单选题When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）A Answer the call and talk to your friend at the customer site.B Answer the call and tell the friend you will call them

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单选题

When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）

Answer the call and talk to your friend at the customer site.

Answer the call and tell the friend you will call them later.

Let it go to voicemail， call them back between service calls.

Let it ring and call the friend back when the customer leaves.

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单选题How should a service representative provide closure at the end of a call for a client？（）A Explain the issues of the call， the steps taken to resolve them and query the client if they have any additional needs.B Explain the solution to the issue and then provide the client with the technicians contact information in case they have any questions.C Give the client a technical explanation on the issue and how it was fixed； throw any faulty equipment in the clients garbage.D Proceed to the next service call， check back with the client in a week to see if they have any additional needs.

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单选题You are troubleshooting a problem with a Cisco 7920 wireless IP phone on a standalone WLAN.The phone rings but， when you answer， the call is dropped. What may cause this problem？（）A The minimum data rate is not set to 11 Mbps.B An address resolution protocol is enabled.C Publicly Secure Packet forwarding is enabled.D The access point is set to the least congested channel.

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单选题When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）A Answer the call and talk to your friend at the customer site.B Answer the call and tell the friend you will call them later.C Let it go to voicemail， call them back between service calls.D Let it ring and call the friend back when the customer leaves.

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单选题A customer calls in, talking constantly without allowing time for the technician to answer or ask questions. The technician decides to place the customer on hold to work on another issue and misses what the customer’s problem was. When the customer is finished explaining the issue, the technician asks the customer to summarize the problem again, which angers the customer. How could the technician have better handled the situation to avoid such a confrontation?（）A The technician should have asked the customer to slow down and allow for a response to a few of the matters brought up in discussion.B The technician should have allowed the customer to finish completely, and then return to the customer’s first point to build a structured discussion.C The technician should have transferred the call to a supervisor, as the supervisor is better trained to handle such customers.D The technician should have only asked closed-ended questions so the customer could not elaborate on the issues and the technician could troubleshoot the issue.

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单选题A technician is dispatched to a location. While working, the technician’s cell phone rings. Which of the following actions should the technician take?（）A Answer the call to determine its importance.B Ignore the call and return the call from a land line.C Answer the call and leave the location in order to talk.D Silence the phone and allow the call to go to voice mail.

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单选题You are troubleshooting a problem with a Cisco 7920 wireless IP phone on a standalone WLAN.The phone rings but， when you answer， the call is dropped. What may have caused this problem？（）A Publicly Secure Packet forwarding is enabled.B The minimum data rate is not set to 11 Mbps.C An address resolution protocol is enabled.D The access point is set to the least congested channel.

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单选题Which statement describes the call behavior of the Cisco Unified Wireless IP Phone 7921G when it roams from 802.11b to 802.11a?（）A The phone does a directed call hangup on 802.11b，then does an auto-redial on 802.11a，creating a new call.B The phone does a directed call hangup on 802.11b， then the user does a redial on 802.11a，creating a new call.C The phone does a disassociation on 802.11b and an association on 802.11a，and call remains up if the subnet has not changed.D The phone does not roam from 802.11b to 802.11a when on an active call.E The phone must switch network profiles to roam from 802.11b to 802.11a.

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PD0-001

单选题When onsite repairing a printer the technicians cell phone rings and it is a personal call， how should the technician handle this？（）A Answer the call and talk to your friend at the customer site.B Answer the call and tell the friend you will call them

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