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

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 pmkvy ftcp exam question paper pdf download

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?

A) Do both installation and repair together
B) Complete the installation task first
C) 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?

A) Shouting back at the customer if the customer is shouting at you 
B) Being patient and courteous with an angry customer
C) Talking to the customer politely
D) Maintaining appropriate distance from the customer during conversation

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?

A) Will ignore because it is not your headache
B) Shout at him for making the mistake
C) Will point out the mistake and guide him 
D) Will complain to your supervisor that he is not able to do the task properly

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]

A) . Mr. Sunil -Mr. Gupta - Mr. Verma-Mr. Sharma
B)  Mr. Gupta- Mr. Verma- Mr. Sharma-Mr. Sunil
C) Mr. Sharma-Mr. Sunil - Mr. Gupta-Mr. Verma
D) Mr. Sunil -Mr. Gupta-Mr. Sharma- 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?

A) Will take suggestion but will not repeat because it would take time
B) Will only listen to what he says but will not do as he suggested
C) Will in turn point out his mistakes so that he understand he can also do mistakes
D) Will make a note of the mistakes and the suggestion so that I do not make the same mistakes and if the work is not of expected standard will redo it 

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?

A)  Will report to the supervisor and wait for the next step.
B) Will buy a new soldering machine, complete the task and then report to the supervisor
C) 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?

A) 1 & 3
B) 1 & 2
C) 3
D) 2

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?

A) Will ignore the request and work on his system next day
B) Will ask your colleague if he can check the problem 
C) 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?

A) Project Management SW
B) Projection graphics HW
C) Computer aided design (CAD SW)
D) Multimedia Authoring 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?

A) Supervisor 
B)  Colleague
C)  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?

A) Click on monitor’s menu option and then click on moire to remove the magnetic field
B)  Click on monitor’s menu option and to remove the magnetic field click on demagnetise
C) Click on monitor’s menu option and to remove the magnetic field click on degauss *
D) Click on monitor’s menu option and to remove the magnetic field click on OSD control

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?

A) I will inform the customer that the CPU should not be covered with anything and they should remove the plastic sheet 
B)  I will inform about this to my colleague but not to the customer
C)  I will not inform the customer as it is his choice to keep the CPU covered
D)  I will shout at the customer that he does not know how to keep the CPU and tell him that he should read the manual properly

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

A) True
B) False
C) Partially TRUE
D) Partially FALSE

ANSWER= (A) True

 

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

A) Buy them
B) recommend it to clients
C) Ignore it
D) All of them

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?

A) I'd work with him fur as long as it takes.
B) 10 minutes or so; I'd go through it once as quickly as possible and then hang up
C) About half an hour; I'd mako sure he understands at least the basics.
D) None at all; I'd get frustrated the first time he says “I don't understand” 

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

A) True
B) False
C) Partially TRUE
D)  Partially FALSE

ANSWER= (A) True

 

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

A)  Connector
B) Keyboard  port
C)  None of above
D) USB Port

ANSWER= (D) USB Port

 

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

A) Warranty
B) Cost of service
C) Module replacement
D) All of them

ANSWER= (D) All of them

 

19. The general problem sources for a Desktop are:

A) +12 Volts
B) High Temperature
C) Magnetic Field
D) All of the above

ANSWER= (D) All of the above

 

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

A) Power-supply voltage
B) 10
C) 14
D) 9

ANSWER= (D) 9

 

21. Where is hard Disk information stored____________

A) RAM
B) CD
C) Floppy
D) None of above

ANSWER= (D) None of above

 

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

A) BitLocker
B) Windosvs Aero
C) Ready Boost
D) Encrypting File System (EFS)

ANSWER= (A) BitLocker

 

23. Operating systems use which of the physical drives?

A) Primary
B) Extended
C) RAID Drives
D) All of the above.

ANSWER= (D) All of the above.

 

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

A) 1
B) 2
C) 3
D) 4

ANSWER= (A) 1

 

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

A) Head of the company
B) Accountant
C) Supervisor
D) Both A and C

ANSWER= (D) Both A and C

 

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

A) Feels sorry and say I don’t know' installation of Modem
B) Contact your office and ask for some help
C) Ask him to replace Modem
D) Say that you don't know anything about the Modem

ANSWER= (B) Contact your office and ask for some help

 

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

A) Information flows more freely.
B) Boss will give party on every Sunday.
C) Customers no need to visit the company further.
D) None of them.

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

A) False
B) Ture
C) Partially TRUE
D) Partially FALSE

ANSWER= (C) Partially TRUE

 

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

A) provide note to customers about the problem
B) Actions taken
C) The cost essociaied end retain a copy
D) All of them

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?

A) Simply be patient with her.
B) Tell her the reasons why your office needs the information.
C) Suggest that she can contact her state legislators if she wants to change the law
D) Say that you cannot process her application  until all the forms have  been completed

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

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