RWST016 - LENOVO LATEST
WARRANTY SERVICE
AUTHORIZATION EXAM
ANSWER ALL QUESTIONS IN THIS SECTION
QUESTION 1
personal
Fill in the blank: Effective apologies are timely, ___________, non-defensive, and
exercise caution.
QUESTION 2
Wait until you have finished the repair and are no longer on the job to return
the call.
You are working onsite performing a repair on a Lenovo ThinkCentre. While you
are performing the repair, you receive a phone call from a friend you are planning
to spend the weekend with. What is the correct way to maintain professionalism
and deal with the phone call?
QUESTION 3
Customer Replaceable Units
END OF
PAGE
1
, RWST016 - LENOVO LATEST
WARRANTY SERVICE
AUTHORIZATION EXAM
What are replacement parts that are determined to be simple enough for a non-
trained person to remove and replace?
QUESTION 4
ESD Mat
You have just arrived on-site to perform a repair on a laptop. The office has
carpeted flooring. Which of the following would best protect from random
electrostatic discharge?
QUESTION 5
Viruses and malware
Registry problems
Incompatible or defective hardware or software
The Blue Screen of Death (BSoD) Stop Error usually occurs because of which of
the following? (Select all that apply)
QUESTION 6
Review the FRU process in the HMM
END OF
PAGE
2
, RWST016 - LENOVO LATEST
WARRANTY SERVICE
AUTHORIZATION EXAM
Before replacing a FRU on any Lenovo system, you should always do which of the
following?
QUESTION 7
You help them feel validated and show that you are on their side
Why does showing a customer empathy often help them calm down?
QUESTION 8
Identify the Problem
What is the first step in problem determination?
QUESTION 9
Open-ended and closed-ended
What are two different types of questions that can be asked to gather specific
information?
END OF
PAGE
3
WARRANTY SERVICE
AUTHORIZATION EXAM
ANSWER ALL QUESTIONS IN THIS SECTION
QUESTION 1
personal
Fill in the blank: Effective apologies are timely, ___________, non-defensive, and
exercise caution.
QUESTION 2
Wait until you have finished the repair and are no longer on the job to return
the call.
You are working onsite performing a repair on a Lenovo ThinkCentre. While you
are performing the repair, you receive a phone call from a friend you are planning
to spend the weekend with. What is the correct way to maintain professionalism
and deal with the phone call?
QUESTION 3
Customer Replaceable Units
END OF
PAGE
1
, RWST016 - LENOVO LATEST
WARRANTY SERVICE
AUTHORIZATION EXAM
What are replacement parts that are determined to be simple enough for a non-
trained person to remove and replace?
QUESTION 4
ESD Mat
You have just arrived on-site to perform a repair on a laptop. The office has
carpeted flooring. Which of the following would best protect from random
electrostatic discharge?
QUESTION 5
Viruses and malware
Registry problems
Incompatible or defective hardware or software
The Blue Screen of Death (BSoD) Stop Error usually occurs because of which of
the following? (Select all that apply)
QUESTION 6
Review the FRU process in the HMM
END OF
PAGE
2
, RWST016 - LENOVO LATEST
WARRANTY SERVICE
AUTHORIZATION EXAM
Before replacing a FRU on any Lenovo system, you should always do which of the
following?
QUESTION 7
You help them feel validated and show that you are on their side
Why does showing a customer empathy often help them calm down?
QUESTION 8
Identify the Problem
What is the first step in problem determination?
QUESTION 9
Open-ended and closed-ended
What are two different types of questions that can be asked to gather specific
information?
END OF
PAGE
3
