Apple Service Fundamentals Exam Questions and Answers with Complete Solutions | 2024

Apple Service Fundamentals Exam Questions and Answers with Complete Solutions | 2024 Position Permission Probe Check for Understanding - ANSWER Name the four probing skill steps Explaining what you want to do and why - ANSWER Position means ? gaining consent before asking questions (verbal and nonverbal consent applies) - ANSWER Permission means? a question or request for information, may be an open or closed form. - ANSWER Define a Probe An open probe encourages the customer to speak freely, a closed probe limits the responses to yes, no, or a specific response - ANSWER An open probe encourages what? reflect or rephrase what the customer says (don't repeat verbatim) - ANSWER To check for understanding its best to....? Prioritize the customer over the issue. - ANSWER When beginning a customer interaction its best to ...? Start the call with a smile. - ANSWER The most important thing to remember about phone interactions is? 140 wpm - ANSWER The best pacing of voice when dealing with phone customers is ? Inflection Body language - ANSWER What factors can change the meaning of spoken words? The tone or pitch of the voice when speaking - ANSWER Intonation is ? The literal meaning of a spoken word - ANSWER Denotation The idea or feeling a spoken word gives to the listener. - ANSWER Connotation Words that can make a customer become defensive or feel accused. Avoid Damaged Failed Warning Abuse You Misuse - ANSWER What is a stop word? correct positioning of the repair option. - ANSWER The key to getting a repair recommendation accepted is ? start with a limited number of options. - ANSWER When positioning a repair suggestion you should always ...? an opportunity - ANSWER A repair recommendation should be presented as ? set definite expectation at check in. - ANSWER To avoid unrealistic customer expectations you should? In an agreeable, empathetic, and supportive manner. - ANSWER The Technician should always approach repair recommendations ...? clearly explain why and immediately say what he can do. - ANSWER When positioning a service refusal the technician should ? Device has been modified. Non -covered accidental damage no device serial number legacy device out of service term misconceptions about service coverage. - ANSWER Reasons to refuse a service request. Always try to provide a way forward for the customer. - ANSWER The key to good service positioning is ? Training is a Partnership Adults learn by doing Think like a student Lead learning out - ANSWER Name the four cornerstones of adult learning. leveraging prior knowledge or skills already in place. - ANSWER The technique of Lead Learning Out stresses..? provide encouraging feedback: "Thats Right" "Great Job" "Now you're getting it." - ANSWER One of the best practices when teaching an adult is? What Why Next step is... - ANSWER When explaining a new concept its best to use what three guidepost? Be completely honest