CELPIP Practice · Question
A customer is calling technical support because their new smart device won't connect to their home Wi-Fi. The support agent asks, 'Can you confirm if you've already tried restarting your router and the smart device?' What is the agent's reason for asking this?
Restarting devices (router and smart device) is a very common initial step in troubleshooting connectivity problems, as it often resolves temporary glitches.
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Question: A customer is calling technical support because their new smart device won't connect to their home Wi-Fi. The support agent asks, 'Can you confirm if you've already tried restarting your router and the smart device?' What is the agent's reason for asking this?
Answer options: ✅ To troubleshoot common, simple connection issues first.
- To assess the customer's technical knowledge.
- To determine if the customer wants a new device.
- To sell the customer an extended warranty.
Correct answer: To troubleshoot common, simple connection issues first.
Explanation: Restarting devices (router and smart device) is a very common initial step in troubleshooting connectivity problems, as it often resolves temporary glitches.
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