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Flashcards in Chapter 1 Deck (20):
1

Which of the following is the correct fire extinguisher class for an electrical fire?

A. A
B. B
C. C
D. D

C. C

2

Which statement is a true general comparison of the effects of EMI versus ESD?

A. ESD can damage hardware; EMI harms data.
B. EMI can harm hardware; ESD harms data.
C. ESD and EMI are identical.
D. EMI can cause injury or death; ESD is less harmful to people.

A. ESD can damage hardware; EMI harms data. This general comparison is true concerning the effects of EMI versus ESD.

3

I plan to replace the power supply in a computer. What is the most important safety measure I should take to protect myself?

A. Wear an antistatic wristband.
B. Do not ground yourself.
C. Bend your knees when you lift it.
D. Buy a name-brand power supply.

A. Wear an antistatic wristband.

4

My CRT display is only a few years old and was quite expensive. It is now malfunctioning, and none of the external buttons on the monitor help, nor can I fix it using the Properties settings in Windows. What should I do?

A. Open the CRT case and look for a loose connection.
B. Take it to a qualified repair center.
C. Immediately discard it.
D. Recycle it.

B. Take it to a qualified repair center.

5

What can I use to protect my PC from power sags?

A. Surge protector
B. Power Supply
C. UPS
D. APS

C. A UPS will protect a PC from power sags because it provides conditioned power, free from the surges, spikes, and sags coming from the power company.

6

What should you do before moving any computer equipment?

A. Power down and disconnect the power cord.
B. Wear work gloves.
C. Put on a face mask.
D. Remove the power supply.

A. Power down and disconnect the power cord.

7

What is the ideal environment for ESD to occur?

A. Hot and humid.
B. Cold and humid.
C. Hot and dry.
D. Cold and dry.

D. Cold and dry. This should be avoided because ESD can damage equipment.

8

You are getting ready to install a new component, a memory stick that came in its own antistatic bag. What is the correct way to handle this component and the bag?

A. Remove the component from the bag and place it on top of the bag until ready to install.
B. Remove the component from the bag and immediately discard the bag.
C. Leave the component in the bag until you are ready to install it.
D. Remove the component from the bag and turn the bag inside out before placing the component on the bag.

C. Leave the component in the bag until you are ready to install it.

9

My CRT display is jittery; should I replace the display?

A. Yes, this is a fatal defect.
B. No, look for a source of EMI and increase the distance between that source and the display.
C. Yes, and buy a display that resists ESD.
D. No, look for a source of ESD and move it away from the display.

B. No, look for a source of EMI and increase the distance between that source and the display.

10

When a computer system is no longer functioning and is not repairable, how should you dispose of it?

A. Put it in the trash
B. Donate it to charity.
C. Send it to a recycling center.
D. Send it to a landfill.

C. Send it to a recycling center.

11

We do not know the proper handling of an old solvent previously used in our company, and now we need to to discard it. How can I find out more about it?

A. Contact the manufacturer for an MSDS.
B. Send it to a recycling center.
C. Transfer it to a glass jar for safe storage.
D. Call 911.

A. Contact the manufacturer for an MSDS.

12

What should we do with the large number of used batteries we accumulate in our office?

A. Dispose of them in the trash.
B. Find a recycling center that will accept them.
C. Send them back to the manufacturers.
D. Let them accumulate and dispose of them about once a year.

B. Find a recycling center that will accept them.

13

Which of the following is a complete "online" power protection device?

A. Power strip.
B. Surge protector.
C. Inverter.
D. UPS.

D. UPS.

14

When you are explaining something technical to a customer, which of the following is the best technique to use to confirm the customer understands your explanation?

A. As you explain, intersperse with questions such as, "Does that make sense?"
B. After the explanation, give the customer a quiz.
C. Give the customer a printed explanation to read as you speak.
D. Maintain eye contact.

A. As you explain, intersperse with questions such as, "Does that make sense?"

15

When someone has explain something to you, how can you make sure you heard and understood what she said?

A. Focus.
B. Repeat it back in your own words.
C. Imagine how you sound and appear to the other person.
D. Nod your head frequently.

B. Repeat it back in your own words.

16

Which of the following is a technique you would use to show repsect to a customer? Select all that apply.

A. Be as clear as possible and correct any misunderstandings.
B. Show the customer your company's security policy.
C. Avoid disregarding what someone else tells you.
D. Treat others the way you would like to be treated.

A, C, and D.

17

When a customer is explaining a problem, what is the single most important thing you must do?

A. Nod your head to show understanding.
B. Empathize.
C. Allow the customer to explain the problem without interruption.
D. Show respect.

C.

18

What behavior shows a positive and professional attitude? Select all that apply.

A. Avoiding confrontation
B. Avoiding judgmental behavior
C. Showing respect
D. Minimizing another's concerns.

A, B, and C

19

Which of the following is the legal term that describes malicious, false, and defamatory statements made in a printed words or pictures?

A. Libel
B. Slander.
C. Censorship
D. Prohibited content

A. Libel

20

You believe you have witnessed prohibited behavior, and you have clearly identified it by referring to company policies. What should you do next?

A. Do not minimzie problems.
B. Report the incident through proper channels.
C. Avoid being judgemental.
D. Be on time.

B. Report the incident through proper channels.