ASUS Professional Standards & Ethics 2 — Questions and Answers
Question 1: A customer brings in a laptop and asks you to recover deleted personal files without providing proof of ownership. What is the correct action?
- Recover the files immediately to satisfy the customer
- Ask for proof of ownership or authorization before proceeding (Correct answer)
- Refuse service entirely without explanation
- Recover the files but charge a premium fee
Correct answer: Ask for proof of ownership or authorization before proceeding
Verifying ownership before accessing or recovering personal data protects against unauthorized data access and potential legal liability.
Question 2: When documenting a repair, which approach best reflects professional standards?
- Record only the final fix to keep notes brief
- Document symptoms, diagnosis steps, parts replaced, and test results (Correct answer)
- Skip documentation for simple repairs
- Document only the parts used for billing purposes
Correct answer: Document symptoms, diagnosis steps, parts replaced, and test results
Thorough documentation of the entire repair process ensures accountability, supports warranty claims, and aids future technicians.
Question 3: An ASUS-certified technician discovers a colleague is using unlicensed diagnostic software. What should they do?
- Ignore it since it doesn't affect their own work
- Report the issue to a supervisor or compliance officer (Correct answer)
- Use the same software to stay competitive
- Confront the colleague publicly in the workplace
Correct answer: Report the issue to a supervisor or compliance officer
Using unlicensed software violates legal and professional standards; reporting it through proper channels is the ethical obligation.
Question 4: A repair takes longer than the original estimate. What is the ethical course of action?
- Complete the repair and bill the higher amount without notice
- Contact the customer, explain the situation, and get approval for additional charges (Correct answer)
- Abandon the repair and return the device unrepaired
- Charge the original estimate regardless of actual costs
Correct answer: Contact the customer, explain the situation, and get approval for additional charges
Notifying the customer before exceeding an estimate respects their right to informed consent and maintains trust.
Question 5: Which behavior demonstrates respect for customer confidentiality in a service center?
- Sharing interesting customer cases with friends outside work
- Discussing repairs only with staff directly involved in the service (Correct answer)
- Posting anonymized repair photos on social media without consent
- Leaving customer devices unlocked at unattended workstations
Correct answer: Discussing repairs only with staff directly involved in the service
Limiting discussion of customer cases to involved staff prevents unauthorized disclosure of personal information.
Question 6: A customer asks a technician to disable a security feature that is outside the scope of the authorized repair. What should the technician do?
- Disable it quickly since the customer requested it
- Explain that it is outside scope and document the customer's request if they insist (Correct answer)
- Refuse and provide no explanation
- Disable it but do not document it
Correct answer: Explain that it is outside scope and document the customer's request if they insist
Staying within authorized scope and documenting out-of-scope customer requests protects the technician and maintains transparency.
Question 7: What is the primary reason ASUS-certified technicians should avoid accepting personal gifts from customers in exchange for expedited service?
- Gifts increase tax liability for the technician
- Accepting gifts can create conflicts of interest and undermine fair service standards (Correct answer)
- Customers may want the gift back later
- ASUS policy prohibits any customer interaction beyond repairs
Correct answer: Accepting gifts can create conflicts of interest and undermine fair service standards
Accepting gifts for preferential treatment undermines equitable service and may violate professional ethics policies.
ASUS Professional Standards & Ethics 2
A customer brings in a laptop and asks you to recover deleted personal files without providing proof of ownership.
What is the correct action?