What should Jerry do when dealing with the client? (Select all that apply.)
Compliment the client on his knowledge
. & Ask the client to backtrack to see what things he tried in order to fix the computer. Check the simple things first to make sure you do not miss anything.
When working with customers you should always?
When working with customers, you should always try
to keep a positive attitude
. Why is it important to maintain a positive attitude when working with customers? Helps to establish a good customer relationship.
What can Sharon’s company do to make sure a customer who purchases the program does not give it to someone else?
What can Sharon’s company do to make sure a customer who purchases the program does not give it to someone else?
Use DRM
. Recently, Jessica has been receiving reports at the help desk that clients cannot log in to their computers and need to rest their passwords.
What should you do when you realize you understand the problem quizlet?
What should you do when you realize you understand the problem?
Interrupt the client so that you can get to work right away
. While the client is explaining the problem, start looking up the fix for the problem on your phone. C) Actively listen to the client until he finishes explaining the problem.
What does EFS denote mean?
What does the acronym EFS denote?
Encrypting File System
.
What has happened to Holly’s computer?
What has happened to Holly’s computer?
She has downloaded a rogue antivirus
. Samantha is having an issue with Windows crashing and believes that malicious software is causing it to crash.
How do you deal with effective clients?
- 10 Tips for Dealing with Customers.
- Listen to Customers. …
- Apologize. …
- Take Them Seriously. …
- Stay Calm. …
- Identify and Anticipate Needs. …
- Suggest Solutions. …
- Appreciate the Power of “Yes”
How do you support clients?
- Be accessible. Be very accessible. …
- Mind the customer’s mood. …
- Bring expertise to the table. …
- Make sure your staff is equipped. …
- Know the competition. …
- Be innovative. …
- Don’t fear the online tools. …
- Nurture your relationships.
How do you handle irate customers?
- Stay calm.
- Shift your mindset.
- Acknowledge their distress.
- Introduce yourself.
- Learn about the person you are talking to.
- Listen.
- Repeat their concerns back to the customer.
- Sympathize, empathize and apologize.
What are rootkits used for?
A rootkit
allows someone to maintain command and control over a computer without
the computer user/owner knowing about it. Once a rootkit has been installed, the controller of the rootkit has the ability to remotely execute files and change system configurations on the host machine.
What might be the issue with Kyle’s client’s computer?
What might be the issue with Kyle’s client’s computer?
The computer might have a virus
. Kevin recently discovered that unknown processes are running in the background on his company’s web server.
Which of the following is the best step for the technician to take in securing the router to meet this requirement?
Which of the following is the best step for the technician to take in securing the router to meet this requirement?
Change the router’s default administrative password
. A small group of travelers is meeting inside an ancient building, and the travelers need access to the Internet using their mobile devices.
What does spyware do to your computer?
Spyware is
a type of malicious software
that is installed on your computer or mobile device without your consent. It can gain access to your sensitive personal information and then relay it to other parties, some malicious. … Spyware is actually one of the most common threats on the internet today.
What should Scott check prior to installing the applications Select all that apply?
What should Scott check prior to installing the applications? (Select all that apply.) Correct. Scott should make sure that
the RAM, CPU, and video graphics required to run the application are available
.
Which of the following is a scenario in which an IT support technician would most likely be required to implement the alternate IP configuration method on a network host?
Which of the following is a scenario in which an IT support technician would most likely be required to implement the alternate IP configuration method on a network host?
In the event a DHCP server is unavailable, the workstation will have a valid IP address on the subnet
. You just studied 15 terms!
How is encryption done?
Encryption
uses an algorithm to scramble, or encrypt, data and then uses a key for the receiving party to unscramble, or decrypt
, the information. The message contained in an encrypted message is referred to as plaintext. In its encrypted, unreadable form it is referred to as ciphertext.
What must be done to activate the Power Saver plan?
In the Lab, what must be done in order to activate the power saver plan?
Click the button beside your choice
. You just studied 22 terms!
Which of the following is a feature of a Fileless virus?
What are the Characteristics of Fileless Malware? Fileless malware:
Has no identifiable code or signature that allows typical antivirus tools to detect it
. It also does not have a particular behavior; therefore, heuristics scanners cannot detect it.
Which permissions should be assigned when you want to allow users to view and change files and folders create new files and folders and run programs in a folder?
You want to allow users to view and change files and folders, create new files and folders, and run programs in a folder. Which permission do you assign?
Full control
.
Why is PINE963 Apple not a strong password?
The
password should not contain words that can be found in
a dictionary. The password: PINE963$&apple, has two dictionary words PINE and apple. A strong password contains a combination of uppercases and lowercases letters, numbers, and symbols.
What is it called when software is used to simulate the hardware of a physical computer?
What is it called when software is used to simulate the hardware of a physical computer?
virtual machine
.
How do you deal with stubborn clients?
- Choose your words carefully. …
- Add FroMLE to the end of ignorant statements. …
- Be very specific, use measurables. …
- Acknowledge, but don’t agree. …
- Pin down the outcome. …
- Use visual reminders and document it. …
- Recognize a real personality conflict. …
- Fire them.
What is the role of customer support?
The primary job of a customer service representative is
to address customer issues and resolve them in a timely and efficient manner
. Support reps interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately.
How do you convince a client over the phone?
- Direct them where they need to go the first time. …
- Reduce wait times. …
- Make small talk. …
- Use positive language. …
- Be an active listener. …
- Offer additional follow up if needed.
How do you respond to an unhappy customer?
- Let them vent (for a while) They’re angry. …
- Repeat what they just told you. When you restate what someone just said, it makes them feel heard. …
- Empathize even if you don’t agree. …
- Get the conversation to the right channel. …
- Communicate next steps (and follow through on them)
How do you handle unhappy customers?
- Don’t React First. Listen and put yourself in his or her shoes–it makes a difference. …
- Find the Median Between Needs. Customers are human beings. …
- Be on Their Team. …
- Use Their Insight. …
- Don’t Disagree Right Away. …
- Let Them Lead to a Solution. …
- Make the Customer Whole. …
- Tell Them They’re Right.
What best practices can help to avoid the negative impact of ransomware?
- Maintain backups – thoughtfully. …
- Develop plans and policies. …
- Review port settings. …
- Harden your endpoints. …
- Keep systems up-to-date. …
- Train the team. …
- Implement an IDS.
What is rootkit and its types?
- Hardware or firmware rootkit. The name of this type of rootkit comes from where it is installed on your computer. …
- Bootloader rootkit. Your computer’s bootloader is an important tool. …
- Memory rootkit. …
- Application rootkit. …
- Kernel mode rootkits.
How do you deal with spyware?
- Know thine enemy. …
- Get off Internet Explorer. …
- Deter downloads. …
- Teach back-up and restore basics. …
- Create a spyware removal CD. …
- Run at least two spyware cleaners. …
- Close desktop communication holes. …
- Deal with DRM.
How do you deal with rude clients?
- Stay Calm, Don’t React. The first thing to do is to remain calm and not respond in kind. …
- Don’t Take It Personally. Why are some customers so rude? …
- Listen and, If Appropriate, Apologize. Rude customers often need to vent their frustration.
What is rootkit detection?
A rootkit is
a malicious software bundle designed to give unauthorized access to a computer or other software
. Rootkits are hard to detect and can conceal their presence within an infected system. Hackers use rootkit malware to remotely access your computer, manipulate it, and steal data.
How can spyware be prevented?
Here are a few tips that will help prevent spyware from creeping its way into your digital life:
Use trusted antivirus software with anti-spyware features
.
Don’t download suspicious-looking email attachments
.
Don’t click on online pop-ups
.
How can you protect your computer from spyware?
- Use anti-spyware software. Software is the front-line between you and an attacker. …
- Update your system. Make sure you update your browser and device often. …
- Pay attention to your downloads. …
- Avoid pop-ups. …
- Keep an eye on your email.
What has happened to Holly’s computer?
What has happened to Holly’s computer?
She has downloaded a rogue antivirus
. Samantha is having an issue with Windows crashing and believes that malicious software is causing it to crash.
What is the first step after discovering a machine or machines has been infected with a virus?
Step 1 –
Disconnect the Machine and Isolate it
The same goes for a computer that’s been infected with a virus. Make sure to take a machine off a network and disconnect from the Internet, if possible, to avoid cross contamination with other machines that are otherwise “healthy.”
What can Sharon’s company do to make sure a customer who purchases the program does not give it to someone else?
What can Sharon’s company do to make sure a customer who purchases the program does not give it to someone else?
Use DRM
. Recently, Jessica has been receiving reports at the help desk that clients cannot log in to their computers and need to rest their passwords.
How do I protect my wireless network?
- Change default passwords. …
- Restrict access. …
- Encrypt the data on your network. …
- Protect your Service Set Identifier (SSID). …
- Install a firewall. …
- Maintain antivirus software. …
- Use file sharing with caution. …
- Keep your access point software patched and up to date.
What methods are used to assign TCP IP parameters to network hosts?
Using
DHCP
A TCP/IP host uses the DHCP (Dynamic Host Configuration Protocol) to obtain its configuration parameters (IP address, gateway, name servers, and so on) from a DHCP server that contains the configuration parameters of all the hosts on the network.
