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Apple SVC-19A - Apple Service Fundamentals Exam

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Total 70 questions

What should be used to properly clean and restore an ESD mat?

A.

Any solvent based cleaner

B.

Distilled or bottled water

C.

Lint-free cloth

D.

A cleaner that is specifically designed for ESD mats

Which of the following expresses empathy rather than sympathy?

A.

I feel so sorry for you. I bet you feel disappointed.

B.

Poor you! You must feel awful.

C.

Oh, what a pity! This must make you feel disappointed.

D.

I am sorry this happened to you. I can see why you may be disappointed

Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

A.

If necessary, describe how the specific behavior affects the conversation.

B.

Be sure to point out specific examples of where the customer is wrong about the issue.

C.

Try to find a way to say, “You are right” to endorse the customer.

D.

Repeat whatever the customer says.

E.

Speak loudly and clearly to make sure the customer knows you are in charge.

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.

Which of the following features of iOS require an Apple ID to use?

A.

Maps

B.

Game Center

C.

Siri

D.

Split View

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.

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

Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.

She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.

Based on the information Debra provided, in which problem space does this issue fit?

A.

Educational opportunity

B.

User Data

C.

Environmental

D.

Software

Which of the following summarizes a customer's concerns without simply repeating what the customer said?

A.

evaluating

B.

listening

C.

reflecting

D.

parroting

Technician Tommy is replacing a logic board on a Mac mini. Which of the following should he hold when handling the logic board?

A.

Any components

B.

The heat sinks

C.

The connectors

D.

The edges of the logic board

In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?

A.

The technician is conducting a current test on a device.

B.

The technician is working on a device that is plugged in to AC power.

C.

The technician is cleaning the display on a device after reassembly.

D.

The technician is replacing a circuit board inside a device.