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

出題：1

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：2

Please refer to the following information to answer the questions on the right.
Rachel is starting a repair on a three-year-old MacBook Pro.
After opening the device, she takes some time to visually inspect the top case assembly with battery.
During an embedded battery inspection which of the following issues should Rachel look for? (Choose two.)

A. Battery-compliance shipping label

B. Updated battery firmware

C. Dot imprints

D. Battery is the correct color

E. Scratches

正解：C,E 解答を投票する

出題：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."

A. Stay calm.

B. Try to find a way to say "You're right."

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

D. Describe how the customer is incorrect about the specific issue.

E. Propose an approach that refocuses the discussion.

正解：E 解答を投票する

出題：4

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 of the following skills would help Baron verify that he understood the issue that Lucille described?

A. Evaluating

B. Reflecting

C. Imitating

D. Listening

正解：B 解答を投票する

出題：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 two of the following behaviors will not help Baron understand Lucille's issue? (Choose two.)

A. Immediately suggest a solution to Lucille.

B. Try to prove that Lucille is wrong about the issue.

C. Use appropriate body language to acknowledge Lucille's issue.

D. Reflect what Lucille says.

E. Remain silent until Lucille is done.

正解：A,B 解答を投票する

出題：6

Examine the image.

Which feature in macOS is opened by clicking on this dock icon?

A. Finder

B. Launchpad

C. Spotlight

D. System Preferences

正解：B 解答を投票する

出題：7

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?

A. Do you find that you are driving in a car when these dropped calls occur?

B. How is the rest of your experience with the iPhone, aside from the dropped calls?

C. Are you in an elevator or a parking garage when the iPhone drops the calls?

D. Could you please tell me about the situations when your iPhone drops calls?

正解：D 解答を投票する

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