CompTIA A+ Remote Technician Quiz #49

[ramesh]

You are on the phone with a client that just purchased two 1GB DDR memory modules to replace the 512MB modules he currently has installed. He tells you that he tried to install the memory, but after exerting force the memory module broke. What should you do in this situation? Choose the best option(s) from those listed below.

a) Inform the client that he should be paying someone to work on his computer.
b) Walk the client through the proper installation steps.
c) Tell the client that at least the motherboard was not damaged.
d) Give a hearty laugh, and let him know these things happen.

[Utech22]

b) Walk the client through the proper installation steps.

If it's only one module that was broken, guide him through the step of installation

[ramesh]

Letting the client know the proper steps to take when installing the memory will ensure no future damage occurs. You should never downplay a client's problem, no matter how trivial it may seem to you, because it may feel like the end of the world to them. Being respectful to the client will ensure a positive attitude in this type of situation. You should never insult or belittle a person's intelligence because this will lead to a negative working relationship.

Correct Option(s):

b) Walk the client through the proper installation steps.

Incorrect Option(s):

a) Inform the client that he should be paying someone to work on his computer. - This action should be avoided because it is a direct insult to the client. You should never insult a client.
c) Tell the client that at least the motherboard was not damaged. - This action should be avoided because you are downplaying the client's problem. You should treat the client's problem with respect and urgency and ensure you provide them with a helpful resolution.
d) Give a hearty laugh, and let him know these things happen. - This action should be avoided, because a joke does not always ease a stressed out person. The problem may not seem that severe to you, but it will be severe to the client. You should never downplay a client's problem in a joking manner.