Subtitles of the Movie

Now let's take a look at some sample test questions on dealing with people and on the social side of being an A Plus technician. When is it appropriate to raise your voice to a user? When they won't listen to you? When they ask silly questions? Never? Or Only when directed by your boss? Now, in this ah particular instance, ah, if you think about respect and integrity and so forth, the correct answer is Never. You should never raise your voice to a user. If you get a user that will not deal with you and a user that is being belligerent to you or ah, you know just will not let you work ah, because of a bad attitude or something, you simply need to excuse yourself and ah, take that to your supervisor and ah, ask them how they want to deal with that. Probably go through the correct change of command, but ah, you should never be yelling at people. Ah, when should you perform a backup on a user's computer? Before working on it? After working on it? Quarterly? Or Never? The correct answer here, for the purposes of this exam, are going to be Before working on it. Again, I mentioned that out on the other videos. In real life, you don't always back it up before working on it, and ah, that does get you burned sometimes, but for the purposes of this exam, absolutely, always before working on it, back it up. And then, the last one. What is an FRU? And you'll probably see this term on the exam. Ah, a Fast Reading Unit? A Field Ready Unit? A Field Replaceable Unit? Or a Fast Repair Unit. And you just need to know this acronym, and it is a Field Replaceable Unit, and if you remember that's a spare part; that's a, ah, a part that can be replaced easily, like out of the customer's desk, ah, very quickly and ah, without a big hassle and big mess, so, anyway, those are, again, some sample test questions and I want to warn you on this section of the exam, you will see some that feel like, Well, that's a matter of opinion, ah, but generally just look for the ones that tend to display the most respect and integrity, ah, and ah, professionalism to the user, ah, who you are ah providing the service to, and you should be able to get through these questions just fine.