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Professionalism and Prohibited Content

Quiz by John Bartucz (Mr. B)

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21 questions
Show answers
  • Q1
    Which of the following is a document that defines what action can be taken on data and resources at a company?
    MSDS
    Chain of Custody
    User Manual
    Acceptable Use Policy
    30s
  • Q2
    You believe you have witnessed prohibited behavior, and you have clearly defined it and documented it by referring to company policies. What should you do next?
    Wait until it happens again.
    Call the person involved and see if they have a good explanation.
    Evaluate the policy and decide whether to enforce it.
    Report the incident through proper channels
    30s
  • Q3
    When you are explaining something technical to a customer which of the following is the *best* technique to confirm that the customer is following your explanation?
    After the explanation, give them a quiz
    As you explain, pause and wait for confirmation by asking questions like "Does that make sense?"
    Print out articles for them to read while you speak.
    Talk quickly so they don't get bored.
    30s
  • Q4
    When someone is explaining something to you, how can you make sure you heard and understood what they said?
    Imagine how you sound to the other person.
    Nod your head frequently
    Focus
    Repeat it back to them in your own words to check for understanding
    30s
  • Q5
    Which of the following are techniques you could use to show respect for a customer? 1. Be as clear as possible and corret any misunderstandings 2. Do not minimize the importance of what the person is telling you 3. Show the customer your company security policy 4. Treat the customer the way you would want to be treated
    1, 2, 3, and 4
    2 and 4
    1, 2, and 4
    1, 2, and 3
    30s
  • Q6
    When a customer is explaining their issue, what is the *first* and most important thing you must do?
    Allow the customer to explain their issue without interrupting them
    Show respect
    Nod your head
    Sympathize
    30s
  • Q7
    Which of the following shows positive and professional behavior? 1. Avoiding confrontation 2. Minimizing the concern 3. Avoiding judgmental behavior 4. Laughing at the problem 5. Showing respect 6. Avoiding sarcasm 7. Taking the customer's behavior personally
    2, 4, and 7
    1, 5, and 6
    1, 3, 5, and 6
    1, 3, and 5
    30s
  • Q8
    When a customer is being rude or disrespectful, you should treat it as
    A learning opportunity and a chance to improve your skills
    A reason to hang up
    A chance to yell and swear
    A personal attack
    30s
  • Q9
    If a customer becomes verbally or physically intimidating or abusive, you should
    Just "deal with it"
    Leave the situation and immediately report to a manager
    Become abusive in response
    Say "I know you are but what am I?"
    30s
  • Q10
    Once you have created a backup, what must you do to ensure your data is safe
    Practice restoring from the backup
    Go for lunch
    Delete the backup
    Delete the data
    30s
  • Q11
    Always write down troubleshooting steps you took in a notebook because
    You can go back and undo, or you can save the steps you took as the correct answer
    Notebooks are fun
    You can draw funny pictures
    Notebooks are legal
    30s
  • Q12
    What is the first step in the 7 steps of troubleshooting?
    Get a hammer
    Research solutions
    Establish a theory
    Identify the problem
    30s
  • Q13
    Once you have identified the problem and researched knowledgeable sources, what should you do?
    Turn it off and on
    Document your findings
    Test your theory
    Establish a theory (probably cause of the problem)
    30s
  • Q14
    Once you have a theory of the problem (probably cause), you should
    Start over
    Document your findings
    Verify
    Test your theory
    30s
  • Q15
    Once you have verified that all systems are functional and you have implemented preventative measures, what is the last step?
    Turn it off and on again
    Go for lunch
    Research
    Document findings, actions and outcomes
    30s

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