| 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 motherboad, CPU and RAM. |
| Closed ended questions | Yes or no questions that are asked to narrow down customer problems. |
| Cold Boot | Starting a computer 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 computer repair. |
| Open ended questions | you do not have a yes or no answer that allow the customer to give an explanation of their problems. |
| POST | Powr on self test. |
| Rapport | A positive tone established with a customer making it easy to communicate and work with that person. |
| POST card | Fits into an expansion slot and runs when you boot the computer to display an error code . |
| Software toolkit | Bootable disk, anti-virus software, and diagnostic programs. |
| Troubleshooting model | An organized method of looking at computer issues using sequential steps to get to and test a theory about the faults with a PC. |
| Warm boot | Using the reset switch or CTRL+ALT+DEL to restart the computer from an already on state. |
