Online Access Free SVC-19A Practice Test

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

• A."Please control yourself. That is not how it works."
• B."These devices are expensive, I cannot change that."
• C."Calm down. You are being ridiculous."
• D."I can understand why you are upset."
• E."I'm sorry to hear that."
• F."You are right. I would be frustrated as well."
• G."It is not possible to repair it by Monday."

Joanna is not convinced that taking ESD precautions makes any difference in repair quality. She states, "If Apple was really serious about ESD precautions, they would not instruct customers to simply touch metal before replacing customer-installable parts." Which of the following is the correct response to this statement?

• A.Customers replace far fewer parts than service technicians.
• B.Customers can complete these part replacements more quickly, reducing the chance of ESD damage.
• C.Customers are more careful because it is their own device.
• D.Customers are more likely to understand ESD precautions than technicians are.

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."

• A.Try to find a way to show sympathy and correct the customer.
• B.Describe how the customer is incorrect about the specific issue.
• C.Stay calm.
• D.Try to find a way to say "You're right."
• E.Propose an approach that refocuses the discussion.

If the battery inside an iPhone is dented, punctured, swollen, or otherwise damaged, which of the following is the proper next step to take?

• A.Reassemble the iPhone and replace whole unit.
• B.Reassemble the iPhone and return it to the customer.
• C.Remove the battery carefully, then replace it.
• D.Turn on the device and run it until the battery is below 50 percent charge, then replace the battery carefully.

What should be used to properly clean and restore an ESD mat?

• A.Distilled or bottled water
• B.Any solvent based cleaner
• C.Lint-free cloth
• D.A cleaner that is specifically designed for ESD mats