CompTIA A+ Core 2 (220-1202) — Question 165

A customer's laptop will not turn on. The customer is distraught and panicking because the laptop contains family pictures that can never be replaced. Which of the following communication techniques is most important for the technician to demonstrate in this situation?

Answer options

• A. The technician should provide the customer with the appropriate SLA agreement.
• B. The technician should inform the customer about replacement options for an increased cost.
• C. The technician should project confidence and maintain a positive attitude.
• D. The technician should be dressed in appropriate business casual attire to project expertise.

Correct answer: C

Explanation

Projecting confidence and maintaining a positive attitude (option C) is crucial in calming the customer and assuring them that the technician can help. Options A and B are less relevant as they focus on service agreements and costs rather than emotional support. Option D, while important for professionalism, does not address the immediate emotional needs of the customer.