Practice Quiz

CompTIA 220-802 Certification Practice Test - Question List

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146. You are trying to get familiar with the directory structure on a Windows 7 Professional computer and attempting to locate important files and directories. Of the following, which are the correct locations for the referenced directories?
  1. User Accounts are in the Systems Properties box (Advanced tab)
  2. The Users directory is just under the OS (C:) drive
  3. The System folder is in OS (C:)Windows
  4. User Profiles in located in the Control Panel
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147. You are a customer support representative working with a DSL service provider. A customer calls in reporting a problem with his DSL connection. He fails to verify his credentials, even though this verification is a mandatory process without which a customer is not eligible for any support from your end. The customer repeatedly requests that you assist him. What should you do?
  1. Politely tell the customer that none of the support staff will be able to assist him if he is not able to verify his credentials. Ask him to call back after reconfirming his credentials.
  2. Disconnect the call.
  3. Raise your voiceand deny any support from your end.
  4. Ask the customer to hold the line while you transfer the call to your manager.
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148. You have informed a customer that you willmeet with her at 10:00 PM. sharp. However, due to some exigency, you are going to be late by a few hours. What should you do?
  1. Call the customer over phone and explain that you will be late by a few hours.
  2. Send an email informing the customer that you will be late.
  3. Tell your colleague.
  4. Keep quiet.
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149. David has called a support technician to repair a failed system. David is anxious about whether the data is safe and expresses his concern several times. What should the technician do?
  1. Just keep quiet and go ahead with his work.
  2. Cheer him up with jokes.
  3. Ask him to leave the computer room.
  4. Tell him that he has resolved such failures before and that his data will be safe.
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150. Which of the following abilities is the most important for a technician involved in customer service?
  1. The ability to quickly fix any technical problem and correctly document the solution
  2. The ability to solve any technical problem
  3. The ability to maintain complete and concise logs
  4. The ability to listen and communicate effectively with the user
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