Apple Service Fundamentals PASSED Actual Exam Questions and CORRECT Answers
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Course
Apple Service Fundamentals
Institution
Apple Service Fundamentals
Apple Service Fundamentals PASSED
Actual Exam Questions and CORRECT
Answers
Name the four probing skill steps - CORRECT ANSWER- Position
Permission
Probe
Check for Understanding
Position means ? - CORRECT ANSWER- Explaining what you want to do and why
Apple Service Fundamentals PASSED
Actual Exam Questions and CORRECT
Answers
Name the four probing skill steps - CORRECT ANSWER✔✔- Position
Permission
Probe
Check for Understanding
Position means ? - CORRECT ANSWER✔✔- Explaining what you want to do and why
Permission means? - CORRECT ANSWER✔✔- gaining consent before asking questions
(verbal and nonverbal consent applies)
Define a Probe - CORRECT ANSWER✔✔- a question or request for information, may be an
open or closed form.
An open probe encourages what? - CORRECT ANSWER✔✔- An open probe encourages
the customer to speak freely, a closed probe limits the responses to yes, no, or a specific
response
To check for understanding its best to....? - CORRECT ANSWER✔✔- reflect or rephrase
what the customer says (don't repeat verbatim)
When beginning a customer interaction its best to ...? - CORRECT ANSWER✔✔- Prioritize
the customer over the issue.
The most important thing to remember about phone interactions is? - CORRECT
ANSWER✔✔- Start the call with a smile.
The best pacing of voice when dealing with phone customers is ? - CORRECT
ANSWER✔✔- 140 wpm
,What factors can change the meaning of spoken words? - CORRECT ANSWER✔✔-
Inflection
Body language
Intonation is ? - CORRECT ANSWER✔✔- The tone or pitch of the voice when speaking
Denotation - CORRECT ANSWER✔✔- The literal meaning of a spoken word
Connotation - CORRECT ANSWER✔✔- The idea or feeling a spoken word gives to the
listener.
What is a stop word? - CORRECT ANSWER✔✔- Words that can make a customer become
defensive or feel accused.
Avoid
Damaged
Failed
Warning
Abuse
You
Misuse
The key to getting a repair recommendation accepted is ? - CORRECT ANSWER✔✔-
correct positioning of the repair option.
When positioning a repair suggestion you should always ...? - CORRECT ANSWER✔✔-
start with a limited number of options.
A repair recommendation should be presented as ? - CORRECT ANSWER✔✔- an
opportunity
, To avoid unrealistic customer expectations you should? - CORRECT ANSWER✔✔- set
definite expectation at check in.
The Technician should always approach repair recommendations ...? - CORRECT
ANSWER✔✔- In an agreeable, empathetic, and supportive manner.
When positioning a service refusal the technician should ? - CORRECT ANSWER✔✔-
clearly explain why and immediately say what he can do.
Reasons to refuse a service request. - CORRECT ANSWER✔✔- Device has been modified.
Non-covered accidental damage
no device serial number
legacy device out of service term
misconceptions about service coverage.
The key to good service positioning is ? - CORRECT ANSWER✔✔- Always try to provide
a way forward for the customer.
Name the four cornerstones of adult learning. - CORRECT ANSWER✔✔- Training is a
Partnership
Adults learn by doing
Think like a student
Lead learning out
The technique of Lead Learning Out stresses..? - CORRECT ANSWER✔✔- leveraging prior
knowledge or skills already in place.
One of the best practices when teaching an adult is? - CORRECT ANSWER✔✔- provide
encouraging feedback:
"Thats Right"
"Great Job"
"Now you're getting it."
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