A+ Guide to Software 9th Edition by Jean Andrews - Solution Manual

A+ Guide to Software 9th Edition by Jean Andrews – Solution Manual

Instant Download – Complete Test Bank With Answers

Sample Questions Are Posted Below

Chapter 5

Reviewing the Basics

1. Assume that you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person.

Answers may vary. Possible answers: Positive and helpful attitude, own the problem, be dependable, be customer-focused, be credible, maintain integrity and honesty, know the law with respect to your work, act professionally, perform your work in a professional manner.

2. What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?

Answer: Ask questions to identify the problem and ask the caller to check and try some simple things while on the phone with you.

3. You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

Answer: Call the customer and explain the situation. Agree on a new time of arrival.

4. When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?

Answer: Ask the user to describe the problem in detail and if there is data on the hard drive not backed up. Then ask permission to service the computer.

5. What should you do after finishing your computer repair?

Answer: Verify everything is working. Then ask the customer to do the same. Fill out the paperwork.

6. What is a good strategy to follow if a conflict arises between you and your customer?

Answer: Stay professional. Allow the customer to vent. Listen carefully. Do what you can to solve the problem. Escalate if necessary.

7. You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?

Answer: Ask a knowledgeable co-worker for help

8. If you need to make a phone call while on a customer’s site and your cell phone is not working, what do you do?

Answer: Ask permission to use the phone

9. What is one thing you can do to help a caller who needs phone support and is not a competent computer user?

Possible answers: Allow the customer to ask questions.

Be patient and take the customer through each step slowly.

10. Describe what you should do when a customer complains to you about a product or service that your company provides.

Answer: Allow the customer to speak without you getting defensive

Take notes and send the information to the right person in your organization

Be an active listener. Show you care.

11. What are the six steps that you can use to solve any computer problem?

Answer: (1) Interview the user and back up data, (2) Examine the system and form a theory of probable cause or your best guess, (3) Test your theory, (4) Plan a solution and implement it, (5) Verify all works and take appropriate preventive measures, and (6) Document what happened and the outcome.

12. How many bits does an x86-based operating system process at one time?

Answer: 32 bits

13. What is the command to use the Memory Diagnostics tool?

Answer: mdsched.exe

14. What is the command to use the System File Checker to immediately verify system files? To verify system files on the next restart?

Answer: sfc /scannow, sfc /scanonce

15. What GUI tool can you use to stop a program that is hung?

Answer: Task Manager

16. What command-line tool can you use to stop a program that is hung?

Answer: taskkill

17. How can you eliminate the possibility that an application error is caused by another application or service running in the background?

Answer: Run the application after starting the system with a clean boot or in Safe Mode.

18. How does Windows know which application to use to open a file when you double-click the file in File Explorer or Windows Explorer?

Answer: Windows uses the file extension and associates a file extension to an application.

19. Which two tools might a software developer or system administrator use to register a component of an application in the Windows registry?

Answer: Component Services (COM+) and Regsvr32

20. If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume?

Answer: The problem is not with the application but with the OS, device drivers, or other programs loaded at startup.

Thinking Critically

1. You own a small computer repair company and a customer comes to you with a laptop that will not boot. After investigating, you discover the hard drive has crashed. What should you do first?
   1. Install a hard drive the same size and speed as the original.
   2. Ask the customer’s advice about the size drive to install, but select a drive the same speed as the original drive.
   3. Ask the customer’s advice about the size and speed of the new drive to install.
   4. If the customer looks like he can afford it, install the largest and fastest drive the system can support.

Answer: c. Ask the customer’s advice about the size and speed of the new drive to install.

2. You have repaired a broken LCD panel in a laptop computer. However, when you disassembled the laptop, you bent the hinge on the laptop lid so that it now does not latch solidly. When the customer receives the laptop, he notices the bent hinge and begins shouting at you. What do you do first? Second?
   1. Explain to the customer you are sorry but you did the best you could.
   2. Listen carefully to the customer and don’t get defensive.
   3. Apologize and offer to replace the bent hinge.
   4. Tell the customer he is not allowed to speak to you like that.

Answer: First b, then c.

3. As a help desk technician, list four good detective questions to ask if a user calls to say, “My computer won’t boot.”

Answers will vary, but might include:

• What happens when you push the start button?
• Is the switch on the rear of the case turned on?
• Is the power strip turned on?
• Do you see anything on your screen?
• Do you see lights on the monitor or computer case?
• Have you recently installed any new hardware or software?
• When was the last time your computer booted correctly? What has happened in the meantime?

4. A user tells you that Microsoft Word gives errors when saving a file. What should you do next?
   1. Install Windows updates which also include patches for Microsoft Word.
   2. Ask the user when the problem first started.
   3. Ask the user to save the error message as a screenshot the next time the error occurs and email it to you.
   4. Use Task Manager to end the Microsoft Word program.

Answer: b. Ask the user when the problem first started.