220-801 · Question #366
A first time PC owner drops off their brand new PC for service, reporting that it is slow and the memory should be 12GB according to the box but only reports 4GB. The RAM voltage was set improperly…
The correct answer is D. "The PC's memory, or RAM, needed to have the correct settings applied to be utilized correctly. This question tests professional communication skills when speaking with non-technical customers. Option A is vague and slightly accusatory. Option B is dismissive and unhelpful. Option C uses technical jargon (DDR3-1600, 1.5v, single channel) that a first-time PC owner would…
Question
A first time PC owner drops off their brand new PC for service, reporting that it is slow and the memory should be 12GB according to the box but only reports 4GB. The RAM voltage was set improperly; one chip needed to be reseated and the BIOS had to be set to use the triple channel architecture. When picking up the PC the customer asks what was wrong. Which of the following would be the MOST appropriate response for this customer?
Options
- A"Your PC's memory was installed incorrectly.
- B"It was very complicated and technical in nature.
- C"You had the DDR3-1600 set up wrong; you set it for 1.5v and single channel."
- D"The PC's memory, or RAM, needed to have the correct settings applied to be utilized correctly.
How the community answered
(24 responses)- A8% (2)
- B4% (1)
- D88% (21)
Explanation
This question tests professional communication skills when speaking with non-technical customers. Option A is vague and slightly accusatory. Option B is dismissive and unhelpful. Option C uses technical jargon (DDR3-1600, 1.5v, single channel) that a first-time PC owner would not understand. Option D explains the issue clearly in plain language - identifying what was wrong (the memory/RAM) and what was done to fix it (correct settings applied) - without blaming the customer or overwhelming them with technical details. Good technicians tailor their explanations to the customer's level of understanding.
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