Apple SVC-19A Quiz 1 Topic 1 Questions 1-5

Question: 1

Which of the following types of data are backed up to iCloud? (Choose two.)

ATouch ID Settings

BDevice Settings

CMessages

DApple Pay information and settings

EiCloud Music Library

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Question: 2

When would a technician need to use a positive 'no' with a customer? (Choose three.)

AThe device is out of warranty.

BThe technician does not feel like helping the customer.

CThe customer wants to purchase a new device.

DThe customer is misinformed about service options.

EThe device is an obsolete device that we no longer service.

FThe device is eligible for repair.

GApple introduces new product.

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Question: 3

How would you define a "positive no" to a co-worker?

ALead with a positive then switch to a negative, such as, ''Definitely not.''

BIt's leading with ''no'' and not engaging in any further conversation with the customer.

CIt is a way to correct a customer by informing them of what you can do.

DYou say no with a positive voice inflection.

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Question: 4

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.''

ATry to find a way to say ''You're right.''

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

CDescribe how the customer is incorrect about the specific issue.

DPropose an approach that refocuses the discussion.

EStay calm.

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Question: 5

Select the best response to the following customer statement:

''My iPhone sparked when I tried to sync it.''

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

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

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

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

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Apple SVC-19A Quiz:1 Topic:1 Questions:1-5