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Field Technician Computing and Peripherals Questions and Answers [SET- 4 ] | pmkvy ftcp exam question paper pdf download


Table of Content (toc)

 

1. You have been assigned to do 40 tasks that you have to complete within 15 days. 25 of them are installation and 15 of them are repair work. How will you plan you work?

    Do both installation and repair together
    Complete the installation task first
    Complete the repair work first
ANSWER= (B) Complete the installation task first

 

2. Which of the following is not appropriate way to interact with the customer?

    Shouting back at the customer if the customer is shouting at you 
    Being patient and courteous with an angry customer
    Talking to the customer politely
ANSWER= (A) Shouting back at the customer if the customer is shouting at you 

 

3. A newly joined field technician accompanies you to a customer’s place. You find he is making mistake during installation of Windows in a system. What would be your reaction?

    Will ignore because it is not your headache
    Shout at him for making the mistake
    Will point out the mistake and guide him 
ANSWER= (C) Will point out the mistake and guide him 

 

4. Passage: Company’s policies to set the field trip: Problems related to “out of warranty products” should be handled at the end of week. Software regarding complaints related to “in warranty products” should be given first preference. Hardware problems related to “in warranty products” should be solved only after the completion of SW products. Problems related to networking devices should be solved after HW and SW related problems of “in warranty” products. Note the products which are purchased after 15th August 2013 are only under one year warranty. (Consider the present date 20th July 2014)

From customer care department you have received the following problems: Mr. Sharma’s modem is not working properly which was purchased on 18/12/2013, Mr. Sunil is facing software problem in the system which was purchased on 19/9/2013, Mr. Gupta had complained that few keys of his keyboard is not working which he had purchased last week, Mr. Verma’s complaint is regarding CD Drive problem which was purchased on 3rd July 2013. Choose the table which shows the correct order for going on field trip.

[As Mr. Verma’s product didn’t have any warranty, It will be the last choice and as per the policies above Software will be the first preference, Hardware will be the 2nd preference & network devices will be the 3rd one]

    . Mr. Sunil -Mr. Gupta - Mr. Verma-Mr. Sharma
     Mr. Gupta- Mr. Verma- Mr. Sharma-Mr. Sunil
    Mr. Sharma-Mr. Sunil - Mr. Gupta-Mr. Verma
ANSWER= (D) Mr. Sunil -Mr. Gupta-Mr. Sharma- Mr. Verma

 

5.  If your supervisor points out your mistakes and gives suggestion on your work then what should you do?

    Will take suggestion but will not repeat because it would take time
    Will only listen to what he says but will not do as he suggested
    Will in turn point out his mistakes so that he understand he can also do mistakes
ANSWER= (A) Will take suggestion but will not repeat because it would take time

 

6. You go to a customer's place for soldering. You find that the soldering machines is not working. Probably the motor of the machine has burnt out. But you need to complete the task today itself. What will you do?

     Will report to the supervisor and wait for the next step.
    Will buy a new soldering machine, complete the task and then report to the supervisor
    I will not do anything and inform the customer that I will not be able to do anything
ANSWER= (A)  Will report to the supervisor and wait for the next step.

 

7. Passage:

1. Charged personnel

2.Charged PCB

3.Combination of a person responsible for Charged PCB

What are the sources of ESD in PCB?

    1 & 3
    1 & 2
    3
ANSWER= (A) 3

 

8. You are working on installation at customers’ place. Customer care reports a customer complaint who is facing problem in booting the system. The customer’s place is quite far from the place you are currently working in. Your installation work will take time. Another colleague of yours is working in the same place

where the customer whose problem has been reported lives. Your colleague will need only 5 minutes to reach this customer’s place. What will you do?

    Will ignore the request and work on his system next day
    Will ask your colleague if he can check the problem 
    Will discontinue the current installation and go to attend the customer’s complaint
ANSWER= (B) Will ask your colleague if he can check the problem 

 

9. WAN One customer asks you to install application software to create an Electronic Interactive presentation which will include audio and text. Which of the following should be installed?

    Project Management SW
    Projection graphics HW
    Computer aided design (CAD SW)
ANSWER= (D) Multimedia Authoring SW 

 

10.Summary

  • Problems related to software are reported to Helpdesk
  • Problems related to tools & equipment are report to Supervisor
  • Problems related to customer complaint are reported to customer support

While carrying out installation process, you face a lot of problems due to faculty tools provided by the company. To whom will your report?

    Supervisor 
     Colleague
     Customer support
ANSWER= (A) Supervisor 

 

11. What will you do if there is buildup of magnetic field due to placement of speakers near the monitor?

    Click on monitor’s menu option and then click on moire to remove the magnetic field
     Click on monitor’s menu option and to remove the magnetic field click on demagnetise
    Click on monitor’s menu option and to remove the magnetic field click on degauss *
ANSWER= (C) Click on monitor’s menu option and to remove the magnetic field click on degauss

 

12. While doing repair of monitor at a customer’s place you find that they have covered the back side of CPU with a plastic sheet. Based on company policy the CPU back side should not be covered with anything.

What will you do in such a situation?

    I will inform the customer that the CPU should not be covered with anything and they should remove the plastic sheet 
     I will inform about this to my colleague but not to the customer
     I will not inform the customer as it is his choice to keep the CPU covered
ANSWER= (A) I will inform the customer that the CPU should not be covered with anything and they should remove the plastic sheet 

 

13.Teclmical knowledge is very important for the individual on the job to know and understand customer problem.TRUE/FALSE

    True
    False
    Partially TRUE
ANSWER= (A) True

 

14. You are into the Hardware Market and fmd some cheap and rust stuff. Your reaction will be: 

    Buy them
    recommend it to clients
    Ignore it
ANSWER= (C) Ignore it

 

15. You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying tn explain. How much time do you spend explaining it to him?

    I'd work with him fur as long as it takes.
    10 minutes or so; I'd go through it once as quickly as possible and then hang up
    About half an hour; I'd mako sure he understands at least the basics.
ANSWER= (A) I'd work with him fur as long as it takes.

 

16.In the case of replacement of the module you love to informe the customer with the reason ,TRUE/FALSE

    True
    False
    Partially TRUE
ANSWER= (A) True

 

17. When replacing the mouse U’lmt is the most impoUn:nt feature to look for ----------—----

     Connector
    Keyboard  port
     None of above

ANSWER= (D) USB Port

 

18. What are the contractual is mcs necessary to inform the customer?

    Warranty
    Cost of service
    Module replacement
ANSWER= (D) All of them

 

19. The general problem sources for a Desktop are:

    +12 Volts
    High Temperature
    Magnetic Field
ANSWER= (D) All of the above

 

20. How' many pins are on a serial port Connector?

    Power-supply voltage



ANSWER= (D) 9

 

21. Where is hard Disk information stored____________

    RAM
    CD
    Floppy
ANSWER= (D) None of above

 

22. Wliich features and application are not available in WIndows 7 professional edition?

    BitLocker
    Windosvs Aero
    Ready Boost
ANSWER= (A) BitLocker

 

23. Operating systems use which of the physical drives?

    Primary
    Extended
    RAID Drives
ANSWER= (D) All of the above.

 

24. How many hard disks can you connect using one serial ATA controller?





ANSWER= (A) 1

 

25. The completed Work is hand over to which person in the company?

    Head of the company
    Accountant
    Supervisor
ANSWER= (D) Both A and C

 

26. During installation of Modem, you found that you are unable In configure it. You will:

    Feels sorry and say I don’t know' installation of Modem
    Contact your office and ask for some help
    Ask him to replace Modem
ANSWER= (B) Contact your office and ask for some help

 

27. What is the benefit of colleagues working well together?

    Information flows more freely.
    Boss will give party on every Sunday.
    Customers no need to visit the company further.
ANSWER= (A) Information flows more freely.

 

28. Indivisual must be able in interact with colleagues from different functions and understand the nature of their work.TRUE / FALSE

    False
    Ture
    Partially TRUE
ANSWER= (C) Partially TRUE

 

29. At the time of completing documents individual must be able to:

    provide note to customers about the problem
    Actions taken
    The cost essociaied end retain a copy
ANSWER= (D) All of them

 

30. A customer has come into your office and submitted an applicntion. When you give her some more forms to complete, she complains about all the bureoucrntic red tape that is slowing down approval of her application. In which of the fo1lowing should you respond to the customer?

    Simply be patient with her.
    Tell her the reasons why your office needs the information.
    Suggest that she can contact her state legislators if she wants to change the law

ANSWER= (D) Say that you cannot process her application  until all the forms have  been completed




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