单选题A technician is dispatched to a location. While working, the technician’s cell phone rings. Which of the following actions should the technician take?（）A Answer the call to determine its importance.B Ignore the call and return the call from a land line

第1题：

第2题：

A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?（）

• A、Immediately forward the call to the vendor.
• B、Give the information to the caller.
• C、Hang up on the caller immediately and report the call to upper management.
• D、Politely refuse to give the information and end the call.

第3题：

第4题：

When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）

• A、Answer the call and talk to your friend at the customer site.
• B、Answer the call and tell the friend you will call them later.
• C、Let it go to voicemail， call them back between service calls.
• D、Let it ring and call the friend back when the customer leaves.

第5题：

A VPN connection is not working correctly and the technician is unable to ping the VPN server. Which of the following actions should the technician do FIRST?（）

• A、Call their local ISP
• B、Verify the IP information of the server
• C、Check their local Internet connection
• D、Verify the hostname of the server

第6题：

If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）

• A、End the call quickly, even if a solution has not been found.
• B、Ask the caller to call back in a while.
• C、Put the caller on hold briefly and take a deep breath.
• D、Pass the caller to another support representative.

第7题：

A technician is dispatched to a location. While working, the technician’s cell phone rings. Which of the following actions should the technician take?（）

• A、Answer the call to determine its importance.
• B、Ignore the call and return the call from a land line.
• C、Answer the call and leave the location in order to talk.
• D、Silence the phone and allow the call to go to voice mail.

第8题：

第9题：

Which of the following safety procedures is the BEST when lifting heavy equipment onto a repairbench?（）

• A、The technician should always bend at the waist and lift with their arms.
• B、The technician should seek assistance from an available customer.
• C、The technician should always bend at the waist and lift with their back.
• D、The technician should get assistance from another technician.

第10题：

The customer has a dedicated ink jet fax machine that is used to send and receive faxes only from the corporate office. The user complains of streaks on the received faxes while the internal self-prints are fine. Which of the following should a technician recommend？（）

• A、Clean the scanner glass on the distant machine.
• B、Clean the scanner glass on the local machine.
• C、Clean the printer head on the local machine.
• D、Call the telephone company to increase the line signal level.