The correct answer is to explain that you will check the system resources to identify the cause of the slowness. This approach is the most professional because it embodies the core principle of avoiding blame when diagnosing issues—instead of accusing the user of causing the problem by installing the screensaver, the technician focuses on objective data collection. On the CompTIA A+ Core 2 220-1202 exam, this scenario tests your understanding of professional communication and troubleshooting methodology, where the trap is choosing a response that implies user fault, such as “You shouldn’t have installed that screensaver.” The exam emphasizes that effective diagnosis begins with neutral investigation, not assignment of responsibility. A helpful memory tip is the “Investigate, Don’t Accuse” rule: always start with system tools like Task Manager or Resource Monitor to gather evidence before speaking, which keeps the conversation solution-oriented and preserves customer trust.
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 customer reports that their computer is running very slowly after they installed a new screensaver. The technician suspects the screensaver may be consuming excessive resources. Which of the following is the most professional way to address this?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Explain that you will check the system resources to identify the cause of the slowness.
This question emphasizes respectful communication and avoiding blame. The correct answer focuses on investigating the issue without accusing the user.
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 that the screensaver is likely the problem and they should uninstall it.
Why it's wrong here
This is presumptuous and may offend the customer; the technician should first gather evidence.
✓
Explain that you will check the system resources to identify the cause of the slowness.
Why this is correct
This shows a collaborative approach and uses professional language to set expectations.
Related concept
Read the scenario before looking for a memorised answer.
✗
Blame the screensaver and suggest the customer stop using decorative software.
Why it's wrong here
This is unprofessional and may damage the customer relationship.
✗
Ignore the screensaver and run a full virus scan.
Why it's wrong here
This dismisses the customer's report and may waste time if the screensaver is indeed the cause.
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: Explain that you will check the system resources to identify the cause of the slowness. — This question emphasizes respectful communication and avoiding blame. The correct answer focuses on investigating the issue without accusing the user.
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.
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Question Discussion
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