1
When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.)
#Allow the customer to explain the problem, possibly dispelling some of the anger.
#Sympathize with the customer's problem.

2
A customer calls to complain that another technician was rude to them. In the past, the technician has received many complaints about rudeness regarding this coworker. How should the technician handle this complaint?
#Listen to the complaint, apologize for the incident, and then offer to help the customer.

3
A technician receives a call from a customer who is too talkative. How should the technician handle the call?
#Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.

4
Which three items are commonly parts of a service level agreement (SLA)? (Choose three.)
#supported software
#diagnostic procedures
#service location

5
Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
#your name
#ticket number
#customer name

6
Which three tasks are commonly carried out by a level-one technician? (Choose three.)
#document all information on the work order
#prioritize the problem
#gather information from the customer

7
The technician begins diagnosing a problem by asking an experienced customer to visit a troubleshooting Web site. The customer becomes angry because she feels this could be done without calling the technician. What should the technician do?
#Explain how the Web site can be used by both of them during the call to quickly eliminate problems.

8
A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.)
#possess good listening skills
#display professional behavior at all times

9
A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.)
#Allow the customer to speak without interruption.
#Refer to the customer by name whenever possible.

10
What are three guidelines for beginning a call with a customer? (Choose three.)
#Determine the level of knowledge that the customer possesses about computers.
#Use brief communication to establish a one-to-one connection with the customer.
#Call the customer by name.

11
Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)
#Politely interrupt to refocus the customer.
#Gather as much information as possible while the customer is talking.
#Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.

12
Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)
#Be positive.
#Look for alternative ways to help the customer.

13
While a technician is listening to a lengthy explanation of a problem, the technician identifies the solution to the problem. How should the technician proceed?
#Wait until the customer has finished speaking, and then explain the possible solution.

14
Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
#Use simple step-by-step instructions.
#Speak in plain terms.

15
What is the recommended way to place customers on hold?
#Ask and wait for permission before placing customers on hold.

16
Which issue is an example of an exception to an SLA that should be escalated to a manager?
#A customer wants two new computers added to the existing SLA without additional cost.

17
Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
#Go for a quick walk.
#Listen to soothing sounds.
#Practice relaxed breathing.

18
Which two guidelines demonstrate proper netiquette? (Choose two.)
#Begin each e-mail with an appropriate greeting.
#Avoid replying to "flames".

19
A technician is trying to calm an angry customer. What is the best approach?
#Maintain a positive tone of voice and offer to help solve the problem.

20
A technician is talking on the telephone to an angry customer who is unhappy with previous service. How should the technician calm the customer?
#Listen carefully and attempt to solve the customer's problem.

1
Which three suggestions are good security password policies that a company or individual should follow? (Choose three.)
#Passwords should have an expiration period.
#Password lockout should be enabled.
#A mix of letters, numbers, and other characters should be used.

2
Which two characteristics describe a worm? (Choose two.)
#Is self-replicating.
#Travels to new computers without any intervention or knowledge of the user.

3
Which type of program causes banners and ads to appear on the desktop without any user intervention?
#adware

4
A network administrator is looking for a technology that includes both hardware and software authentication. Which technology could the administrator use?
#Trusted Platform Module (TPM)

5
When setting up a new wireless access point, which basic security measure should be taken?
#Disable SSID broadcast.

6
Which best practice should be included in a password protection policy?
#Implement lockout rules upon consecutive unsuccessful attempts at accessing the system.

7
Which wireless security technology is a good choice when using Cisco equipment in conjunction with operating systems such as Windows and Linux?
#LEAP

8
A bank is upgrading the hard drives in a server. What should be done to the old hard drives to permanently remove any confidential data?
#Destroy the hard drives with a hammer.

9
Which two statements are true about username and password standards? (Choose two.)
#The username naming convention should be kept simple.
#Rules about password expiration and lockout should be defined.

10
A technician has downloaded the latest Windows XP updates from the Microsoft website. What should the technician do before installing the updates?
#Create a restore point.

11
A financial organization is donating computers to a local charity. What is the best method to remove all data from the hard drives in the computers?
#Use data wiping software and delete any hard drive partitions.

12
Which three security storage features are supported by the TPM hardware module? (Choose three.)
#encryption keys
#digital certificates
#passwords

13
A fingerprint reader is an example of which security technology?
#biometric

14
Where is the safest place to store backups?
#locked server room

15
Which type of authentication is evidenced by the use of a small chip on a card that contains user identification data such as bank account numbers and digital signatures?
#smart card

16
Which two items can be downloaded from the Microsoft website to help protect Windows XP? (Choose two.)
#service packs
#security patches

17
Which threat to security uses traffic from zombie computers to overwhelm servers?
#DDoS

18
What is the preferred wireless encryption technique if the wireless clients support it?
#WPA

19
Which is the best procedure to secure a laptop left at the office while the user is away for an extended period of time?
#Place the laptop in a locked security cage designed to store computer equipment.

20
What is the best method for a company to secure data being transmitted across the Internet between remote sites?
#Use computers secured with smartcard authentication.

21
Which type of software is downloaded onto the computer of a user without the knowledge of the user and causes information about various products to be displayed on the user's monitor?
#adware

22
An attacker has managed to decode the encrypted messages of a wireless network. The network uses Windows XP and Cisco equipment. The security protocol that is used is WEP with 64-bit encryption. Which action can be recommended to the technician for securing the network?
#Upgrade to the LEAP wireless security protocol.

23
What must be done to ensure that the anti-virus software on a computer is able to detect and eradicate the most recent viruses?
#Download the latest signature files on a regular basis.

24
Which statement accurately describes the WEP standard?
#WEP is a first generation security standard for wireless communication.

25
What are two examples of malware? (Choose two.)
#spyware
#grayware

26
An employee for a small company inadvertently allows a visitor to see their username and password. At home, the visitor then uses this information to gain access to the company network. This is an example of what type of threat?
#social engineering

27
An attacker claiming to be a bank representative contacts a potential victim via e-mail and requests disclosure of vital account information. Which security attack is being implemented?
#phishing

1
Refer to the exhibit. Which type of network cable is shown?
#fiber-optic

2
Which term describes the process of adding headers to data as it moves through the layers of the OSI model?
#encapsulation

3
When purchasing Cisco components for a network installation, what are three warning signs that the equipment may be counterfeit? (Choose three.)
#The price is much less than expected.
#The equipment appears to be performing at a substandard level.
#The packaging appears to be substandard compared to the packaging of other Cisco purchases.

4
Which protocol is used to automatically configure network devices?
#DHCP

5
Which protocol lacks support for encryption and can be initiated from a computer command prompt?
#Telnet

6
Which broadband technology would be recommended for a business that requires workers to access the Internet while visiting customers at many different locations?
#cellular

7
Which two factors are used to determine the different categories of UTP cabling? (Choose two.)
#The number of twists in the wires inside the cable.
#The number of wires inside the cable.

8
Which network topology will allow all devices to continue to communicate with each other should a network cable fail?
#mesh

9
Which software must be installed and working correctly on a computer to successfully enable a VPN connection to a remote site?
#VPN client

10
A college student is confused. To use online banking, the student types https://www.banking.com, whereas to access the college web page, the student types http://www.college.edu. Why would the two institutions use different protocols?
#The bank encrypts the web page information that is sent and received.

11
What is the purpose of the device that uses the 198.133.219.43 address?
#It is the device that translates domain names to IP addresses.

12
Which Cisco team can be contacted to help when Cisco equipment is suspected to be counterfeit?
#Cisco Brand Protection Team

13
Which digital technology provides an upstream speed that is typically less than the downstream speed?
#ADSL

14
Which utility can be used to determine end-to-end connectivity between source and destination?
#Ping

15
Which Windows XP command displays the route taken by packets crossing an IP network?
#tracert

16
Which procedure is normally performed when connecting a computer to an Ethernet network for the first time?
#Manually assign an IP address.

17
A student brings a laptop to a school that has wireless access. The laptop is not connecting to the school network. What is the first thing that the student should check?
#the available wireless networks within range

18
Which device enables computers to be attached to a network without segmenting the network?
#hub

19
Which topology has only one central point of failure, is easy to troubleshoot, and is most commonly implemented in newer networks?
#star

20
Which layer of the OSI model is primarily concerned with accessing the physical media and physical addressing?
#Data Link

21
Which wireless IEEE standard operates in a radio frequency of 2.4 GHz and supports a maximum bandwidth of 54 Mbps?
#802.11g

22
A company is investigating the use of an ISDN service to act as backup for the ASDL service they use to communicate with branch offices. They discover that the ISDN BRI service uses two 64 kb/s B channels. Which function do the B channels perform?
#carry the data stream

23
What is the maximum range a data signal can travel through a 1000BASE-T network segment?
#328 ft (100 m)

24
A technician is configuring a computer to send print jobs to a network printer. When the technician sends a test print to the printer, the print job fails. The technician tries to ping the network printer, but the technician suddenly remembers a change in Windows that is hampering the troubleshooting process. What change might this be?
#The Windows firewall stops pings.

25
What is one difference between a network domain and a workgroup?
#A domain provides centralized control.

26
Which three protocols are associated with e-mail? (Choose three.)
#IMAP
#POP3
#SMTP

27
A network administrator wants to connect a new building to an existing network using cable that can provide a secure connection and is not susceptible to electrical interference. The new building is approximately 800 meters away from the existing network. Which cable type should the administrator choose?
#fiber optic

28
Which two characteristics describe Ethernet technology? (Choose two.)
#supported by IEEE 802.3 standards
#uses a bus logical topology

29
Which three factors are reasons to choose a client/server model for a network instead of peer-to-peer? (Choose three.)
#The company network requires secure access to confidential information.
#The users need a central database to store inventory and sales information.
#The data gathered by the employees is critical and should be backed up on a regular basis.

30
Which technique is used to ensure that data from one computer does not collide with data from any other computer in a CSMA/CD network?
#Computers listen to the network for clearance to send data.

1
What is an advantage of using a solid-ink printer instead of an inkjet printer?

#It produces vivid color prints.

2
What is typical of a network printer installation?

#the use of Ethernet or wireless

3
Which two modes of operation within the IEEE 1284 standard allow bi-directional communication? (Choose two.)

#ECP
#EPP

4
What is the maximum number of devices that can be connected to a single FireWire interface?

#63

5
What is a common disadvantage of inkjet printers?

#The nozzles can get obstructed.


6
What are two advantages of using impact printers? (Choose two.)

#carbon-copy printing ability
#inexpensive consumables

7
Which software converts scanned pages into text?

#Optical Character Recognition

8
Which two Wi-Fi standards are used to provide a wireless connection between printers and computers? (Choose two.)

#802.11b
#802.11g

9
Which laser printer component is a metal cylinder that is coated with a light-sensitive insulating material?

#drum

10
Instead of the document that was expected, a printer is printing unusual characters. What should be the next steps in solving this printer problem?

#Check the printer data cabling. If the cabling is secure on both ends, replace the print cartridge or ribbon.

11
Which step of the laser printing process is the last step performed by a laser printer when printing a document?

#fusing


12
Which three functions are commonly included in the all-in-one devices? (Choose three.)

#fax
#printer
#scanner

13
What is the best source for a Windows-compatible scanner driver?

#website for scanner manufacturer

14
Which printing technology uses the vibration of a crystal to control the flow of ink onto the paper to produce an image?

#piezoelectric

15
Which unit is commonly used to measure the print quality of an inkjet printer?

#DPI

16
A museum possesses several old paintings that the curators wish to reproduce and sell in the museum gift shop. Which type of scanner can be used to produce the highest-quality reproduction?

#drum

17
Which step of the laser printing process involves scanning the photosensitive drum with a laser?

#writing

18
Which software, embedded in a printer, controls how the printer operates and can be upgraded?

#firmware

19
Which type of printer is commonly used in stores to produce cash register receipts?

#thermal

20
Which two names refer to the IEEE 1394 standard? (Choose two.)

#FireWire
#i.Link

21
Which standard governs the use of parallel printer ports?

#IEEE 1284

22
Which Windows XP command sends a file named example.txt to the default printer?

#print example.txt

23
Which printer technology is used in low-cost, photo-quality printers?

#inkjet

24
Which technology is used by laser printers?

#electrophotographic


25
What laser printer component could cause streaking?
#drum