220-1102 Practice Question: A customer calls to report that their laptop…

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

  Suggesting an immediate battery purchase is premature and bypasses essential diagnostic steps. A laptop failing to power on could stem from a faulty AC adapter, a damaged charging port, or internal power management issues, not solely a dead battery. Without first verifying the power source and observing system responses, this recommendation could lead to unnecessary expenditure and inconvenience for the customer.

• ✓

  Ask the customer to plug in the charger and see if any lights appear.

  Why this is correct

  This is the most logical and effective initial troubleshooting step. By instructing the customer to connect the AC adapter, the technician can quickly ascertain if the laptop receives external power and if the charging circuitry or power-on sequence initiates, indicated by status lights. This action helps differentiate between a completely dead battery, a faulty AC adapter, or a more severe internal hardware failure, guiding subsequent diagnostic efforts.

• ✗

  Say that the motherboard is likely dead and needs replacement.

  Why it's wrong here

  Declaring a motherboard failure without any preliminary diagnostic steps is an extreme and irresponsible assumption. A "no power" symptom can be caused by numerous less severe and more easily rectifiable issues, such as a dead battery, a faulty AC adapter, or a malfunctioning power button. Jumping to a motherboard replacement recommendation is costly, time-consuming, and completely unsupported by initial information.

• ✗

  Tell the customer to bring the laptop to the shop without further questions.

  Why it's wrong here

  Instructing the customer to immediately bring the laptop to the shop without any remote troubleshooting or information gathering is inefficient and potentially inconvenient. Many common power-related issues can be diagnosed or even resolved over the phone by guiding the customer through simple steps, such as checking power connections or observing indicator lights. This approach wastes the customer's time and prevents the technician from gathering critical preliminary data.

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