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SVC-19A Apple Service Fundamentals Exam Question and Answers

Question # 4

Which of the following customer statements would alert you to a safety issue? (Choose two.)

A.

My iPhone flashed and sparked when I tried to charge it.

B.

The corner of my iPad is badly bent.

C.

My iPhone has fluctuating sound levels. Sometimes it is deafening.

D.

The screen is too bright. It hurts my eyes.

E.

My new Apple Watch makes me itchy and my wrist is red and irritated.

F.

The home button on my iPhone seems to have sunk.

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Question # 5

Drag the statement to its corresponding customer experience skill.

To make a correction, drag the statement you want to use on top of the statement you want to replace.

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Question # 6

A computer service technician says, "I don't use ESD precautions and have never had a problem."

Which of the following is the correct response to this statement?

A.

ESD damage may not appear immediately.

B.

ESD happens only to inexperienced technicians.

C.

ESD only occurs in very rare circumstances.

D.

ESD damage is really not as bad as everyone thinks.

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Question # 7

Please refer to the following information to answer the questions on the right.

Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.

Once Hannah returned home with the iMac, the sound issue occurred again.

Hannah has returned. She is angry and she is cursing at the technician.

Which of the five conflict resolution steps is missing in the following response to Hannah?

{Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution.”

A.

Try to find a way to say “You're right.”

B.

Try to find a way to show sympathy and correct the customer.

C.

Describe how the customer is incorrect about the specific issue.

D.

Propose an approach that refocuses the discussion.

E.

Stay calm.

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Question # 8

When evaluating an issue, which of the following is an empathetic and supportive closed question about updating software on an iOS device?

A.

You do know you should always update your software, correct?

B.

How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?

C.

I notice that your iPhone software is not up to date; would you like me to walk you through updating the software?

D.

Updating your software is extremely easy, why haven’t you done so?

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Question # 9

Please refer to the following information to answer the questions on the right.

Rachel is starting a repair on a three-year-old MacBook Pro.

After opening the device, she takes some time to visually inspect the top case assembly with battery.

After gaining agreement with the customer about repair time and cost, Rachel begins the replacement of the top case assembly with battery. If during the repair the battery cells begin to actively swell, how should Rachel respond?

A.

Pour sand over the battery immediately.

B.

Leave the room for fifteen minutes.

C.

Carefully continue the repair while monitoring the battery.

D.

Find a fire extinguisher and keep it nearby.

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Question # 10

Select the best response to the following customer statement:

“My iPhone sparked when I tried to sync it.”

A.

Sounds like you have a damaged sync cable. If the cable is damaged sparking can happen.

B.

I want to make sure we get a complete history of this issue. May I ask some specific troubleshooting questions?

C.

Are you sure you know how to sync an iPhone to a computer properly?

D.

All electronics can make sparks, you must be experiencing static electricity.

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