CompTIA
220-801 · Question #396
220-801 Question #396: Real Exam Question with Answer & Explanation
The correct answer is C: Based on the technician's assessment, give the customer an estimated time of completion.. A technician should provide a customer with an estimated time of completion based on a professional assessment of the repair, setting clear and realistic expectations.
Question
Which of the following would be the BEST response a technician should give a customer who inquires about how long it will take to repair their PC?
Options
- AThe technician should ask the customer when they would like the computer to be completed.
- BInform the customer that others will be helped first, but they will complete the repair as soon as possible.
- CBased on the technician's assessment, give the customer an estimated time of completion.
- DAsk the customer to check in with the technician daily, until all work is completed.
Explanation
A technician should provide a customer with an estimated time of completion based on a professional assessment of the repair, setting clear and realistic expectations.
Common mistakes.
- A. Asking the customer when they want it done shifts the responsibility to the customer rather than providing expert guidance, which is unhelpful.
- B. Telling the customer others come first is dismissive and unprofessional, and does not give the customer the actionable timeline information they requested.
- D. Asking the customer to check in daily is inefficient, places an unnecessary burden on the customer, and is not a professional approach to managing expectations.
Concept tested. Professional customer communication and expectation setting
Reference. https://www.comptia.org/certifications/a
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