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Page 173
Domain 8.0: Professionalism and Communication
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Quick Check
3. A customer asks you to perform work outside the scope of the
contract the organization has with your company. What should
you do?
Quick Answer: 183
Detailed Answer: 211
❍ A. Call your supervisor, describe the requested additional
work, and proceed as directed.
❍ B. Offer to do the work after hours because this is such
an important customer.
❍ C. Refuse the work because it is not part of the scope of
work you have been given.
❍ D. Inform the customer that the additional work will cost
extra and perform the requested work.
4. While troubleshooting a customer’s computer, you discover that it
is infected with a virus, and after several unsuccessful attempts to
remove the virus, you decide that you need to reformat the drive
and start over. What is the best way to tell the customer that you
must reinstall the operating system?
❍ A. Tell the customer you must kill and then reinstall the
system.
❍ B. Tell the customer that you cannot remove the viruses
and must reinstall the operating system and that some
data might be lost.
❍ C. Tell the customer that you must reinstall the operating
system and this would be a good time to upgrade the
system.
❍ D. Tell the customer that she needs to take better
precautions with the systems because this problem
requires that the operating system be replaced and
data may be lost.
Quick Answer: 183
Detailed Answer: 211