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【单选题】

A customer asks the technician for an explanation of the cause of a printer issue, after the issue is resolved. Which of the following would be the MOST appropriate response?（）

A、“The process of removal is extremely complex and only certain individuals would understand”.

B、“There was a moisture build up in the paper tray that apparently caused the paper jam”.

C、“Condensation within the lower tray assembly hindered the functionality of the rollers which caused improper transfer”.

D、“The paper jam was caused because irresponsible users spilled liquid in the bottom tray”.

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更多“A customer asks the technician for an explanation of the cause of a printer issue, after the issue is resolved. Which of the following would be the MOST appropriate response?（）”相关的问题
第1题
[单选题] A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）

A、The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.  B、The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.  C、The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.  D、The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.  

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第2题
[单选题] A customer opened a ticket with the help desk two days ago to report that their computer ismaking a strange loud noise. Which of the following should the technician do FIRST after arriving at the site?（）

A、Ask another technician who has worked with this computer previously to learn about any other prior issues.  B、Ask the customer open-ended questions to attempt to narrow down the issue, then repeat the issue to the customer for validation.  C、Ask the customer close-ended questions to attempt to narrow down the issue while not using technical jargon to avoid overwhelming the customer.  D、Run preliminary diagnostic tests to narrow down the issue and update the status of the trouble ticket then ask the customer about any changes they have made to the computer.  

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第3题
[单选题] While a technician is responding to a customers call, a co-worker keeps insisting on telling the technician about their weekend. Which of the following is the BEST course of action?（）

A、Ask the customer permission to put them on hold and listen politely to the co-workers stories.  B、Put the customer on hold just for a few minutes and join the conversation.  C、Forward the customer to another technician and join the conversation.  D、Ask the customer permission to put them on hold and politely ask the co-worker to talk later.  

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第4题
[单选题] A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）

A、Ask the customer to wait and answer the phone call.  B、Talk on the phone while listening to the customer.  C、Hand the phone to a coworker to answer the call.  D、Silence the phone and then listen to the customer.  

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第5题
[单选题] A technician has just finished installing a new NIC into a customer’s desktop. Which of thefollowing should the technician do NEXT?（）

A、Perform a full system backup.  B、Follow up with the customer, verifying satisfaction.  C、Ask their manager to contact the customer.  D、Perform a complimentary virus scan.  

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第6题
[] A customer is using Metro Mirror to mirror the company inventory database from an IBM System Storage DS8700 at their headquarters to a DS8300 at a remote site. Due to bandwidth concerns they are planning to change the mirroring mode to Global Mirroring. They have asked for assistance. What must be done to help the customer make the change?（） A customer is using Metro Mirror to mirror the company inventory database from an IBM System Storage DS8700 at their headquarters to a DS8300 at a remote site. Due to bandwidth concerns they are planning to change the mirroring mode to Global Mirroring. They have asked for assistance. What must be done to help the customer make the change?（）

A、A. reboot the secondary system  B、B. rezone the Storage Area Network switches  C、C. break and re-establish the mirror relationship  D、D. increase the buffer credits in the HBAs to reflect the new mirror relationship  

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第7题
[单选题] A Sales Specialist receives an email from a customer， requesting information on IBM’s best Server Consolidation solution. How should the Sales Specialist proceed？ （）

A、Send the customer information on VMware  B、Send the customer information on IBM BladeCenter   C、Call the customer to ask why they are consolidating  D、Send the customer information on IBM System P  

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第8题
[单选题] A customer is asking for System x server quote. The customer provided IBM with a complete specification except for the backup device.  What should a sales specialist do to position a total solution for the customer？（）

A、Do not quote any additional services.  B、Add a tape device as an option to the quote.   C、Ask for a special bid to lower the total price.  D、Just quote exactly to the customer’s specification.  

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第9题
[单选题] You are helping the customer customer configure anthentication，a new asyncOS upgradebecomes available，what should you do？（） 

A、avoid mentioning the upgrade to the customer  B、schedule a convenient time to upgrade again， backing up the configuration before and after theupgrade  C、contact customer support and ask them to run the upgrade for you  D、immediately show the customer how to run the CLI command upgrade  

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第10题
[单选题] A customer has installed an IBM System Storage DS8700 with 20 TB of storage, 32 GB cache, and 16 Fibre Channel ports. The customer is beginning to experience throughput performance issues since they have added new workloads. The customer asks the storage specialist for guidance. Which of the following actions should be recommended as a first step?（）

A、install the Performance Accelerator feature  B、review the DS Storage Manager Major Event Log (MEL)  C、add an expansion frame with additionalFibre Channel ports  D、review the latest TPC for Disk study to identify the source of the performance issue  

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