Free Apple Service Fundamentals Exam SVC-19A Exam Practice Test

Please refer to the following information to answer the questions on the right.Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.Based on the information Debra gave you and what you have observed, what is a logical question to ask next?

• Did you try to plug in the power adapter to a different wall socket in your home?
• Do you have the same issue when charging with the power adapter that came with your iPad Pro?
• Have you tried charging with a different USB to Lightning cable?
• Are you aware of any other ways you can charge an iPad Pro, like using a computer?

Please refer to the following information to answer the questions on the right.Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.Once Hannah returned home with the iMac, the sound issue occurred again.Hannah has returned. She is angry and she is cursing at the technician.From the following, which are part of the 5-step conflict resolution model? (Choose two.)

• ''You are right, Hannah. I can see the repair history says you picked up the computer this morning.''
• 'I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help.'
• ''I feel sorry for you. You had to drive all the way back here.''
• ''Are you sure your children didn't do something to it?''
• ''Is this really the same issue? Might it be a different issue?''

Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose two.)

• Clean ESD mats regularly.
• Apply a display protective cover on top of physically damaged displays.
• Avoid synthetic materials into the work area.
• Use a battery cover whenever the case is removed from the device.
• Discard used screws.

Please refer to the following information to answer the questions on the right.Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron.Which of the following skills would help Baron verify that he understood the issue that Lucille described?

• Evaluating
• Imitating
• Listening
• Reflecting

Helena dropped her iPhone 8 and shattered the display. Her technician, Carlos, aligned with her disappointment and assured her that he could get it fixed that day. She began crying and asked to speak to a manager. What should Carlos have done to keep the situation from escalating? (Choose two.)

• Carlos should have built rapport with his customer by getting to know her as a person. He may have found out that something frustrating happened before coming in to the store, and she is already upset.
• Nothing. The customer is just an unreasonable person. Carlos has no control over the policy, and she has to accept that.
• Carlos should have acknowledged how important it is to have a working iPhone, especially because it is more than just a phone to most people.
• Carlos should have brought in a manager as soon as he saw that it was accidental damage. These situations never go well, and they usually end in a manager giving the repair to the customer for free.
• Carlos should have let the customer know that he is not authorized to override the cost of the replacement.

You suspect that the issue Darla describes is a result of how she is using her iPhone. Which of the following is an empathetic and supportive closed question to ask?

• Why didn't you review the iPhone User Guide before you tried to use your phone?
• Do you realize how you are using the iPhone is causing your issue?
• That is not the correct way of using the iPhone; do you need a demonstration?
• Do you mind if I show you a couple of ways I learned to use the iPhone?

How would you define a 'positive no' to a co-worker?

• Lead with a positive then switch to a negative, such as, ''Definitely not.''
• It's leading with ''no'' and not engaging in any further conversation with the customer.
• It is a way to correct a customer by informing them of what you can do.
• You say no with a positive voice inflection.

Which of the following expresses empathy rather than sympathy?

• I feel so sorry for you. I bet you feel disappointed.
• Poor you! You must feel awful.
• Oh, what a pity! This must make you feel disappointed.
• I am sorry this happened to you. I can see why you may be disappointed

Laura is performing a visual inspection of an embedded battery. What kinds of cosmetic issues should she look for? (Choose two.)

• UPC Code
• Apple product serial number
• IATA complice label
• Scratches
• QR Code
• Apple logo
• Dents or dot imprints

Which of the following features of iOS require an Apple ID to use?

• Maps
• Game Center
• Siri
• Split View