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Apple SVC-19A Exam With Confidence Using Practice Dumps

Exam Code:
SVC-19A
Exam Name:
Apple Service Fundamentals Exam
Certification:
AppleCare Technician Training
Vendor:
Apple
Questions:
70
Last Updated:
Jan 30, 2025
Exam Status:
Stable
Apple SVC-19A

SVC-19A: AppleCare Technician Training Exam 2024 Study Guide Pdf and Test Engine

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Apple Service Fundamentals Exam Questions and Answers

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Question 1

Which of the following is an ESD precaution according to Apple standards?

Options:

A.

Safety apron made of synthetic fibers should be worn.

B.

The relative humidity in a work area should be lower than 50 percent.

C.

An ionized air generator can be used instead of grounding a work area.

D.

A person working on an ESD-sensitive circuit should not be touched.

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Question 2

Drag the customer statement to its ideal response.

To make a correction, drag the statement you want to use on top of the statement you want to replace.

Options:

Question 3

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.”

Options:

A.

Try to find a way to say “You're right.”

B.

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

C.

Describe how the customer is incorrect about the specific issue.

D.

Propose an approach that refocuses the discussion.

E.

Stay calm.

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