Apple SVC-19A Exam Practice Test Instant Access

Question 1

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?

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

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

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

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

Answer : D

Question 2

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

AActively swelling batteries are not considered a safety concern.

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

CActively swelling batteries are unlikely to lead to thermal runaway.

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

Answer : D

Question 3

Select the best response to the following customer statement:

''My iPhone sparked when I tried to sync it.''

ASounds like you have a damaged sync cable. If the cable is damaged sparking can happen.

BI want to make sure we get a complete history of this issue. May I ask some specific troubleshooting questions?

CAre you sure you know how to sync an iPhone to a computer properly?

DAll electronics can make sparks, you must be experiencing static electricity.

Answer : B

Question 4

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

AReassemble the iPhone and replace whole unit.

BReassemble the iPhone and return it to the customer.

CTurn on the device and run it until the battery is below 50 percent charge, then replace the battery carefully.

DRemove the battery carefully, then replace it.

Answer : D

Question 5

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?

ARecording notes

BFocusing on the customer

CInterrupting

DSmiling

Answer : C

Question 6

Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

AIf necessary, describe how the specific behavior affects the conversation.

BBe sure to point out specific examples of where the customer is wrong about the issue.

CTry to find a way to say, ''You are right'' to endorse the customer.

DRepeat whatever the customer says.

ESpeak loudly and clearly to make sure the customer knows you are in charge.

Answer : B, C

Question 7

Confrontational phrasing is always a mistake but some phrases are poorer than others. Which of the following confrontational phrases is most likely to cause a conflicted conversation?

AYour iPhone only has one speaker on the bottom.

BIt turns out your iPhone only has one speaker on the bottom.

CThere is just one speaker on the iPhone.

DYou are wrong. Your iPhone only has one speaker on the bottom.

Answer : D

Apple SVC-19A Apple Service Fundamentals Exam Practice Test