Apple Service Fundamentals Exam | latest | with 127 questions and answers

Apple Service Fundamentals Exam | latest | with 127 questions and answers Position Permission Probe Check for Understanding - Name the four probing skill steps Explaining what you want to do and why - Position means ? gaining consent before asking questions (verbal and nonverbal consent applies) - Permission means? a question or request for information, may be an open or closed form. - 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 - An open probe encourages what? reflect or rephrase what the customer says (don't repeat verbatim) - To check for understanding its best to....? Prioritize the customer over the issue. - When beginning a customer interaction its best to ...? Start the call with a smile. - The most important thing to remember about phone interactions is? 140 wpm - The best pacing of voice when dealing with phone customers is ? Inflection Body language - What factors can change the meaning of spoken words? The tone or pitch of the voice when speaking - Intonation is ? The literal meaning of a spoken word - Denotation The idea or feeling a spoken word gives to the listener. - Connotation Words that can make a customer become defensive or feel accused. Avoid Damaged Failed Warning Abuse You Misuse - What is a stop word? correct positioning of the repair option. - The key to getting a repair recommendation accepted is ? start with a limited number of options. - When positioning a repair suggestion you should always ...? an opportunity - A repair recommendation should be presented as ? set definite expectation at check in. - To avoid unrealistic customer expectations you should? In an agreeable, empathetic, and supportive manner. - The Technician should always approach repair recommendations ...? clearly explain why and immediately say what he can do. - 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. - Reasons to refuse a service request. Always try to provide a way forward for the customer. - The key to good service positioning is ? Training is a Partnership Adults learn by doing Think like a student Lead learning out - Name the four cornerstones of adult learning. leveraging prior knowledge or skills already in place. - The technique of Lead Learning Out stresses..? provide encouraging feedback: "Thats Right" "Great Job" "Now you're getting it." - One of the best practices when teaching an adult is? What Why Next step is... - When explaining a new concept its best to use what three guidepost? Be completely honest Set Realistic goals - Two key aspects of partnering with the customer are? Expectation are not met. - Customers become disappointed when? Set generous margins in terms of time and effectiveness. - When suggesting repairs it is key to ? The ability to understand how another person feels. - Empathy is defined as ? Acknowledge or recognize the others point of view. Align with the party to let them know you are on their side. Assure the person that you are interested in solving their concern. - There are three steps involved in being empathetic, which are? "I know how you feel..." - A term that should be avoided when dealing with empathetic situations is ...? Feel felt