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Question 1

Which of the following is a valid ESD safety precaution?

Options:

A.

You should place ESD-sensitive circuits on top of metal work surfaces.

B.

Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.

C.

Do not wear polyester clothing while working on ESD sensitive components.

D.

Always handle logic board by grasping the heat sinks.

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Question 2

Please refer to the following information to answer the questions on the right.

Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.

Once Hannah returned home with the iMac, the sound issue occurred again.

Hannah has returned. She is angry and she is cursing at the technician.

Which of the five conflict resolution steps is missing in the following response to Hannah?

{Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution.”

Options:

A.

Try to find a way to say “You're right.”

B.

Try to find a way to show sympathy and correct the customer.

C.

Describe how the customer is incorrect about the specific issue.

D.

Propose an approach that refocuses the discussion.

E.

Stay calm.

Question 3

Which of the following statements are correct when considering the effects of ESD damage on a given product? (Choose two.)

Options:

A.

ESD damage might immediately affect the equipment.

B.

ESD damage presents itself within an hour of discharge.

C.

ESD damage invariably prevents equipment from powering on.

D.

Not all internal assemblies with circuit boards are ESD sensitive.

E.

ESD damage might only show itself as an intermittent failure at a later time.

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