Apple Service Fundamentals UPDATED
Actual Exam Questions and CORRECT
Answers
Position
Permission
Probe
Check for Understanding - CORRECT ANSWER✔✔- Name the four probing skill steps
Explaining what you want to do and why - CORRECT ANSWER✔✔- Position means ?
gaining consent before asking questions (verbal and nonverbal consent applies) - CORRECT
ANSWER✔✔- Permission means?
a question or request for information, may be an open or closed form. - CORRECT
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 - CORRECT ANSWER✔✔- An open probe encourages what?
reflect or rephrase what the customer says (don't repeat verbatim) - CORRECT
ANSWER✔✔- To check for understanding its best to....?
Prioritize the customer over the issue. - CORRECT ANSWER✔✔- When beginning a
customer interaction its best to ...?
Start the call with a smile. - CORRECT ANSWER✔✔- The most important thing to
remember about phone interactions is?
140 wpm - CORRECT ANSWER✔✔- The best pacing of voice when dealing with phone
customers is ?
,Inflection
Body language - CORRECT ANSWER✔✔- What factors can change the meaning of spoken
words?
The tone or pitch of the voice when speaking - CORRECT ANSWER✔✔- Intonation is ?
The literal meaning of a spoken word - CORRECT ANSWER✔✔- Denotation
The idea or feeling a spoken word gives to the listener. - CORRECT ANSWER✔✔-
Connotation
Words that can make a customer become defensive or feel accused.
Avoid
Damaged
Failed
Warning
Abuse
You
Misuse - CORRECT ANSWER✔✔- What is a stop word?
correct positioning of the repair option. - CORRECT ANSWER✔✔- The key to getting a
repair recommendation accepted is ?
start with a limited number of options. - CORRECT ANSWER✔✔- When positioning a
repair suggestion you should always ...?
an opportunity - CORRECT ANSWER✔✔- A repair recommendation should be presented as
?
set definite expectation at check in. - CORRECT ANSWER✔✔- To avoid unrealistic
customer expectations you should?
, In an agreeable, empathetic, and supportive manner. - CORRECT ANSWER✔✔- The
Technician should always approach repair recommendations ...?
clearly explain why and immediately say what he can do. - CORRECT 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. - CORRECT ANSWER✔✔- Reasons to refuse a
service request.
Always try to provide a way forward for the customer. - CORRECT ANSWER✔✔- The key
to good service positioning is ?
Training is a Partnership
Adults learn by doing
Think like a student
Lead learning out - CORRECT ANSWER✔✔- Name the four cornerstones of adult learning.
leveraging prior knowledge or skills already in place. - CORRECT ANSWER✔✔- The
technique of Lead Learning Out stresses..?
provide encouraging feedback:
"Thats Right"
"Great Job"
"Now you're getting it." - CORRECT ANSWER✔✔- One of the best practices when teaching
an adult is?
What
Why
Actual Exam Questions and CORRECT
Answers
Position
Permission
Probe
Check for Understanding - CORRECT ANSWER✔✔- Name the four probing skill steps
Explaining what you want to do and why - CORRECT ANSWER✔✔- Position means ?
gaining consent before asking questions (verbal and nonverbal consent applies) - CORRECT
ANSWER✔✔- Permission means?
a question or request for information, may be an open or closed form. - CORRECT
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 - CORRECT ANSWER✔✔- An open probe encourages what?
reflect or rephrase what the customer says (don't repeat verbatim) - CORRECT
ANSWER✔✔- To check for understanding its best to....?
Prioritize the customer over the issue. - CORRECT ANSWER✔✔- When beginning a
customer interaction its best to ...?
Start the call with a smile. - CORRECT ANSWER✔✔- The most important thing to
remember about phone interactions is?
140 wpm - CORRECT ANSWER✔✔- The best pacing of voice when dealing with phone
customers is ?
,Inflection
Body language - CORRECT ANSWER✔✔- What factors can change the meaning of spoken
words?
The tone or pitch of the voice when speaking - CORRECT ANSWER✔✔- Intonation is ?
The literal meaning of a spoken word - CORRECT ANSWER✔✔- Denotation
The idea or feeling a spoken word gives to the listener. - CORRECT ANSWER✔✔-
Connotation
Words that can make a customer become defensive or feel accused.
Avoid
Damaged
Failed
Warning
Abuse
You
Misuse - CORRECT ANSWER✔✔- What is a stop word?
correct positioning of the repair option. - CORRECT ANSWER✔✔- The key to getting a
repair recommendation accepted is ?
start with a limited number of options. - CORRECT ANSWER✔✔- When positioning a
repair suggestion you should always ...?
an opportunity - CORRECT ANSWER✔✔- A repair recommendation should be presented as
?
set definite expectation at check in. - CORRECT ANSWER✔✔- To avoid unrealistic
customer expectations you should?
, In an agreeable, empathetic, and supportive manner. - CORRECT ANSWER✔✔- The
Technician should always approach repair recommendations ...?
clearly explain why and immediately say what he can do. - CORRECT 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. - CORRECT ANSWER✔✔- Reasons to refuse a
service request.
Always try to provide a way forward for the customer. - CORRECT ANSWER✔✔- The key
to good service positioning is ?
Training is a Partnership
Adults learn by doing
Think like a student
Lead learning out - CORRECT ANSWER✔✔- Name the four cornerstones of adult learning.
leveraging prior knowledge or skills already in place. - CORRECT ANSWER✔✔- The
technique of Lead Learning Out stresses..?
provide encouraging feedback:
"Thats Right"
"Great Job"
"Now you're getting it." - CORRECT ANSWER✔✔- One of the best practices when teaching
an adult is?
What
Why
