1. A customer calls to report a problem with a computer. What is the first step the technician should use to resolve the computer problem?
Direct the customer to various vendor Web sites.
Complete a work order documenting the cause of the problem.
Identify the problem.
//Gather information from the customer.

2. 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.)
Personalize the call by periodically asking questions unrelated to the computer problem.
//Allow the customer to speak without interruption.
Use technical terms to determine the level of knowledge the customer possesses.
Ask only closed-ended questions.
//Refer to the customer by name whenever possible.

3. 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.)
use jargon, abbreviations, and acronyms relating to computer repair
//possess good listening skills
be willing to work long hours
//display professional behavior at all times
be willing to talk strongly to difficult customers

4. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Talk over the customer and quickly gather the necessary information to help them.
//Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information.
Politely step in and gain control of the call by asking the customer social questions.

5. Which three items are commonly part of an SLA? (Choose three.)
//supported software
//diagnostic procedures
listing of tested parts
//service location
unsupported equipment
listing of all exceptions

6. Which issue is an example of an exception to an SLA that should be escalated to a manager?
A new customer just read an annual contract that has been active for three months and is unhappy about the level of service outlined in the contract.
//A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.

7. While a technician is listening to a lengthy explanation of a problem, the technician determines the solution to the problem. How should the technician proceed?
Interrupt the customer immediately by beginning to explain the solution.
Put the customer on hold. After the conversation is interrupted, return and explain the solution.
//Wait patiently until the customer is finished speaking, and then explain the possible solution.
Interrupt the customer by asking a question and then suggest the solution.

8. When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.)
Place the customer on hold to allow the customer time to become calmer.
//Allow the customer to explain the problem, possibly dispelling some of the anger.
Discuss possible causes of the problem.
//Sympathize with the customer's problem.
Try to minimize the significance of the problem.

9. What are three guidelines for beginning a call with a customer? (Choose three.)
Interrupt customers as soon as the problem can be determined.
//Determine the level of knowledge that the customer possesses regarding computers.
Place angry customers on hold immediately.
Immediately transfer angry customers to a manager.
//Use brief communication to establish a one-to-one connection with the customer.
//Call the customer by name.

10. What is the recommended way to place a customer on hold?
Abruptly place the customer on hold to avoid interrupting what the customer is saying.
Immediately place the customer on hold when the customer is finished speaking.
//Ask and wait for permission before placing the customer on hold.
Hand the telephone to a co-worker or manager while the customer is speaking to avoid interruption.

11. Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)
//Be positive.
Explain what you will be unable to accomplish.
//Look for alternative ways to help the customer.
Interrupt customers to explain solutions and save time.
Refer customers to the Internet when the solution is obvious.

12. Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
//your name
//ticket number
elapsed time for the call
//customer name
department name
part numbers

13. 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.
Attempt to minimize the problem.
Debate with the customer in an attempt to defend the company.
Schedule a meeting with the customer, another technician, and the manager.

14. Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)
//Politely interrupt to refocus the customer.
Encourage conversation to gain the customer's trust.
//Gather as much information as possible while the customer is talking.
Ask open-ended questions.
//Allow the customer to talk for one minute and then try to concentrate on the real problem.
Transfer the customer to a manager.

15. Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
//Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level 2 technician.
//Speak in plain terms.

16. Which two guidelines demonstrate proper netiquette? (Choose two.)
Send chain letters via e-mail to minimize time needed to spread information.
//Begin each e-mail with an appropriate greeting.
Use all capital letters to make reading easier.
E-mail information that would be difficult to say in person.
//Avoid replying to "flames".

17. Which three tasks are commonly carried out by a level-one technician? (Choose three.)
//document all information on the work order
update the operating system
upgrade the BIOS
//prioritize the problem
install remote diagnostic software
//gather information from the customer

18. Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
//Go for a quick walk.
//Listen to soothing sounds.
//Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.

Gelar

* Seri A (18) 1909/10, 1919/20, 1929/30, 1937/38, 1939/40, 1952/53, 1953/54, 1962/63, 1964/65 1965/66, 1970/71, 1979/80, 1988/89, 2005/06(1), 2006/07, 2007/08, 2008-09, 2009-10

(1) FIGC menyatakan Internazionale sebagai Juara Seri A setelah Juventus terbukti terlibat dalam Calciopoli.

* Piala/Liga Champions (3) 1963-64 1964-65 2009-10
* Piala Italia (6) 1938/39, 1977/78, 1981/82, 2004/05, 2005/06, 2009/10
* Piala UEFA (3) 1990/91 1993/94 1997/98
* Piala Interkontinental (2) 1964 1965
* Piala Super Italia (5) 1989 2005 2006 2008 2010
* TIM Trophy (6) 2002 2003 2004 2005 2007 2010
* Copa Presidente De La Republica (1) 1982
* Copa Santiago Bernabeu (2) 1993 2001
* Copa Franz Beckenbauer (1) 2008
* Coppa Dell'Amicizia Italo-Francese (1) 1959
* Coppa Sky (Pisa)(1) 2004
* Coppa Sky (1) 2009
* Coppa Sud Tirol (2) 2003 2005
* Memorial Giorgio Ghezzi (1) 1992
* Memorial Luigi Campedelli (1) 1993
* Mohamed V Trophy (1) 1962
* Ahmed Dahlan Trophy (5) 1939 1940 1941 1942 1943
* Pirelli Cup (11) 1996 1997 2000 2001 2002 2003 2006 2007 2008 2009 2010
* Torneo Natale Milano (1) 1934
* Torneo Milano (1) 1993
* Trofeo Valle D'Aosta (1) 1998
* Trofeo Birra Moretti (3) 2001 2002 2007
* Trofeo Ciudad De Vigo (1) 1996
* Trofeo Ciudad de Palma (1) 2006
* Trofeo Vincenzo Spagnolo (1) 1998
* Triangolare Bolzano (1) 2005

[sunting] Final

* Piala/Liga Champions 3 1966/67, 1971/72
* Piala UEFA 1 1996/97
* Piala Eropa Tengah (Central Europe Cup) atau (Piala Mitropa) 1 1933

(Dahulu Piala Mitropa mempunyai kedudukan yang sama dengan Piala/Liga Champions pada masa sekarang)

* Piala Italia 5 1958/59 1964/65 1976/77 1999/00 2006/07

A fingerprint reader is an example of which security technology?
authorization
*biometric
keylogging
secureware
smartcard


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

Which type of program causes banners and ads to appear on the desktop without any user intervention?
*adware
spyware
stealth virus
trojan horse

What are two examples of malware? (Choose two.)
registry cleaner
pop-up blocker
*spyware
e-mail
*grayware
Which two characteristics describe a worm? (Choose two.)
Executes when software is run on a computer.
*Is self-replicating.
Hides in a dormant state until needed by an attacker.
Infects computers by attaching to software code.
*Travels to new computers without any intervention or knowledge of the user.

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?
man-in-the-middle
phishing
physical
*social engineering
spoofing

Which is the best way to secure a laptop left at the office while the user is away for an extended period of time?
Cover the laptop with files and leave it on your desk.
Put the laptop in a desk drawer in your locked office.
*Place the laptop in a locked security cage designed to store computer equipment.
Hide the laptop in your supervisor's office.
Where is the safest place to store backups?
portable lock box
locked telecommunications room
locked server room
*offsite secure facility

What is the best method for a company to secure data being transmitted across the Internet between remote sites?
Use plain text in an e-mail.
Use a shared server with an encrypted password on the file.
Use computers secured with smartcard authentication.
*Use a VPN connection.

Which threat to security uses traffic from zombie computers to overwhelm servers?
DoS
*DDoS
phishing
spoofing
SYN flood

Which two statements are true regarding username and password standards? (Choose two.)
*Keep the username naming convention simple.
Usernames should expire periodically.
Keep the passwords simple and easy to remember.
*Rules about password expiration and lockout should be defined.
Users should create their own username and password.
When setting up a new wireless access point, which basic security measure should be taken?
*Disable SSID broadcast.
Enable SSID broadcast.
Broadcast the default SSID.
Broadcast a unique SSID.


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.
Schedule a scan once a week.
Schedule anti-virus updates using Windows Task Manager.
Follow the firewall configuration guidelines on the anti-virus manufacturer website.

Which two items can be downloaded from the Microsoft website to help protect Windows XP? (Choose two.)
ROM upgrades
*service packs
*security patches
BIOS upgrades
DirectX updates
What is the difference between WEP64 and WEP128?
WEP64 can handle 64 simultaneous connections, and WEP128 can handle 128 simultaneous connections.
WEP64 operates on a 64-bit processor, but WEP128 requires a dual core 128-bit processor.
WEP64 uses 64-byte packets, and WEP128 uses 128-byte packets.
*WEP64 uses a 64-bit encryption key, and WEP128 uses a 128-bit key.
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?
Delete the files containing the confidential data.
Reformat the hard drives.
Expose the hard drives to ultraviolet light.
*Destroy the hard drives with a hammer.

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.
Manually update the Last Known Good Configuration.
Reinstall the anti-virus software.
Change the firewall rules to enable the installer to access port 8900 of the Microsoft server.

Which best practice should be included in a password protection policy?
Encourage users to document passwords in a personal file.
Enforce password protection at the BIOS level.
*Implement lockout rules upon consecutive unsuccessful attempts at accessing the system.

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?
adware
*phishing
spyware
trojan Restrict passwords to text-based strings.
Which technology is used for authenticating users?
Event Viewer
secure DNS
*smart card
UNC

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

Ipconfig
Nbstat
Netstat
//Ping

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?

Category 5 STP
Category 6 UTP
coaxial
//fiber optic

Which three factors are reasons to choose a client/server model for a network instead of peer-to-peer? (Choose three.)

The network is small with less than eight users.
/The company network requires secure access to confidential information.
/The users need a central database to store inventory and sales information.
Each user understands how to safely share files across a network.
/The data gathered by the employees is critical and should be backed up on a regular basis.
All employees passed a strict background check as part of the corporate hiring practices.

The network administrator for a marketing company is concerned about the performance of the network. A company technician discovers a high volume of network traffic between computers and the departmental media server. Which device could be used to divide the network and improve performance?

hub
repeater
/switch
wireless access point


Which protocol is used to automatically configure network devices?

/DHCP
IPCONFIG
DNS
FTP



Which two factors are used to determine the different categories of UTP cabling? (Choose two.)

The distance a signal can travel through the cable.
/The number of twists in the wires inside the cable.
/The number of wires inside the cable.
The type of shielding used inside the cable.
The type of connectors required to terminate the cable.

Which two characteristics describe Ethernet technology? (Choose two.)

/supported by IEEE 802.3 standards
supported by IEEE 802.5 standards
typically uses an average of 16 Mb/s for data transfer rates
/uses a bus logical topology
uses a ring topology



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

802.11a
802.11b
/802.11g
802.11z

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

Application
/Data Link
Network
Physical
Presentation

A company has a remote branch office that has no access to any high-speed WAN or broadband services. The network administrator is considering Power Line Communication (PLC) to connect the branch office to the main office. What are two advantages of PLC? (Choose two.)

It is less expensive than using an analog PSTN modem.
It can provide dedicated connections with speeds that exceed most LAN technologies.
/It can provide bandwidth in excess of the bandwidth that is provided by analog PSTN modems.
It provides a more secure network connection through the use of encryption technologies.
/It can carry both voice and data signals across power lines.

What is the maximum range a data signal can travel through a 1000BASE-T network segment?

3280 ft (1000 m)
1640 ft (500 m)
984 ft (300 m)
607 ft (185 m)
/328 ft (100 m)

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

bus
mesh
ring
/star

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

demultiplexing
/encapsulation
encoding
encryption
segmentation

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 receive a token that allows them to send a message. They then pass the token to the next computer.
/Computers listen to the network for clearance to send data.
Each computer that is connected to the network transmits data on a different frequency.
Each time slot on the network is allocated to a different computer. A computer can only transmit in the allocated time slots.

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

bridge
/hub
router
switch

Refer to the exhibit. Which type of network cable is shown?

10BASE5
10BASE-T
Category 5 UTP
Category 6 STP
/fiber-optic

Which type of media is appropriate to use for LAN connectivity in an electrically noisy industrial environment?

coaxial
/fiber-optic
RF
UTP

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

bus
extended star
/mesh
ring
star

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

iproute
netview
nslookup
ping
/tracert

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?

perform basic addressing
pass control information
/carry the data stream
broadcast timing data

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

/ADSL
HDSL
IDSL
SDSL