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The Troubleshooting Process: Case Studies

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1.  Steps in the troubleshooting process include
  1. Gather data
  2. Draw conclusions
  3. Make decisions
  4. All of the above
2.  The troubleshooting process is
  1. Linear in nature
  2. Has no set plan
  3. Is circular in nature
  4. None of the above
3.  When identifying the cause of a problem, it could be due to
  1. Programming
  2. Physical fit
  3. Counseling
  4. all of the above
4.  Which is NOT a step in the troubleshooting process?
  1. Identify the problem
  2. Identify the cause
  3. Advise them to "get used to it" before attempting changes
  4. Implement a solution plan
5.  Following a process
  1. Makes sure we go through the same steps with every patient
  2. Is not necessary
  3. Gives us an "out" if the patient isn't happy
  4. None of the above
6.  Following a process
  1. Makes troubleshooting different every time
  2. Provides a best practice format
  3. Makes sure the patient doesn't have a reason to return hearing aids
  4. All of the above
7.  When implementing a solution plan
  1. You should know how you will validate the desired outcome has occurred
  2. It should always be something you change on the hearing aid
  3. It should be something complex
  4. You should not tell the patient what you did
8.  Once a problem is identified
  1. There will only be one solution
  2. Choose a solution that will best resolve the issue with minimal impact on other areas
  3. Start with the most obscure to rule it out
  4. All of the above
9.  Once a solution plan has been implemented
  1. You should follow up, evaluate and monitor
  2. You not have to address the issue again
  3. You should move on to the other issues
  4. You should get final payment on the hearing aids
10.  Following the implementation of a solution plan, a time frame should be decided upon in which
  1. The aid can be returned for credit
  2. You end the trial period
  3. you can say everything is "okay"(with that particular problem
  4. no other adjustments will ever need to be done