单项选择题

A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）

A. “Can you avoid using the PC that crashed?”
B. “What was the last thing that occurred before the PC had problems?”
C. “What were you doing before the PC went down?”
D. “What was the last thing you did before the PC crashed?”

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单项选择题

A customer reports the optical drive is no longer responding. Which of the following questionsshould be asked FIRST?（）

A. “Did you log in with an administrator account?”
B. “Have you been to any inappropriate websites?”
C. “What have you changed since the optical drive worked properly?”
D. “What has changed since the optical drive worked properly?”

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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.

单项选择题

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.