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SVC-19A Exam Dumps : Apple Service Fundamentals Exam

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Apple Service Fundamentals Exam Questions and Answers

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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.

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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Question 2

Tony would like to create a new Apple ID to use with iTunes. It is his preference not to give his credit card information.

Which of the following is the correct statement about his situation?

Options:

A.

Tony will have to purchase an iTunes gift card before he can setup his Apple ID.

B.

Tony will have to use a bank account and routing number to setup his Apple ID.

C.

Tony can create an Apple ID in iTunes without a credit card or other payment method.

D.

Tony will not be able to use an Apple ID with iTunes unless he is willing to give credit card information.

Question 3

Which of the following statements is true about an actively swelling embedded battery?

Options:

A.

Actively swelling batteries are not considered a safety concern.

B.

Actively swelling batteries are likely caused by large amounts of liquid inside the batteries.

C.

Actively swelling batteries are unlikely to lead to thermal runaway.

D.

Actively swelling batteries are more likely to rupture and release gasses.

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