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Apple Service Fundamentals Sample Questions:

1. In the systematic troubleshooting approach, which of the following statements is true about isolating an issue?

A) Replacing an internal component will determine if the issue is related to environment.
B) Asking the customer to reproduce an issue can help determine if the issue is with the device.
C) Basing a conclusion on past experience with similar issues is a proven troubleshooting method.
D) If an issue cannot be reproduced, it is likely a hardware issue.

2. Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

A) "Calm down. You are being ridiculous."
B) "You are right. I would be frustrated as well."
C) "It is not possible to repair it by Monday."
D) "I can understand why you are upset."
E) "Please control yourself. That is not how it works."
F) "These devices are expensive, I cannot change that."
G) "I'm sorry to hear that."

3. Diego is servicing an embedded battery and it begins to swell. Which of the following is the proper response by Diego?

A) Immediately pour sand on the battery to cover it completely.
B) Evacuate the room for fifteen minutes.
C) Remove the swelling battery and move it to a fire-proof safety cabinet.
D) Wait to see if the battery stops swelling or continues to thermal event.

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

A) Try to find a way to say, "You are right" to endorse the customer.
B) Speak loudly and clearly to make sure the customer knows you are in charge.
C) If necessary, describe how the specific behavior affects the conversation.
D) Be sure to point out specific examples of where the customer is wrong about the issue.
E) Repeat whatever the customer says.

5. Drag the customer statement to its corresponding response.
To make a correction, drag the statement you want to use on top of the statement you want to replace.

Solutions:

Question # 1 Answer: B

Question # 2 Answer: B,D,G

Question # 3 Answer: A

Question # 4 Answer: A,D

Question # 5 Answer: Only visible for members