SVC-19A試験無料問題集（70題）「Apple Service Fundamentals 認定」

出題：1

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

A. Try to find a way to say, "You are right" to endorse the customer.

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

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

D. If necessary, describe how the specific behavior affects the conversation.

E. Repeat whatever the customer says.

正解：A,C 解答を投票する

出題：2

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

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

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

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

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

正解：D 解答を投票する

出題：3

When evaluating an issue, which of the following is an empathetic and supportive closed question about updating software on an iOS device?

A. Updating your software is extremely easy, why haven't you done so?

B. You do know you should always update your software, correct?

C. How to update your software is in the iPhone User's guide, why didn't you read it before using this phone?

D. I notice that your iPhone software is not up to date; would you like me to walk you through updating the software?

正解：D 解答を投票する

出題：4

Drag the statement to its corresponding customer experience skill.
To make a correction, drag the statement you want to use on top of the statement you want to replace.

正解：

Explanation

出題：5

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

A. "I'm sorry to hear that."

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

C. "I can understand why you are upset."

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

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

F. "Calm down. You are being ridiculous."

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

正解：A,C,D 解答を投票する

出題：6

Please refer to the following information to answer the questions on the right.
Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.
She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.
Based on the information Debra gave you and what you have observed, what is a logical question to ask next?

A. Do you have the same issue when charging with the power adapter that came with your iPad Pro?

B. Are you aware of any other ways you can charge an iPad Pro, like using a computer?

C. Did you try to plug in the power adapter to a different wall socket in your home?

D. Have you tried charging with a different USB to Lightning cable?

正解：D 解答を投票する

出題：7

John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon for the app he is using appear in macOS.
What troubleshooting step should John try first?

A. Verify that iPhone Cellular Calls are turned on in System Preferences > Network.

B. Reset Network Settings on iPhone.

C. Verify that both devices have Wi-Fi turned on.

D. Verify that both devices are connected to a Wi-Fi network using WPA2 security.

正解：C 解答を投票する

SVC-19A試験無料問題集「Apple Service Fundamentals 認定」