Test Bank for
Complete A+ Guide to IT Hardware and Software CompTIA A+ Exams 220-1201 & 220-1202,
10th edition Cheryl A. Schmidt Christopher Lee
202-1202 TEST BANK 1
Question ID: A+-220-1202-KF-1-01-001
Question: Which actions best demonstrate active listening when helping a frustrated user?
a. Asking clarifying questions after the user finishes speaking.
b. Avoiding eye contact to focus on documentation.
c. Interrupting to offer a quick solution.
d. Multitasking by checking phone notifications during the conversation.
Correct Answer: a. Asking clarifying questions after the user finishes speaking.
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Technician Qualities
Explanation: Active listening includes asking clarifying questions to better understand a
customer’s issue and shows the user that they are being heard.
Question ID: A+-220-1202-KF-1-01-002
Question: A technician is preparing to install an adapter card. Which of the following safety
precautions should be performed first?
a. Power on the PC to test the display.
b. Connect all internal power cables.
c. Disconnect the computer from its power source.
d. Remove the device driver.
Correct Answer: c. Disconnect the computer from its power source
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.4 Given a scenario, use common safety procedures
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Safety Notes
Explanation: Disconnecting the computer from the power source is a fundamental safety step
before any hardware installation or maintenance.
,Question ID: A+-220-1202-KF-1-01-003
Question: What is one way a technician can display a positive attitude when interacting with a
user?
a. Assume all users have the same level of technical knowledge.
b. Treat every issue, no matter how small, as important.
c. Offer a resolution to the problem as quickly as possible.
d. Engage in conversation and smile often to put the user at ease.
Correct Answer: b. Treat every issue, no matter how small, as important.
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Technician Qualities
Explanation: Demonstrating a positive attitude means treating every user concern seriously and
respectfully, regardless of the issue’s perceived importance.
Question ID: A+-220-1202-KF-1-01-004
Question: When lifting a heavy laser printer in a repair area, which of the following is the best
safety practice?
a. Twist your torso to save time.
b. Keep your legs straight and lift with your back.
c. Ask for help or use lifting equipment if needed.
d. Hold the object far away from your body.
Correct Answer: c. Ask for help or use lifting equipment if needed.
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.4 Given a scenario, use common safety procedures
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Safety Notes
Explanation: Using proper lifting techniques or assistance helps prevent injury—especially when
handling heavy IT equipment.
Question ID: A+-220-1202-KF-1-01-005
Question: What is a recommended method for maintaining professionalism during a support
interaction?
a. Nodding and making eye contact while taking notes
b. Avoiding questions to speed up the resolution
c. Letting the customer vent without acknowledging their frustration
d. Speaking over the user to demonstrate knowledge
Correct Answer: a. Nodding and making eye contact while taking notes
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
,Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Technician Qualities
Explanation: Professionalism includes active listening techniques such as eye contact, taking
notes, and showing engagement with the user’s concerns.
Question ID: A+-220-1202-KF-1-02-006
Question: Which of the following USB versions supports the highest power delivery, up to 240
watts?
a. USB 3.0
b. USB 3.2 Gen 2
c. USB 4 with PD
d. USB 2.0
Correct Answer: c. USB 4 with PD
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: USB Power Delivery (USB-PD)
Explanation: USB 4 with Power Delivery (PD) supports power levels up to 240 watts, significantly
more than earlier versions.
Question ID: A+-220-1202-KF-1-02-007
Question: What is the primary advantage of using plenum cable in building air-circulation spaces?
a. Enhanced fire resistance
b. Higher data transmission speed
c. Lower cost than PVC
d. Easier to install than STP
Correct Answer: a. Enhanced fire resistance
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: Ethernet Cable
Explanation: Plenum cable is treated with fire-retardant materials and produces less smoke and
toxic fumes, making it safer for use in air ducts.
Question ID: A+-220-1202-KF-1-02-008
Question: Which type of video connector supports both analog and digital signals?
a. HDMI
b. DVI-D
c. DisplayPort
d. DVI-I
Correct Answer: d. DVI-I
, Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: Digital Visual Interface (DVI)
Explanation: DVI-I connectors support both analog and digital signals, making them more versatile
than DVI-D.
Question ID: A+-220-1202-KF-1-02-009
Question: A technician needs to connect a legacy serial device to a modern PC with only USB
ports. What should they use?
a. USB-C to HDMI adapter
b. DB25 to RJ45 adapter
c. USB-to-serial converter
d. USB hub with mini-USB
Correct Answer: c. USB-to-serial converter
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: Modem and Serial Ports
Explanation: A USB-to-serial converter allows modern computers to communicate with older
devices using DB9/RS-232 serial connections.
Question ID: A+-220-1202-KF-1-03-010
Question: Which of the following best defines the concept of active listening for a technician?
a. Focusing on what the customer is saying and responding appropriately
b. Listening quietly without responding or interacting
c. Asking the customer repeated questions until they give a helpful answer
d. Writing down technical terms to help explain the issue
Correct Answer: a. Focusing on what the customer is saying and responding appropriately
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 3: On the Motherboard
Remediation Heading: Active Listening
Explanation: Active listening involves attentively focusing on the customer's words, confirming
understanding, and responding in a supportive, non-confrontational manner.
Question ID: A+-220-1202-KF-1-03-011
Question: Which behavior is discouraged when practicing active listening with a customer?
a. Taking notes
b. Summarizing the customer’s concern
Complete A+ Guide to IT Hardware and Software CompTIA A+ Exams 220-1201 & 220-1202,
10th edition Cheryl A. Schmidt Christopher Lee
202-1202 TEST BANK 1
Question ID: A+-220-1202-KF-1-01-001
Question: Which actions best demonstrate active listening when helping a frustrated user?
a. Asking clarifying questions after the user finishes speaking.
b. Avoiding eye contact to focus on documentation.
c. Interrupting to offer a quick solution.
d. Multitasking by checking phone notifications during the conversation.
Correct Answer: a. Asking clarifying questions after the user finishes speaking.
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Technician Qualities
Explanation: Active listening includes asking clarifying questions to better understand a
customer’s issue and shows the user that they are being heard.
Question ID: A+-220-1202-KF-1-01-002
Question: A technician is preparing to install an adapter card. Which of the following safety
precautions should be performed first?
a. Power on the PC to test the display.
b. Connect all internal power cables.
c. Disconnect the computer from its power source.
d. Remove the device driver.
Correct Answer: c. Disconnect the computer from its power source
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.4 Given a scenario, use common safety procedures
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Safety Notes
Explanation: Disconnecting the computer from the power source is a fundamental safety step
before any hardware installation or maintenance.
,Question ID: A+-220-1202-KF-1-01-003
Question: What is one way a technician can display a positive attitude when interacting with a
user?
a. Assume all users have the same level of technical knowledge.
b. Treat every issue, no matter how small, as important.
c. Offer a resolution to the problem as quickly as possible.
d. Engage in conversation and smile often to put the user at ease.
Correct Answer: b. Treat every issue, no matter how small, as important.
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Technician Qualities
Explanation: Demonstrating a positive attitude means treating every user concern seriously and
respectfully, regardless of the issue’s perceived importance.
Question ID: A+-220-1202-KF-1-01-004
Question: When lifting a heavy laser printer in a repair area, which of the following is the best
safety practice?
a. Twist your torso to save time.
b. Keep your legs straight and lift with your back.
c. Ask for help or use lifting equipment if needed.
d. Hold the object far away from your body.
Correct Answer: c. Ask for help or use lifting equipment if needed.
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.4 Given a scenario, use common safety procedures
Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Safety Notes
Explanation: Using proper lifting techniques or assistance helps prevent injury—especially when
handling heavy IT equipment.
Question ID: A+-220-1202-KF-1-01-005
Question: What is a recommended method for maintaining professionalism during a support
interaction?
a. Nodding and making eye contact while taking notes
b. Avoiding questions to speed up the resolution
c. Letting the customer vent without acknowledging their frustration
d. Speaking over the user to demonstrate knowledge
Correct Answer: a. Nodding and making eye contact while taking notes
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
,Remediation Chapter: Chapter 1: Introduction to the World of IT
Remediation Heading: Technician Qualities
Explanation: Professionalism includes active listening techniques such as eye contact, taking
notes, and showing engagement with the user’s concerns.
Question ID: A+-220-1202-KF-1-02-006
Question: Which of the following USB versions supports the highest power delivery, up to 240
watts?
a. USB 3.0
b. USB 3.2 Gen 2
c. USB 4 with PD
d. USB 2.0
Correct Answer: c. USB 4 with PD
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: USB Power Delivery (USB-PD)
Explanation: USB 4 with Power Delivery (PD) supports power levels up to 240 watts, significantly
more than earlier versions.
Question ID: A+-220-1202-KF-1-02-007
Question: What is the primary advantage of using plenum cable in building air-circulation spaces?
a. Enhanced fire resistance
b. Higher data transmission speed
c. Lower cost than PVC
d. Easier to install than STP
Correct Answer: a. Enhanced fire resistance
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: Ethernet Cable
Explanation: Plenum cable is treated with fire-retardant materials and produces less smoke and
toxic fumes, making it safer for use in air ducts.
Question ID: A+-220-1202-KF-1-02-008
Question: Which type of video connector supports both analog and digital signals?
a. HDMI
b. DVI-D
c. DisplayPort
d. DVI-I
Correct Answer: d. DVI-I
, Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: Digital Visual Interface (DVI)
Explanation: DVI-I connectors support both analog and digital signals, making them more versatile
than DVI-D.
Question ID: A+-220-1202-KF-1-02-009
Question: A technician needs to connect a legacy serial device to a modern PC with only USB
ports. What should they use?
a. USB-C to HDMI adapter
b. DB25 to RJ45 adapter
c. USB-to-serial converter
d. USB hub with mini-USB
Correct Answer: c. USB-to-serial converter
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 2: Connectivity
Remediation Heading: Modem and Serial Ports
Explanation: A USB-to-serial converter allows modern computers to communicate with older
devices using DB9/RS-232 serial connections.
Question ID: A+-220-1202-KF-1-03-010
Question: Which of the following best defines the concept of active listening for a technician?
a. Focusing on what the customer is saying and responding appropriately
b. Listening quietly without responding or interacting
c. Asking the customer repeated questions until they give a helpful answer
d. Writing down technical terms to help explain the issue
Correct Answer: a. Focusing on what the customer is saying and responding appropriately
Exam Domain/Objective: 4.0 Operational Procedures
Exam Subobjective: 4.7 Given a scenario, use proper communication techniques and
professionalism
Remediation Chapter: Chapter 3: On the Motherboard
Remediation Heading: Active Listening
Explanation: Active listening involves attentively focusing on the customer's words, confirming
understanding, and responding in a supportive, non-confrontational manner.
Question ID: A+-220-1202-KF-1-03-011
Question: Which behavior is discouraged when practicing active listening with a customer?
a. Taking notes
b. Summarizing the customer’s concern
