The correct initial response is to apologize for the frustration and ask the user to describe when the slowness started. This choice is correct because it demonstrates active listening and empathy for frustrated users, which is a critical soft skill in the CompTIA A+ troubleshooting methodology. By first acknowledging the user’s emotional state and then gathering specific information about the symptom’s onset, you adhere to the “identify the problem” step without jumping to conclusions—even if the antivirus program is a likely culprit, other factors like a recent Windows update or disk I/O bottleneck could be at play. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your ability to prioritize customer rapport and data collection over premature diagnosis, a common trap where technicians rush to fix the suspected cause. A useful memory tip: “Empathy first, facts second—never skip the timeline question.”
220-1102 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 user calls the help desk, frustrated because their computer is running slowly after installing a new antivirus program. The technician suspects the antivirus is causing high CPU usage. Which of the following is the MOST appropriate initial response?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Apologize for the frustration and ask the user to describe when the slowness started.
Option C is correct because it follows the CompTIA A+ troubleshooting methodology by first gathering information and showing empathy. The technician needs to confirm the timeline of the slowness relative to the antivirus installation, as other factors (e.g., a Windows update, disk I/O bottleneck, or malware) could be the root cause. Jumping to conclusions without verifying the symptom onset violates the 'identify the problem' step and risks misdiagnosis.
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 user to uninstall the antivirus immediately.
Why it's wrong here
This dismisses the user's concern without investigation and may leave the system unprotected.
✗
Explain that antivirus programs always slow down computers and there's nothing to be done.
Why it's wrong here
This is dismissive and unhelpful; it fails to address the specific issue or offer a solution.
✓
Apologize for the frustration and ask the user to describe when the slowness started.
Why this is correct
This shows empathy and gathers critical information to diagnose the problem effectively.
Related concept
Read the scenario before looking for a memorised answer.
✗
Immediately remote into the computer to check CPU usage.
Why it's wrong here
While technically valid, doing so without acknowledging the user's frustration can damage trust and is less professional.
Common exam traps
Common exam trap: answer the scenario, not the keyword
CompTIA often tests the candidate's ability to prioritize the troubleshooting methodology over technical action—the trap here is that many candidates choose Option D because they think immediate remote access is efficient, but the exam emphasizes gathering information and showing empathy as the first step.
Detailed technical explanation
How to think about this question
Antivirus software causes high CPU usage primarily during on-access scanning, which hooks into file system operations via kernel-mode drivers (e.g., minifilter drivers on Windows). A common subtle behavior is that a full scan triggered by a new installation can saturate CPU and disk I/O, but this is often a one-time event; the technician should check Task Manager for the Antimalware Service Executable (MsMpEng.exe) or the vendor's process to confirm. In real-world scenarios, excluding trusted application folders (e.g., C:\Program Files) from real-time scanning can resolve the issue without removing the antivirus.
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.
TExam Day Tips
→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 small business has 20 workstations on the 192.168.1.0/24 network and one public IP from its ISP. The router uses PAT (NAT overload) so all 20 devices share one public address using different source ports. NAT questions test whether you understand the four address terms and which direction each translation applies.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1202 question in full detail.
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: Apologize for the frustration and ask the user to describe when the slowness started. — Option C is correct because it follows the CompTIA A+ troubleshooting methodology by first gathering information and showing empathy. The technician needs to confirm the timeline of the slowness relative to the antivirus installation, as other factors (e.g., a Windows update, disk I/O bottleneck, or malware) could be the root cause. Jumping to conclusions without verifying the symptom onset violates the 'identify the problem' step and risks misdiagnosis.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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 →
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A user calls the help desk frustrated because their laptop will not connect to the company Wi-Fi. They say they have tried restarting the laptop but it still does not work. The technician suspects the wireless adapter driver may be corrupt. What is the best first step for the technician to take?
easy
A.Remotely reinstall the wireless adapter driver.
✓ B.Ask the user if they see any error messages or if other devices connect to the Wi-Fi.
C.Tell the user to bring the laptop to the IT office for a physical inspection.
D.Escalate the ticket to the network team immediately.
Why B: This question tests the concept of active listening and gathering information before jumping to solutions. The correct answer is to ask clarifying questions to understand the issue fully, which ensures the technician does not waste time on incorrect assumptions.
Variation 2. A user calls the help desk, frustrated that their laptop 'keeps freezing' during video conferences. They admit they have 15 browser tabs open, are running a resource-heavy design app, and have not restarted the laptop in three weeks. The technician needs to recommend a solution while maintaining professionalism. What should the technician say first?
easy
A."You need to close some tabs and restart your laptop immediately."
✓ B."I understand that's frustrating. Let's look at what might be causing this. Have you noticed it happens when certain programs are open?"
C."That's because you never restart your computer. You should do that weekly."
D."Let me transfer you to our advanced support team for this issue."
Why B: Option B is correct because it first validates the user's frustration (professionalism) and then uses a probing question to gather diagnostic data about the specific conditions causing the freezing. This aligns with the CompTIA A+ troubleshooting methodology (identify the problem) and maintains rapport, which is critical for customer satisfaction. The technician avoids premature blame or dismissal, instead focusing on correlating the symptom (freezing) with resource contention from the browser tabs and design app.
Last reviewed: Jun 30, 2026
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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.
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