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Apple Service Fundamentals Sample Questions:

1. 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.

2. Which of the following statements is true of electrostatic discharge (ESD) damage?

A) ESD impacts microscopic pathways on the integrated circuits.
B) Conventional testing detects all damage caused by ESD.
C) Accidental ESD will result in fewer additional repairs on the same device.
D) ESD should ideally occur near active electronic systems.

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

A) The corner of my iPad is badly bent.
B) The screen is too bright. It hurts my eyes.
C) My new Apple Watch makes me itchy and my wrist is red and irritated.
D) The home button on my iPhone seems to have sunk.
E) My iPhone flashed and sparked when I tried to charge it.
F) My iPhone has fluctuating sound levels. Sometimes it is deafening.

4. John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon for the app he is using appear in macOS.
What troubleshooting step should John try first?

A) Verify that both devices are connected to a Wi-Fi network using WPA2 security.
B) Verify that both devices have Wi-Fi turned on.
C) Reset Network Settings on iPhone.
D) Verify that iPhone Cellular Calls are turned on in System Preferences > Network.

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

A) Game Center
B) Split View
C) Siri
D) Maps

Solutions:

Question # 1 Answer: A,D

Question # 2 Answer: B

Question # 3 Answer: D,E

Question # 4 Answer: B

Question # 5 Answer: A