220-1102 Question 760
Single answerMaintain a positive attitude/project confidenceA technician is replacing a failed SSD in an executive's laptop just before an important presentation. During the repair, the executive becomes anxious and says, "This always happens at the worst time. Are you sure you know what you're doing?" The technician has already diagnosed the failed drive and confirmed that a recent backup is available. Which action should the technician take FIRST to best maintain a positive attitude and project confidence while continuing professional customer communication?
- A
Calmly explain the repair plan, estimated timeline, and backup status, and reassure the executive that the issue is being handled
- B
Tell the executive that interruptions are making the repair harder and ask them to stop asking questions until the work is done
- C
Avoid giving details so the executive does not become more concerned, and continue working silently
- D
Explain that hardware failures are unpredictable and suggest the executive should have planned better for the presentation
Show answer and explanation
Correct answer: A
Explanation
The best answer is to communicate calmly, confidently, and professionally while setting realistic expectations. In CompTIA A+ Core 2, professionalism includes maintaining a positive attitude, avoiding argumentative behavior, and demonstrating confidence without overstating certainty. In a real support scenario, users are often stressed, especially when business impact is involved. A technician should acknowledge the concern, summarize the next steps, provide an estimated timeframe when possible, and mention relevant safeguards such as backups. This approach aligns with common help desk and field service best practices: communicate clearly, show empathy, avoid blame, and focus on resolution.
- A. Correct.
This is correct because it combines technical competence with professional communication. In A+ Core 2 professionalism objectives, maintaining a positive attitude and projecting confidence means being calm, respectful, and clear without being dismissive or arrogant. Explaining the plan, timeline, and backup status helps reduce customer anxiety and demonstrates control of the situation.
- B. Incorrect.
This is incorrect because, although interruptions can slow work, telling the executive to stop asking questions is confrontational and damages rapport. A technician should remain patient and professional, especially with stressed users. This response may be tempting when under pressure, but it does not maintain a positive attitude.
- C. Incorrect.
This is incorrect because silence can be interpreted as uncertainty or lack of confidence. Customers in high-pressure situations generally need concise, accurate updates. Withholding useful information when a clear explanation is available does not support project confidence or good customer service.
- D. Incorrect.
This is incorrect because blaming the customer is unprofessional and escalates tension. Even if contingency planning would have helped, the technician's role is to address the issue constructively. A positive attitude focuses on solutions, not criticism.