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  • Exam Name: Apple Service Fundamentals Exam
  • Last Update: 08-Oct-2024
  • Questions and Answers: 70
  • Single Choice: 46 Q&A's
  • Multiple Choice: 20 Q&A's
  • Drag Drop: 4 Q&A's

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SVC-19A Questions and Answers

Question # 1

Which of the following gestures should be avoided when welcoming a customer? (Choose two.)

A.

Folding arms

B.

Fidgeting

C.

Making eye contact

D.

Opening hands

E.

Standing straight

Question # 2

Select the statement that appropriately sets customer expectations when fixing an issue.

A.

"Repairing this component is easy. We never fail to do it in less than four hours."

B.

"I promise to have the product ready by midday tomorrow."

C.

"We currently do not have that part in stock. I can call you as soon as the part arrives."

D.

"Our courier always delivers on time."

Question # 3

Which of the following customer statements would alert you to a safety issue? (Choose two.)

A.

My iPhone flashed and sparked when I tried to charge it.

B.

The corner of my iPad is badly bent.

C.

My iPhone has fluctuating sound levels. Sometimes it is deafening.

D.

The screen is too bright. It hurts my eyes.

E.

My new Apple Watch makes me itchy and my wrist is red and irritated.

F.

The home button on my iPhone seems to have sunk.

Question # 4

In the systematic troubleshooting approach, which of the following statements is true about isolating an issue?

A.

Asking the customer to reproduce an issue can help determine if the issue is with the device.

B.

If an issue cannot be reproduced, it is likely a hardware issue.

C.

Replacing an internal component will determine if the issue is related to environment.

D.

Basing a conclusion on past experience with similar issues is a proven troubleshooting method.

Question # 5

In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?

A.

The technician is conducting a current test on a device.

B.

The technician is working on a device that is plugged in to AC power.

C.

The technician is cleaning the display on a device after reassembly.

D.

The technician is replacing a circuit board inside a device.

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