hardMultiple ChoiceObjective-mapped
220-1102 Practice Question: After resolving a user's issue, the user says,…
After resolving a user's issue, the user says, "Thank you, you're a lifesaver!" and offers the technician a $50 gift card as a token of appreciation. Company policy strictly prohibits accepting gifts over $20. How should the technician respond?
⚠ Common exam trap
CompTIA often tests the candidate's ability to balance professionalism with customer appreciation, trapping those who choose a response that either violates policy (B, D) or damages the relationship (C) instead of a polite, policy-compliant refusal (A).
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
"I appreciate that, but our policy doesn't allow me to accept gifts over $20. Thank you for the thought, though."
It politely declines the gift while citing the specific company policy limit of $20, which aligns with professional conduct and ethical guidelines. This response maintains trust and integrity without offending the user, as required by the CompTIA A+ 220-1202 exam objectives on professionalism and communication.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
"I appreciate that, but our policy doesn't allow me to accept gifts over $20. Thank you for the thought, though."
Why this is correct
This response demonstrates exemplary professional conduct by politely declining the gift while clearly referencing company policy. It maintains a positive customer relationship by expressing appreciation for the gesture ("I appreciate that... Thank you for the thought") and educates the user on the established ethical guidelines regarding gratuities. Adhering to the $20 limit specified by policy ensures integrity and prevents potential conflicts of interest or perceptions of favoritism.
- ✗
"Thank you! That's very kind. I'll accept it, but please don't tell anyone."
Why it's wrong here
Accepting the gift and then requesting secrecy directly violates company policy and constitutes unethical behavior. This action undermines the organization's integrity, creates a perception of impropriety, and could lead to severe disciplinary consequences, including termination. Attempting to conceal the violation further demonstrates a lack of professional judgment and erodes trust with both the employer and the user.
- ✗
"I can't accept this. Please don't offer gifts to IT staff."
Why it's wrong here
While declining the gift is the correct action, the tone of this response is overly abrupt and potentially offensive to the user. The phrasing "Please don't offer gifts to IT staff" sounds accusatory and lacks the empathy and professionalism expected in customer interactions. This approach can damage the user's perception of the IT department and the company, negatively impacting customer service and rapport.
- ✗
"You can give it to my manager if you want, but I can't take it directly."
Why it's wrong here
This option attempts to circumvent the direct acceptance policy by suggesting an indirect route for the gift, which still constitutes an attempt to facilitate its acceptance. By involving a manager, the technician shifts the ethical dilemma without resolving it, potentially placing the manager in an awkward position and still violating the spirit or letter of company policy regarding prohibited gratuities. A complete and unambiguous refusal is required.
Visual reference
Go deeper
Related to this question
About these practice questions
Courseiva writes every 220-1202 question from scratch — 495 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.