Apple SVC-19A Exam Practice Test Instant Access

Question 1

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

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

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

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

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

Answer : A

Question 2

Diego is servicing an embedded battery and it begins to swell. Which of the following is the proper response by Diego?

AImmediately pour sand on the battery to cover it completely.

BEvacuate the room for fifteen minutes.

CRemove the swelling battery and move it to a fire-proof safety cabinet.

DWait to see if the battery stops swelling or continues to thermal event.

Answer : A

Question 3

When servicing devices with embedded batteries, your primary concern should be for your own safety and those around you.

Which of the following considerations are workstation requirements when servicing these devices? (Choose two.)

AKeep paper at least 1 feet (0.3m) away.

BKeep 8 to 10 cups of water within arms reach.

CAlways wear safety glasses when performing repair work.

DEnsure there is a water or an ABC/CO2fire extinguisher nearby.

EKeep combustible materials away from the work area.

Answer : C, E

Question 4

Which of the following statements are true when safely handling of batteries and portable computer case assemblies with built-in battery? (Choose three.)

ALift batteries or case assemblies using the battery cable.

BIf a battery is dropped, it can be reused after visual inspection.

CTechnicians should put on nitrile or lint free gloves when dealing with hot batteries.

DIf something unusual is noticed (such as an odor, swelling, discoloration, deformity or overheating), connect the device to a power outlet and run Diagnostics.

ENever attempt to separate or remove the battery from a case assembly that has a built-in battery.

FDo not expose lithium batteries to high temperatures.

GWhen performing a visual inspection, view the battery from about one foot away.

Answer : B, C, G

Question 5

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?

AEvaluating

BImitating

CListening

DReflecting

Answer : D

Question 6

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

AFolding arms

BFidgeting

CMaking eye contact

DOpening hands

EStanding straight

Answer : A, B

Question 7

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

AIf necessary, describe how the specific behavior affects the conversation.

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

CTry to find a way to say, ''You are right'' to endorse the customer.

DRepeat whatever the customer says.

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

Answer : B, C

Apple SVC-19A Apple Service Fundamentals Exam Practice Test