单项选择题
A. “Can you avoid using the PC that crashed?”
B. “What was the last thing that occurred before the PC had problems?”
C. “What were you doing before the PC went down?”
D. “What was the last thing you did before the PC crashed?”
单项选择题 A customer reports the optical drive is no longer responding. Which of the following questionsshould be asked FIRST?（）
单项选择题 A person calls in asking for the name of the vendor that the technician uses for the organizations firewall hardware. Which of the following is the BEST action for the technician to take?（）
单项选择题 If a technician is getting frustrated during a support call, which of the following could the technician employ to avoid irritating the customer?（）