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19. During a service visit, a customer is taking a longtime toexplain theproblemthey are having with their
computer. Which of the following actions should the techniciantake?
A. Interrupt the customer, and ask themto only include pertinent information.
B. Continue listening to the customer, asking pertinent questions as necessary.
C. Advise the customer that their service visit will have to be rescheduled.
D. Tell the customer that the technicianhas all the information necessary to fix the problem.
Answer: B
20.Which of the following printer technologies utilizes a drum to create an image?
A. Inkjet
B. Laser
C. Impact
D. Thermal
Answer: B
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