The correct response is to ask the customer to plug in the charger and see if any lights appear, as this demonstrates a systematic troubleshooting approach by starting with the simplest, most verifiable step before escalating. This technique aligns with CompTIA’s recommended methodology of establishing a theory of probable cause—here, a dead battery—and testing it with a non-invasive action that keeps the customer engaged and informed. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your ability to apply professionalism and logical progression under the “troubleshooting methodology” domain, where a common trap is jumping to hardware replacement or complex diagnostics without first confirming power input. A key memory tip is “Plug First, Panic Last”—always verify the power source before assuming component failure, as this mirrors real-world IT support where simple checks resolve most issues.
220-1202 Communication and Professionalism Practice Question
This 220-1202 practice question tests your understanding of communication and professionalism. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A customer calls to report that their laptop won't turn on. The technician suspects a dead battery. Which of the following responses demonstrates proper troubleshooting and professionalism?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Ask the customer to plug in the charger and see if any lights appear.
A systematic approach to troubleshooting shows competence. Starting with simple checks and explaining each step keeps the customer informed and involved.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Tell the customer to buy a new battery immediately.
Why it's wrong here
Jumping to a conclusion without verification wastes the customer's time and money.
✓
Ask the customer to plug in the charger and see if any lights appear.
Why this is correct
This is a logical first step to determine if the battery or power adapter is the issue.
Related concept
Read the scenario before looking for a memorised answer.
✗
Say that the motherboard is likely dead and needs replacement.
Why it's wrong here
This is an extreme assumption without any diagnostic steps.
✗
Tell the customer to bring the laptop to the shop without further questions.
Why it's wrong here
This avoids remote troubleshooting and may inconvenience the customer unnecessarily.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1202 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1202 question in full detail.
Identify which 220-1202 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Communication and Professionalism — This question tests Communication and Professionalism — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Ask the customer to plug in the charger and see if any lights appear. — A systematic approach to troubleshooting shows competence. Starting with simple checks and explaining each step keeps the customer informed and involved.
What should I do if I get this 220-1202 question wrong?
Identify which 220-1202 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.
Question Discussion
Share a tip, memory trick, or ask about the reasoning behind this question. Do not post real exam questions, leaked content, braindumps, or copyrighted exam material. Comments are moderated and may be removed without notice.
Sign in to join the discussion.