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

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.

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

A.

Asking the customer to reproduce an issue can help determine if the issue is with the device.

B.

If an issue cannot be reproduced, it is likely a hardware issue.

C.

Replacing an internal component will determine if the issue is related to environment.

D.

Basing a conclusion on past experience with similar issues is a proven troubleshooting method.

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

A.

Maps

B.

Game Center

C.

Siri

D.

Split View

Which equipment is used to check if an AC power outlet is properly grounded?

A.

A conductive workbench mat

B.

A ground polarity tester

C.

A grounding cord with alligator clips

D.

A nylon probe tool (black stick)

Leigh states that her MacBook Pro (Retina, 15-inch, Mid 2015) does not recognize the SD card she brought with her. You have her reproduce the issue and discover that she is properly inserting the card. However, it is not recognized by Photos or Image Capture. What question should you ask next to isolate the issue to hardware?

A.

What kind of files or images are on the SD card?

B.

Are you running the latest version of Photos?

C.

Have you tried resetting your SMC and NVRAM?

D.

Have you had this issue with all SD cards or just this one?

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

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

Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron.

Which action should Baron avoid while listening to Lucille?

A.

Recording notes

B.

Focusing on the customer

C.

Interrupting

D.

Smiling

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.

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

A.

"Calm down. You are being ridiculous."

B.

"These devices are expensive, I cannot change that."

C.

"Please control yourself. That is not how it works."

D.

"I’m sorry to hear that."

E.

"I can understand why you are upset."

F.

"It is not possible to repair it by Monday."

G.

"You are right. I would be frustrated as well."