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SVC-19A
Apple Service Fundamentals Exam Questions and Answers

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Questions # 1:

Which of the following summarizes a customer's concerns without simply repeating what the customer said?

Options:

evaluating

listening

reflecting

parroting

Answer

Explanation

References:

Questions # 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.)

Options:

Updated battery firmware

Dot imprints

Battery is the correct color

Scratches

Battery-compliance shipping label

Answer

B, D

Questions # 3:

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?

Options:

Customers can complete these part replacements more quickly, reducing the chance of ESD damage.

Customers are more likely to understand ESD precautions than technicians are.

Customers replace far fewer parts than service technicians.

Customers are more careful because it is their own device.

Answer

Explanation

References:

Questions # 4:

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.

From the following, which are part of the 5-step conflict resolution model? (Choose two.)

Options:

“l can prove to you exactly how you are wrong about this issue.”

“Is this really the same issue? Might it be a different issue?”

“Calm down!”

“If I can ask some questions about the last repair and what has occurred since then, I can figure out what the appropriate next step is. I might be able to suggest a solution. Does that sound okay, Hannah?"

“Though your frustration is understandable, we are in a family-friendly environment so I am going to have to ask you to be mindful of the language you are using.”

“Are you sure your children didn't do something to it?”

Answer

C, D

Questions # 5:

Which of the following expresses empathy rather than sympathy?

Options:

I feel so sorry for you. I bet you feel disappointed.

Poor you! You must feel awful.

Oh, what a pity! This must make you feel disappointed.

I am sorry this happened to you. I can see why you may be disappointed

Answer

Questions # 6:

Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose two.)

Options:

Clean ESD mats regularly.

Apply a display protective cover on top of physically damaged displays.

Avoid synthetic materials into the work area.

Use a battery cover whenever the case is removed from the device.

Discard used screws.

Answer

A, C

Questions # 7:

Which of the following statements is true of electrostatic discharge (ESD) damage?

Options:

Conventional testing detects all damage caused by ESD.

ESD should ideally occur near active electronic systems.

Accidental ESD will result in fewer additional repairs on the same device.

ESD impacts microscopic pathways on the integrated circuits.

Answer

Explanation

References:

Questions # 8:

Diego is servicing an embedded battery and it begins to swell. Which of the following is the proper response by Diego?

Options:

Immediately pour sand on the battery to cover it completely.

Evacuate the room for fifteen minutes.

Remove the swelling battery and move it to a fire-proof safety cabinet.

Wait to see if the battery stops swelling or continues to thermal event.

Answer

Questions # 9:

Which of the following is an important factor when beginning to troubleshoot a customer issue?

Options:

Gaining agreement on the issue to be resolved.

Assume that the customer does not know how to use the product.

Providing solutions in the shortest amount of time.

Promoting new products.

Answer

Questions # 10:

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?