Halloween Special Sale Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: buysanta

Exact2Pass Menu

Login / Register

Question # 4

Drag the customer statement to its ideal response.

To make a correction, drag the statement you want to use on top of the statement you want to replace.

Full Access
Question # 5

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.)

A.

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.

B.

Nothing. The customer is just an unreasonable person. Carlos has no control over the policy, and she has to accept that.

C.

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.

D.

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.

E.

Carlos should have let the customer know that he is not authorized to override the cost of the replacement.

Full Access
Question # 6

Which of the following summarizes a customer's concerns without simply repeating what the customer said?

A.

evaluating

B.

listening

C.

reflecting

D.

parroting

Full Access
Question # 7

Which of the following expresses empathy rather than sympathy?

A.

I feel so sorry for you. I bet you feel disappointed.

B.

Poor you! You must feel awful.

C.

Oh, what a pity! This must make you feel disappointed.

D.

I am sorry this happened to you. I can see why you may be disappointed

Full Access
Question # 8

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

B.

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

C.

Customers replace far fewer parts than service technicians.

D.

Customers are more careful because it is their own device.

Full Access
Question # 9

Elizabeth would rather not answer phone calls using her iMac. Where in macOS can Elizabeth turn off iPhone Cellular Calls?

A.

Turn off iPhone Cellular Calls in iCloud preferences.

B.

Turn off iPhone Cellular Calls in System Preferences.

C.

Turn off iPhone Cellular Calls in FaceTime preferences.

D.

Turn off iPhone Cellular Calls in Messages preferences.

Full Access
Question # 10

April states she would like to use the cellular network from her iPhone to access the Internet for free on her Mac. What true statement can you give April?

A.

"Personal Hotspot can come with additional charges. You should contact your carrier."

B.

"You must enable Personal Hotspot on your iPhone before the feature can work for free."

C.

"Personal Hotspot only works on CDMA networks."

D.

"Personal Hotspot is a great way to access the Internet for free!"

Full Access