam validates entry-level skills in any PC repair job.
 

 

 29. 

____________________ has industry recognition, so it should be your first choice for certification as a PC technician.
 

 

 30. 

If you spend many hours on the phone at a help desk, you should use a(n) ____________________ instead of a regular phone to reduce strain on your ears and neck.
 

 

 31. 

When you install software, one step in the installation is to agree to the ____________________ agreement.
 

 

Matching
 
 
Identify the letter of the choice that best matches the phrase or definition.
a.
help-desk technician
f.
copyright
b.
software copyright infringement
g.
bench technician
c.
license
h.
site license
d.
call-tracking software
i.
expert systems software
e.
PC support technician
 

 32. 

Responsible for the PC before trouble occurs, and, therefore, is able to prepare for a problem by keeping good records and maintaining backups
 

 33. 

Works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them
 

 34. 

Provides telephone or online support
 

 35. 

Designed and written to help solve problems
 

 36. 

Can help to escalate calls when necessary and track the escalation
 

 37. 

The right to use a work, such as software
 

 38. 

The right to copy a work, such as software
 

 39. 

The right to use multiple copies of software
 

 40. 

Making unauthorized copies of original software
 



 
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