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Apple SVC-19A Apple Service Fundamentals Exam Exam Practice Test

Demo: 10 questions
Total 70 questions
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Apple Service Fundamentals Exam Questions and Answers

Question 1

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.

From the following, which are part of the 5-step conflict resolution model? (Choose two.)

Options:

A.

“l can prove to you exactly how you are wrong about this issue.”

B.

“Is this really the same issue? Might it be a different issue?”

C.

“Calm down!”

D.

“If I can ask some questions about the last repair and what has occurred since then, I can figure out what the appropriate next step is. I might be able to suggest a solution. Does that sound okay, Hannah?"

E.

“Though your frustration is understandable, we are in a family-friendly environment so I am going to have to ask you to be mindful of the language you are using.”

F.

“Are you sure your children didn't do something to it?”

Question 2

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?

Options:

A.

Verify that both devices are connected to a Wi-Fi network using WPA2 security.

B.

Verify that iPhone Cellular Calls are turned on in System Preferences > Network.

C.

Verify that both devices have Wi-Fi turned on.

D.

Reset Network Settings on iPhone.

Question 3

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

Options:

A.

Lead with a positive then switch to a negative, such as, “Definitely not.”

B.

It’s leading with “no” and not engaging in any further conversation with the customer.

C.

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

D.

You say no with a positive voice inflection.

Question 4

When servicing devices with embedded batteries, your primary concern should be for your own safety and those around you.

Which of the following considerations are workstation requirements when servicing these devices? (Choose two.)

Options:

A.

Keep paper at least 1 feet (0.3m) away.

B.

Keep 8 to 10 cups of water within arms reach.

C.

Always wear safety glasses when performing repair work.

D.

Ensure there is a water or an ABC/CO2fire extinguisher nearby.

E.

Keep combustible materials away from the work area.

Question 5

From the following, select the best description of cosmetic condition that would be included in good case notes.

Options:

A.

Case is dented like it was dropped

B.

Badly dinged in addition to crack

C.

Significant dent in lower right corner suggests impact

D.

Big ding; probably dropped or thrown

Question 6

Helena dropped her iPhone 8 and shattered the display. Her technician, Carlos, aligned with her disappointment and assured her that he could get it fixed that day. She began crying and asked to speak to a manager. What should Carlos have done to keep the situation from escalating? (Choose two.)

Options:

A.

Carlos should have built rapport with his customer by getting to know her as a person. He may have found out that something frustrating happened before coming in to the store, and she is already upset.

B.

Nothing. The customer is just an unreasonable person. Carlos has no control over the policy, and she has to accept that.

C.

Carlos should have acknowledged how important it is to have a working iPhone, especially because it is more than just a phone to most people.

D.

Carlos should have brought in a manager as soon as he saw that it was accidental damage. These situations never go well, and they usually end in a manager giving the repair to the customer for free.

E.

Carlos should have let the customer know that he is not authorized to override the cost of the replacement.

Question 7

Wendell explains that his iPhone X is dropping calls. Which of the following is an open question that would best help you further evaluate the issue with Wendell?

Options:

A.

How is the rest of your experience with the iPhone, aside from the dropped calls?

B.

Do you find that you are driving in a car when these dropped calls occur?

C.

Are you in an elevator or a parking garage when the iPhone drops the calls?

D.

Could you please tell me about the situations when your iPhone drops calls?

Question 8

Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose two.)

Options:

A.

Clean ESD mats regularly.

B.

Apply a display protective cover on top of physically damaged displays.

C.

Avoid synthetic materials into the work area.

D.

Use a battery cover whenever the case is removed from the device.

E.

Discard used screws.

Question 9

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

Options:

A.

evaluating

B.

listening

C.

reflecting

D.

parroting

Question 10

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.

From the following, which are part of the 5-step conflict resolution model? (Choose two.)

Options:

A.

“You are right, Hannah. I can see the repair history says you picked up the computer this morning.”

B.

"I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help."

C.

“I feel sorry for you. You had to drive all the way back here.”

D.

“Are you sure your children didn't do something to it?”

E.

“Is this really the same issue? Might it be a different issue?”

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Demo: 10 questions
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