SVC-19A Apple Service Fundamentals Exams demo
QUESTION 4
Which of the following is a valid ESD safety precaution?
A. You should place ESD-sensitive circuits on top of metal work surfaces.
B. Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.
C. Do not wear polyester clothing while working on ESD sensitive components.
D. Always handle logic board by grasping the heat sinks.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: http://www.peachpit.com/articles/article.aspx?p=759704
QUESTION 5
A computer service technician says, "I don't use ESD precautions and have never had a problem."
96CE4376707A97CE80D4B1916F054522
Which of the following is the correct response to this statement?
A. ESD damage may not appear immediately.
B. ESD happens only to inexperienced technicians.
C. ESD only occurs in very rare circumstances.
D. ESD damage is really not as bad as everyone thinks.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://electronics.stackexchange.com/questions/2945/should-i-be-worried-about-electro-staticdischarge
QUESTION 6
Which of the following statements are correct when considering the effects of ESD damage on a given
product? (Choose two.)
A. ESD damage might immediately affect the equipment.
B. ESD damage presents itself within an hour of discharge.
C. ESD damage invariably prevents equipment from powering on.
D. Not all internal assemblies with circuit boards are ESD sensitive.
E. ESD damage might only show itself as an intermittent failure at a later time.
Correct Answer: AD
Section: (none)
Explanation
Explanation/Reference:
Reference: https://electronics.stackexchange.com/questions/2945/should-i-be-worried-about-electro-staticdischarge
QUESTION 7
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)
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
QUESTION 8
After iCloud Backup has been turned on, iCloud can automatically back up the iOS device each day over Wi-Fi.
Which of the following criteria must be met before these daily backups can be made automatically?
A. iTunes is open on the host computer.
96CE4376707A97CE80D4B1916F054522
B. The iOS device is plugged into the host computer via USB.
C. The iOS device is in Airplane Mode.
D. The iOS device is connected to a power source.
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT203977
QUESTION 9
Which of the following features of iOS require an Apple ID to use?
A. Maps
B. Game Center
C. Siri
D. Split View
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT202659
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!"
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
QUESTION 11
Which of the following are required to setup iTunes backup with an iPhone 8? (Сhoose two.)
A. Encrypted volume on Mac or PC
B. Lightning to USB Cable
C. iCloud account
D. Computer compatible with iTunes
E. iTunes Store account
Correct Answer: CE
Section: (none)
Explanation
96CE4376707A97CE80D4B1916F054522
Explanation/Reference:
Reference: https://support.apple.com/guide/itunes/back-up-your-ios-or-ipados-device-itns3280/windows
QUESTION 12
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.
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
QUESTION 13
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.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://discussions.apple.com/thread/6836476
QUESTION 14
Which of the following is an ESD precaution that must be taken when working with Apple devices?
A. Use polyester foam mats to ground the workbench.
B. Do not place internal components on metal surfaces.
C. Pick up circuit boards using their connectors.
D. When handling internal components, wear synthetic materials.
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: http://www.peachpit.com/articles/article.aspx?p=760956
QUESTION 15
What are the features of using iCloud as a backup method for an iOS device?
A. Always encrypts backups.
B. Backups can be encrypted or un-encrypted.
96CE4376707A97CE80D4B1916F054522
C. Offers up to 200 TB of storage.
D. The customer can make backups over cellular networks.
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.pcworld.com/article/2154792/backups-via-icloud-or-itunes-the-crucial-differences-thataffect-
your-data.html
QUESTION 16
What should be used to properly clean and restore an ESD mat?
A. Any solvent based cleaner
B. Distilled or bottled water
C. Lint-free cloth
D. A cleaner that is specifically designed for ESD mats
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.ultrastatinc.com/electramat.html
QUESTION 17
John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon
for the app he is using appear in macOS.
What troubleshooting step should John try first?
A. Verify that both devices are connected to a Wi-Fi network using WPA2 security.
B. Verify that iPhone Cellular Calls are turned on in System Preferences > Network.
C. Verify that both devices have Wi-Fi turned on.
D. Reset Network Settings on iPhone.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/guide/mac-help/hand-off-between-devices-mchl732d3c0a/mac
QUESTION 18
Which of the following statements is true of electrostatic discharge (ESD) damage?
A. Conventional testing detects all damage caused by ESD.
B. ESD should ideally occur near active electronic systems.
C. Accidental ESD will result in fewer additional repairs on the same device.
D. ESD impacts microscopic pathways on the integrated circuits.
Correct Answer: A
Section: (none)
Explanation
96CE4376707A97CE80D4B1916F054522
Explanation/Reference:
Reference: https://www.rs-online.com/designspark/what-is-esd-and-what-damages-can-it-cause
QUESTION 19
Which of the following iPhones support using Memoji?
A. iPhone X
B. iPhone 7
C. iPhone 8
D. iPhone 6s
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.quora.com/Does-Memoji-work-on-all-devices-updated-to-iOS-12
QUESTION 20
Which of the following is an ESD precaution according to Apple standards?
A. Safety apron made of synthetic fibers should be worn.
B. The relative humidity in a work area should be lower than 50 percent.
C. An ionized air generator can be used instead of grounding a work area.
D. A person working on an ESD-sensitive circuit should not be touched.
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
QUESTION 21
What requirements are needed for iCloud to automatically back up an iOS device each day? (Choose two.)
A. The device has two-factor authentication turned on.
B. The device is powered off.
C. The device is updated to latest iOS.
D. The device is connected to a power source.
E. The device's screen is locked.
Correct Answer: DE
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT203977
QUESTION 22
Which of the following types of data are backed up to iCloud? (Choose two.)
A. Touch ID Settings
B. Device Settings
96CE4376707A97CE80D4B1916F054522
C. Messages
D. Apple Pay information and settings
E. iCloud Music Library
Correct Answer: BC
Section: (none)
Explanation
Explanation/Reference:
QUESTION 23
Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose
two.)
A. Clean ESD mats regularly.
B. Apply a display protective cover on top of physically damaged displays.
C. Avoid synthetic materials into the work area.
D. Use a battery cover whenever the case is removed from the device.
E. Discard used screws.
Correct Answer: AC
Section: (none)
Explanation
Explanation/Reference:
QUESTION 24
Lew is not certain that his Apple ID is working correctly in macOS. Which of the following methods would allow
Lew to verify that he is using his correct Apple ID in macOS?
A. Open System Preferences, click iCloud, and verify that the account is signed in.
B. Click the Apple menu, select Apple ID, and ensure that Lew’s Apple ID is listed.
C. Open the Apple ID pane in System Preferences.
D. Go to the My Apple ID page (appleid.apple.com) and verify the account is signed in.
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
Reference: https://appletoolbox.com/how-to-sign-in-and-sign-out-of-icloud-on-macos-catalina/
QUESTION 25
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.
96CE4376707A97CE80D4B1916F054522
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference:
https://books.google.com.pk/books?id=2KIKOEwqk-QC&pg=PA93&lpg=PA93&dq=Customers+replace+far
+fewer+parts+than+service
+technicians&source=bl&ots=Xwepq6PHU3&sig=ACfU3U3JosmD4bmO9ltKvOviy565rh32Sw&hl=en&sa=X&ve
d=2ahUKEwjhrtzq17_nAhWNxYUKHV7RCeEQ6AEwDHoECAwQAQ#v=onepage&q=Customers%20replace%
20far%20fewer%20parts%20than%20service%20technicians&f=false
QUESTION 26
Tony would like to create a new Apple ID to use with iTunes. It is his preference not to give his credit card
information.
Which of the following is the correct statement about his situation?
A. Tony will have to purchase an iTunes gift card before he can setup his Apple ID.
B. Tony will have to use a bank account and routing number to setup his Apple ID.
C. Tony can create an Apple ID in iTunes without a credit card or other payment method.
D. Tony will not be able to use an Apple ID with iTunes unless he is willing to give credit card information.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT204034
QUESTION 27
How do you access Control Center from the home screen on an iPhone 8?
A. Swipe from left to right.
B. Swipe up from the bottom of the screen.
C. Swipe from right to left.
D. Swipe down from the top of the screen.
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.imore.com/control-center
QUESTION 28
When evaluating an issue, which of the following is an empathetic and supportive closed question about
updating software on an iOS device?
A. You do know you should always update your software, correct?
B. How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?
C. I notice that your iPhone software is not up to date; would you like me to walk you through updating the
software?
D. Updating your software is extremely easy, why haven’t you done so?
96CE4376707A97CE80D4B1916F054522
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
QUESTION 29
Which of the following summarizes a customer's concerns without simply repeating what the customer said?
A. evaluating
B. listening
C. reflecting
D. parroting
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.counsellingconnection.com/index.php/2009/07/21/encouragers-paraphrasing-andsummarising/
QUESTION 30
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
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
QUESTION 31
Which of the following is an important factor when beginning to troubleshoot a customer issue?
A. Gaining agreement on the issue to be resolved.
B. Assume that the customer does not know how to use the product.
C. Providing solutions in the shortest amount of time.
D. Promoting new products.
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
Buy full version for more questions
Which of the following is a valid ESD safety precaution?
A. You should place ESD-sensitive circuits on top of metal work surfaces.
B. Keep ion generators away from circuit board or assembly containing ESD-sensitive circuits.
C. Do not wear polyester clothing while working on ESD sensitive components.
D. Always handle logic board by grasping the heat sinks.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: http://www.peachpit.com/articles/article.aspx?p=759704
QUESTION 5
A computer service technician says, "I don't use ESD precautions and have never had a problem."
96CE4376707A97CE80D4B1916F054522
Which of the following is the correct response to this statement?
A. ESD damage may not appear immediately.
B. ESD happens only to inexperienced technicians.
C. ESD only occurs in very rare circumstances.
D. ESD damage is really not as bad as everyone thinks.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://electronics.stackexchange.com/questions/2945/should-i-be-worried-about-electro-staticdischarge
QUESTION 6
Which of the following statements are correct when considering the effects of ESD damage on a given
product? (Choose two.)
A. ESD damage might immediately affect the equipment.
B. ESD damage presents itself within an hour of discharge.
C. ESD damage invariably prevents equipment from powering on.
D. Not all internal assemblies with circuit boards are ESD sensitive.
E. ESD damage might only show itself as an intermittent failure at a later time.
Correct Answer: AD
Section: (none)
Explanation
Explanation/Reference:
Reference: https://electronics.stackexchange.com/questions/2945/should-i-be-worried-about-electro-staticdischarge
QUESTION 7
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)
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
QUESTION 8
After iCloud Backup has been turned on, iCloud can automatically back up the iOS device each day over Wi-Fi.
Which of the following criteria must be met before these daily backups can be made automatically?
A. iTunes is open on the host computer.
96CE4376707A97CE80D4B1916F054522
B. The iOS device is plugged into the host computer via USB.
C. The iOS device is in Airplane Mode.
D. The iOS device is connected to a power source.
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT203977
QUESTION 9
Which of the following features of iOS require an Apple ID to use?
A. Maps
B. Game Center
C. Siri
D. Split View
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT202659
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!"
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
QUESTION 11
Which of the following are required to setup iTunes backup with an iPhone 8? (Сhoose two.)
A. Encrypted volume on Mac or PC
B. Lightning to USB Cable
C. iCloud account
D. Computer compatible with iTunes
E. iTunes Store account
Correct Answer: CE
Section: (none)
Explanation
96CE4376707A97CE80D4B1916F054522
Explanation/Reference:
Reference: https://support.apple.com/guide/itunes/back-up-your-ios-or-ipados-device-itns3280/windows
QUESTION 12
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.
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
QUESTION 13
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.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://discussions.apple.com/thread/6836476
QUESTION 14
Which of the following is an ESD precaution that must be taken when working with Apple devices?
A. Use polyester foam mats to ground the workbench.
B. Do not place internal components on metal surfaces.
C. Pick up circuit boards using their connectors.
D. When handling internal components, wear synthetic materials.
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: http://www.peachpit.com/articles/article.aspx?p=760956
QUESTION 15
What are the features of using iCloud as a backup method for an iOS device?
A. Always encrypts backups.
B. Backups can be encrypted or un-encrypted.
96CE4376707A97CE80D4B1916F054522
C. Offers up to 200 TB of storage.
D. The customer can make backups over cellular networks.
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.pcworld.com/article/2154792/backups-via-icloud-or-itunes-the-crucial-differences-thataffect-
your-data.html
QUESTION 16
What should be used to properly clean and restore an ESD mat?
A. Any solvent based cleaner
B. Distilled or bottled water
C. Lint-free cloth
D. A cleaner that is specifically designed for ESD mats
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.ultrastatinc.com/electramat.html
QUESTION 17
John is attempting to use Handoff with his recently updated iPhone and Mac. He does not see the Handoff icon
for the app he is using appear in macOS.
What troubleshooting step should John try first?
A. Verify that both devices are connected to a Wi-Fi network using WPA2 security.
B. Verify that iPhone Cellular Calls are turned on in System Preferences > Network.
C. Verify that both devices have Wi-Fi turned on.
D. Reset Network Settings on iPhone.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/guide/mac-help/hand-off-between-devices-mchl732d3c0a/mac
QUESTION 18
Which of the following statements is true of electrostatic discharge (ESD) damage?
A. Conventional testing detects all damage caused by ESD.
B. ESD should ideally occur near active electronic systems.
C. Accidental ESD will result in fewer additional repairs on the same device.
D. ESD impacts microscopic pathways on the integrated circuits.
Correct Answer: A
Section: (none)
Explanation
96CE4376707A97CE80D4B1916F054522
Explanation/Reference:
Reference: https://www.rs-online.com/designspark/what-is-esd-and-what-damages-can-it-cause
QUESTION 19
Which of the following iPhones support using Memoji?
A. iPhone X
B. iPhone 7
C. iPhone 8
D. iPhone 6s
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.quora.com/Does-Memoji-work-on-all-devices-updated-to-iOS-12
QUESTION 20
Which of the following is an ESD precaution according to Apple standards?
A. Safety apron made of synthetic fibers should be worn.
B. The relative humidity in a work area should be lower than 50 percent.
C. An ionized air generator can be used instead of grounding a work area.
D. A person working on an ESD-sensitive circuit should not be touched.
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
QUESTION 21
What requirements are needed for iCloud to automatically back up an iOS device each day? (Choose two.)
A. The device has two-factor authentication turned on.
B. The device is powered off.
C. The device is updated to latest iOS.
D. The device is connected to a power source.
E. The device's screen is locked.
Correct Answer: DE
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT203977
QUESTION 22
Which of the following types of data are backed up to iCloud? (Choose two.)
A. Touch ID Settings
B. Device Settings
96CE4376707A97CE80D4B1916F054522
C. Messages
D. Apple Pay information and settings
E. iCloud Music Library
Correct Answer: BC
Section: (none)
Explanation
Explanation/Reference:
QUESTION 23
Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose
two.)
A. Clean ESD mats regularly.
B. Apply a display protective cover on top of physically damaged displays.
C. Avoid synthetic materials into the work area.
D. Use a battery cover whenever the case is removed from the device.
E. Discard used screws.
Correct Answer: AC
Section: (none)
Explanation
Explanation/Reference:
QUESTION 24
Lew is not certain that his Apple ID is working correctly in macOS. Which of the following methods would allow
Lew to verify that he is using his correct Apple ID in macOS?
A. Open System Preferences, click iCloud, and verify that the account is signed in.
B. Click the Apple menu, select Apple ID, and ensure that Lew’s Apple ID is listed.
C. Open the Apple ID pane in System Preferences.
D. Go to the My Apple ID page (appleid.apple.com) and verify the account is signed in.
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
Reference: https://appletoolbox.com/how-to-sign-in-and-sign-out-of-icloud-on-macos-catalina/
QUESTION 25
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.
96CE4376707A97CE80D4B1916F054522
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference:
https://books.google.com.pk/books?id=2KIKOEwqk-QC&pg=PA93&lpg=PA93&dq=Customers+replace+far
+fewer+parts+than+service
+technicians&source=bl&ots=Xwepq6PHU3&sig=ACfU3U3JosmD4bmO9ltKvOviy565rh32Sw&hl=en&sa=X&ve
d=2ahUKEwjhrtzq17_nAhWNxYUKHV7RCeEQ6AEwDHoECAwQAQ#v=onepage&q=Customers%20replace%
20far%20fewer%20parts%20than%20service%20technicians&f=false
QUESTION 26
Tony would like to create a new Apple ID to use with iTunes. It is his preference not to give his credit card
information.
Which of the following is the correct statement about his situation?
A. Tony will have to purchase an iTunes gift card before he can setup his Apple ID.
B. Tony will have to use a bank account and routing number to setup his Apple ID.
C. Tony can create an Apple ID in iTunes without a credit card or other payment method.
D. Tony will not be able to use an Apple ID with iTunes unless he is willing to give credit card information.
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://support.apple.com/en-us/HT204034
QUESTION 27
How do you access Control Center from the home screen on an iPhone 8?
A. Swipe from left to right.
B. Swipe up from the bottom of the screen.
C. Swipe from right to left.
D. Swipe down from the top of the screen.
Correct Answer: B
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.imore.com/control-center
QUESTION 28
When evaluating an issue, which of the following is an empathetic and supportive closed question about
updating software on an iOS device?
A. You do know you should always update your software, correct?
B. How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?
C. I notice that your iPhone software is not up to date; would you like me to walk you through updating the
software?
D. Updating your software is extremely easy, why haven’t you done so?
96CE4376707A97CE80D4B1916F054522
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
QUESTION 29
Which of the following summarizes a customer's concerns without simply repeating what the customer said?
A. evaluating
B. listening
C. reflecting
D. parroting
Correct Answer: C
Section: (none)
Explanation
Explanation/Reference:
Reference: https://www.counsellingconnection.com/index.php/2009/07/21/encouragers-paraphrasing-andsummarising/
QUESTION 30
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
Correct Answer: D
Section: (none)
Explanation
Explanation/Reference:
QUESTION 31
Which of the following is an important factor when beginning to troubleshoot a customer issue?
A. Gaining agreement on the issue to be resolved.
B. Assume that the customer does not know how to use the product.
C. Providing solutions in the shortest amount of time.
D. Promoting new products.
Correct Answer: A
Section: (none)
Explanation
Explanation/Reference:
Buy full version for more questions
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