A technician is servicing a customer’s color laser printer a

第1题：

A technician just finished installing a new printer on an end user’s computer. Which of thefollowing will enable the technician to see the test page option for the printer?（）

• A、Right-click on the printer and select Properties
• B、Double click on the printer icon
• C、Right-click on the printer and select Set as Default
• D、Right-click on the printer and select Open

第2题：

A customer reports that the laser printer produces poor quality printouts. Having arrived onsite, the technician has a discussion with the customer and reviews some examples of their print jobs. Which of the following should the technician do NEXT? （）

• A、Clean the toner cartridge.
• B、Change the paper.
• C、Replace the fuser.
• D、Print a test page.

第3题：

第4题：

A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

• A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.
• B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.
• C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.
• D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

第5题：

When connecting a laser printer to a network for the first time， a technician should FIRST：（）

• A、configure the network settings on the printer.
• B、ensure the cable is set to TCP/IP.
• C、enable the printer in the BIOS.
• D、configure the printer as bi-directional in Windows.

第6题：

A technician has added memory to a laser printer. To allow the printer driver software to use the additional memory， the amount of memory should be modified in：（）

• A、the Device Settings tab in Printer Properties.
• B、Device Manager by clicking on the printer’s driver and selecting Parameters.
• C、Device Manager by selecting Upgrade Driver.
• D、the Color Management tab in Printer Properties.

第7题：

A customer reports that a networked printer is not printing documents. The technician successfullypings the printer’s IP address. Which of the following could be the problem? (Select TWO).（）

• A、The network cable is unplugged.
• B、The printer is low on toner.
• C、The gateway address on the printer is incorrect.
• D、The printer is out of paper.
• E、The spooler is not functioning.

第8题：

A laser printer displays ‘perform user maintenance’. The manufacturer’s information was not available when the user performed the maintenance, and the laser printer continues to display the maintenance code. Which of the following items needs to be performed?（）

• A、The printer needs to be sent to the manufacturer for maintenance.
• B、The printer’s firmware needs to be updated.
• C、A printer system reset must be performed.
• D、The maintenance page counter must be reset.

第9题：

A user reports that when trying to print a document nothing comes out of the printer and states that the only printer in the printer dialog box is ’Microsoft Office Document Image Writer.’ The technician should understand that the problem is that the printer： （）

• A、has not been installed on the user’s computer.
• B、is not turned on.
• C、driver is corrupt.
• D、cable is unplugged.

第10题：

A laser printer is sent for repair and the work order indicates that there is an image printing problem.  Which of the following should a technician do FIRST to confirm this problem？（）

• A、Run the calibration feature on the laser printer.
• B、Run a self-test image page from the printer.
• C、Clean the corona wire and return printer.
• D、Print a test page from a computer.