| A | B |
|---|
| Backup | Saving hardware and software settings and data so that if something happens to your computer it can be restored. |
| Bare-bone machine | A PC with no peripherals typically only having a motherboard, CPU and RAM. |
| Closed-ended questions | Yes or no questions that are asked to narrow down customer problems. |
| Cold boot | Starting a comuter from an off state by pressing the power button. |
| Documentation | A written record of what has been done, problems and fixes,on a computer . |
| Diagnostic program | Software that is run on a computer to gather information about the problems with it. |
| Hardware toolkit | Hand tools used in compter repair. |
| Open-ended questions | Questions that do nto have a yeso ro no answer that allow the customer to give an explanation of their problems. |
| POST | A diagnostic stored in the BIOS that is run each time the computer is started with a cold boot. |
| POST Card | Fits into an expansion slot and runs when you boot the computer to display an error code specific to the computer's BIOS chip. |
| Rapport | A positive tone established with a customer making it easy to communicate and work with that person. |
| Software toolkit | Bootable disk, anti-virus software, and diagnostic programs. |
| Troubleshooting model | An organized method of looking at computer issues using sequential stepsto get to and test a theory about the faults with a PC. |
| Warm boot | Using the reset switch to restart the computer from an already on state. |
