APPLE CERTIFICATION LATEST EXAM TEST 2026/2027
QUESTIONS AND SOLUTIONS RATED A+
✔✔What color torque drivers are there (4 drivers) - ✔✔Black, Blue, Green, and Gray
✔✔What is a flex connector? - ✔✔Flex connectors are found on the cameras and
displays as well as the batteries
✔✔What are ESD safe bags for? - ✔✔To store service parts during a repair, it helps
avoid unnecessary damage to parts
✔✔What is a coax connector? (Co-axe) - ✔✔Coax Connectors are used to connect
antena.
✔✔What are the two connectors on an iPhone? - ✔✔Flex connectors and coax
connectors
✔✔Key Points in Repairing all iPhones - ✔✔Review Service Guide documentation and
relevant take-apart videos before attempting a new procedure.
Identify, and have available, the correct tools described in the Service Guide or video.
Avoid using incorrect tools.
Keep careful track of parts and screws were removed and/or replaced to avoid using the
wrong screw or parts in the wrong place.
Do not overtighten screws, most service guides call for "finger tight."
If a procedure involves removing multiple parts, be sure to have sufficient static bags for
part storage.
✔✔Key Points in Servicing iPhone 5 and SE models - ✔✔Most Issues involving Touch
ID can be resolved without needing a hardware repair
All fingerprint information is encrypted and stored securely in the Secure Enclave; up to
5 fingerprints can be stored
Remember to remove all fingerprint data prior to servicing iPhone 5s and iPhone SE
Verify the iPhone passes all diagnostics and functional tests
For repairs that require it, complete the display and component calibration process
✔✔Servicing iPhone 6 models - ✔✔The original issue has been resolved
No new issues have been introduced during the repair
The iPhone passes required diagnostics
The iPhone passes all functional tests
For repairs that require it, complete the display and component calibration process
✔✔Best ways to prepare the customer - ✔✔"I am not sure this can be repaired."
"The fire damage is really extensive, this is not looking hopeful."
"Generally, this much water damage is quite serious."
"This system is eleven years old. It may have already had its best days."
,✔✔When would you ever have to refuse service to a customer? - ✔✔a device that has
been modified by an unauthorized service provider using non-Apple parts
a device with non-covered accidental damage
a device with no serial number
a legacy device that we no longer service
a customer has misperceptions about the products and services offered
✔✔Best way to say no to a customer - ✔✔When you must say "no," tell the customer
why and immediately offer "yes" options. Tell them what you CAN do.
Always offer some assistance or a way forward for the customer, rather than simply
shutting them down.
✔✔Key Points in Providing Solutions - ✔✔Avoid using stop words and phrases. This
can hijack a conversation and cause a customer to become defensive.
Approach recommendations in an empathetic, agreeable, and supportive manner.
When positioning refusals, tell the customer why and immediately say what you CAN
do.
✔✔Training is a Partnership - ✔✔Training is not a top-down, "I will speak/you will listen"
model, but a true partnership in which the learner collaborates with the trainer by asking
questions, adding their opinion and participating in demonstrations. Ask questions, such
as, "What do you think?" or "Your turn. Why don't you show me?"
✔✔Adults learn only what they do - ✔✔Whoever said, "I hear and I forget. I see and I
remember. I do and I understand," was a wise educator! Most adults are true
experiential learners, so let them perform the task. Showing them how to sync their
calendar is good but coaching them as they hold the iPhone and perform the sync is
much better.
✔✔Think like a Student - ✔✔Good trainers have true empathy. Understanding
technology is often difficult for adults who are successful in other areas. They have egos
and do not want to fail. They want to be endorsed. The two most powerful words in
teaching are, "That's right!"
✔✔Lead learning out - ✔✔Do not provide information to an adult as if they know
nothing. Respect them and ask leading questions that take them to the correct
conclusions. When they do, you can say, "That's right!"
✔✔Key Points in Educational Opportunities - ✔✔The four cornerstones of Adult
Learning are: training is a partnership, adults learn only what they do, think like a
student, and lead learning out.
Lead learning out means leveraging knowledge or skills already in place.
Let the customer drive! They should handle the device while you instruct, rather than
watch you handle it.
, When you use complicated technical language with customers, such as jargon,
computer science terms and phrases, etc., customers may feel intimidated. When your
language is over-simplified, customers may feel insulted.
When you tell a customer that they are mistaken, phrases like, "turns out" are very
useful.
Using analogies to better explain a concept is a good strategy for less technical
customers.
✔✔Key Points in Apple ID - ✔✔Apple IDs created for iTunes, iCloud and with new
device setup can be used with all Apple services.
Apple IDs can be set up without a payment method.
You must sign in with an Apple ID to use some Apple services.
It is recommended to use one Apple ID for all Apple services.
It is supported to use one Apple ID for iCloud services and a separate one for iTunes.
Use appleid.apple.com to manage your Apple ID.
Use iforgot.apple.com to reset a forgotten password, unlock your account, or recover an
Apple ID.
Two-step and two-factor authentication are available to add an extra layer of security for
your Apple ID.
✔✔Key Points in Partnering With the Customer - ✔✔Cautious words and phrases help
set accurate customer expectations.
Empathy is key to customer satisfaction as it helps you align with the customer and
helps avoid conflict with the customer.
Acknowledge, align and assure to demonstrate empathy.
Use apologies appropriately.
✔✔The five-step anger conflict management method - ✔✔1. Stay calm.
2. Show genuine empathy.
3. Try to find a way to say "You're right."
4. Describe how the specific behavior is affecting you.
5. Propose an approach that refocuses the discussion.
✔✔What types of information can be accessed using GSX? - ✔✔Internal versions of
public articles
Standard Operating Procedure (SOP) articles
Visual and Mechanical Inspection (VMI) guides
Service Guides
Integrated Troubleshooting charts
Service Videos
Escalations
✔✔Key Points in Resource Fundamentals - ✔✔The Apple Support site is a powerful
customer-facing resource.
Apple support articles are available to both technicians and customers and are a
valuable resource when searching for troubleshooting and installation instructions.
QUESTIONS AND SOLUTIONS RATED A+
✔✔What color torque drivers are there (4 drivers) - ✔✔Black, Blue, Green, and Gray
✔✔What is a flex connector? - ✔✔Flex connectors are found on the cameras and
displays as well as the batteries
✔✔What are ESD safe bags for? - ✔✔To store service parts during a repair, it helps
avoid unnecessary damage to parts
✔✔What is a coax connector? (Co-axe) - ✔✔Coax Connectors are used to connect
antena.
✔✔What are the two connectors on an iPhone? - ✔✔Flex connectors and coax
connectors
✔✔Key Points in Repairing all iPhones - ✔✔Review Service Guide documentation and
relevant take-apart videos before attempting a new procedure.
Identify, and have available, the correct tools described in the Service Guide or video.
Avoid using incorrect tools.
Keep careful track of parts and screws were removed and/or replaced to avoid using the
wrong screw or parts in the wrong place.
Do not overtighten screws, most service guides call for "finger tight."
If a procedure involves removing multiple parts, be sure to have sufficient static bags for
part storage.
✔✔Key Points in Servicing iPhone 5 and SE models - ✔✔Most Issues involving Touch
ID can be resolved without needing a hardware repair
All fingerprint information is encrypted and stored securely in the Secure Enclave; up to
5 fingerprints can be stored
Remember to remove all fingerprint data prior to servicing iPhone 5s and iPhone SE
Verify the iPhone passes all diagnostics and functional tests
For repairs that require it, complete the display and component calibration process
✔✔Servicing iPhone 6 models - ✔✔The original issue has been resolved
No new issues have been introduced during the repair
The iPhone passes required diagnostics
The iPhone passes all functional tests
For repairs that require it, complete the display and component calibration process
✔✔Best ways to prepare the customer - ✔✔"I am not sure this can be repaired."
"The fire damage is really extensive, this is not looking hopeful."
"Generally, this much water damage is quite serious."
"This system is eleven years old. It may have already had its best days."
,✔✔When would you ever have to refuse service to a customer? - ✔✔a device that has
been modified by an unauthorized service provider using non-Apple parts
a device with non-covered accidental damage
a device with no serial number
a legacy device that we no longer service
a customer has misperceptions about the products and services offered
✔✔Best way to say no to a customer - ✔✔When you must say "no," tell the customer
why and immediately offer "yes" options. Tell them what you CAN do.
Always offer some assistance or a way forward for the customer, rather than simply
shutting them down.
✔✔Key Points in Providing Solutions - ✔✔Avoid using stop words and phrases. This
can hijack a conversation and cause a customer to become defensive.
Approach recommendations in an empathetic, agreeable, and supportive manner.
When positioning refusals, tell the customer why and immediately say what you CAN
do.
✔✔Training is a Partnership - ✔✔Training is not a top-down, "I will speak/you will listen"
model, but a true partnership in which the learner collaborates with the trainer by asking
questions, adding their opinion and participating in demonstrations. Ask questions, such
as, "What do you think?" or "Your turn. Why don't you show me?"
✔✔Adults learn only what they do - ✔✔Whoever said, "I hear and I forget. I see and I
remember. I do and I understand," was a wise educator! Most adults are true
experiential learners, so let them perform the task. Showing them how to sync their
calendar is good but coaching them as they hold the iPhone and perform the sync is
much better.
✔✔Think like a Student - ✔✔Good trainers have true empathy. Understanding
technology is often difficult for adults who are successful in other areas. They have egos
and do not want to fail. They want to be endorsed. The two most powerful words in
teaching are, "That's right!"
✔✔Lead learning out - ✔✔Do not provide information to an adult as if they know
nothing. Respect them and ask leading questions that take them to the correct
conclusions. When they do, you can say, "That's right!"
✔✔Key Points in Educational Opportunities - ✔✔The four cornerstones of Adult
Learning are: training is a partnership, adults learn only what they do, think like a
student, and lead learning out.
Lead learning out means leveraging knowledge or skills already in place.
Let the customer drive! They should handle the device while you instruct, rather than
watch you handle it.
, When you use complicated technical language with customers, such as jargon,
computer science terms and phrases, etc., customers may feel intimidated. When your
language is over-simplified, customers may feel insulted.
When you tell a customer that they are mistaken, phrases like, "turns out" are very
useful.
Using analogies to better explain a concept is a good strategy for less technical
customers.
✔✔Key Points in Apple ID - ✔✔Apple IDs created for iTunes, iCloud and with new
device setup can be used with all Apple services.
Apple IDs can be set up without a payment method.
You must sign in with an Apple ID to use some Apple services.
It is recommended to use one Apple ID for all Apple services.
It is supported to use one Apple ID for iCloud services and a separate one for iTunes.
Use appleid.apple.com to manage your Apple ID.
Use iforgot.apple.com to reset a forgotten password, unlock your account, or recover an
Apple ID.
Two-step and two-factor authentication are available to add an extra layer of security for
your Apple ID.
✔✔Key Points in Partnering With the Customer - ✔✔Cautious words and phrases help
set accurate customer expectations.
Empathy is key to customer satisfaction as it helps you align with the customer and
helps avoid conflict with the customer.
Acknowledge, align and assure to demonstrate empathy.
Use apologies appropriately.
✔✔The five-step anger conflict management method - ✔✔1. Stay calm.
2. Show genuine empathy.
3. Try to find a way to say "You're right."
4. Describe how the specific behavior is affecting you.
5. Propose an approach that refocuses the discussion.
✔✔What types of information can be accessed using GSX? - ✔✔Internal versions of
public articles
Standard Operating Procedure (SOP) articles
Visual and Mechanical Inspection (VMI) guides
Service Guides
Integrated Troubleshooting charts
Service Videos
Escalations
✔✔Key Points in Resource Fundamentals - ✔✔The Apple Support site is a powerful
customer-facing resource.
Apple support articles are available to both technicians and customers and are a
valuable resource when searching for troubleshooting and installation instructions.
