최신 SVC-19A 무료덤프 - Apple Service Fundamentals

문제1

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?

A. Evaluating

B. Reflecting

C. Imitating

D. Listening

정답: B

문제2

Which of the following statements is true of electrostatic discharge (ESD) damage?

A. ESD impacts microscopic pathways on the integrated circuits.

B. Conventional testing detects all damage caused by ESD.

C. Accidental ESD will result in fewer additional repairs on the same device.

D. ESD should ideally occur near active electronic systems.

정답: B

문제3

What should be used to properly clean and restore an ESD mat?

A. Any solvent based cleaner

B. A cleaner that is specifically designed for ESD mats

C. Lint-free cloth

D. Distilled or bottled water

정답: C

문제4

Which equipment is used to check if an AC power outlet is properly grounded?

A. A conductive workbench mat

B. A ground polarity tester

C. A grounding cord with alligator clips

D. A nylon probe tool (black stick)

정답: C

문제5

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 cleaning the display on a device after reassembly.

C. The technician is replacing a circuit board inside a device.

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

정답: C

문제6

Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

A. Speak loudly and clearly to make sure the customer knows you are in charge.

B. Try to find a way to say, "You are right" to endorse the customer.

C. Be sure to point out specific examples of where the customer is wrong about the issue.

D. Repeat whatever the customer says.

E. If necessary, describe how the specific behavior affects the conversation.

정답: B,C

문제7

Joanna is not convinced that taking ESD precautions makes any difference in repair quality. She states, "If Apple was really serious about ESD precautions, they would not instruct customers to simply touch metal before replacing customer-installable parts." Which of the following is the correct response to this statement?

A. Customers replace far fewer parts than service technicians.

B. Customers are more likely to understand ESD precautions than technicians are.

C. Customers can complete these part replacements more quickly, reducing the chance of ESD damage.

D. Customers are more careful because it is their own device.

정답: A

최신 SVC-19A 무료덤프 - Apple Service Fundamentals

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