CompTIA A+ Core 2 Question H-43

A user reports that their PC does not work. Which of the following would be the BEST question for the technician to ask the user to get further information?

A. “Can you get to the Internet?”
B. “What exactly does not work?”
C. “Does the PC turn on?”
D. “Are you able to sign on?”

Correct Answer: B

Clarify what is not working. The line of questioning is an effective strategy to discover and solve a problem especially on phone.