SVC-19A Practice Exam Questions and Answers

A.  

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

B.  

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

C.  

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

D.  

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

A.  

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

B.  

Poor you! You must feel awful.

C.  

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

D.  

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

A.  

Obtain the customer’s warranty status.

B.  

Check for understanding.

C.  

Gather more information about an issue.

D.  

Greet the customer.

A.  

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

B.  

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

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?

A.  

The device is out of warranty.

B.  

The technician does not feel like helping the customer.

C.  

The customer wants to purchase a new device.

D.  

The customer is misinformed about service options.

E.  

The device is an obsolete device that we no longer service.

F.  

The device is eligible for repair.

G.  

Apple introduces new product.

A.  

ESD damage may not appear immediately.

B.  

ESD happens only to inexperienced technicians.

C.  

ESD only occurs in very rare circumstances.

D.  

ESD damage is really not as bad as everyone thinks.

A.  

Turn off iPhone Cellular Calls in iCloud preferences.

B.  

Turn off iPhone Cellular Calls in System Preferences.

C.  

Turn off iPhone Cellular Calls in FaceTime preferences.

D.  

Turn off iPhone Cellular Calls in Messages preferences.

A.  

"Repairing this component is easy. We never fail to do it in less than four hours."

B.  

"I promise to have the product ready by midday tomorrow."

C.  

"We currently do not have that part in stock. I can call you as soon as the part arrives."

D.  

"Our courier always delivers on time."

A.  

Maps

B.  

Game Center

C.  

Siri

D.  

Split View

A.  

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

B.  

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

C.  

Verify that both devices have Wi-Fi turned on.

D.  

Reset Network Settings on iPhone.