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Apple SVC-19A Practice Test Questions Answers

Exam Code: SVC-19A (Updated 70 Q&As with Explanation)
Exam Name: Apple Service Fundamentals Exam
Last Update: 15-Jul-2025
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Questions Include:

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

    A.

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

    B.

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

    C.

    Try to find a way to say, “You are right” to endorse the customer.

    D.

    Repeat whatever the customer says.

    E.

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

    Question # 2

    Laura is performing a visual inspection of an embedded battery. What kinds of cosmetic issues should she look for? (Choose two.)

    A.

    UPC Code

    B.

    Apple product serial number

    C.

    IATA complice label

    D.

    Scratches

    E.

    QR Code

    F.

    Apple logo

    G.

    Dents or dot imprints

    Question # 3

    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

    Question # 4

    Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

    A.

    "Calm down. You are being ridiculous."

    B.

    "These devices are expensive, I cannot change that."

    C.

    "Please control yourself. That is not how it works."

    D.

    "I’m sorry to hear that."

    E.

    "I can understand why you are upset."

    F.

    "It is not possible to repair it by Monday."

    G.

    "You are right. I would be frustrated as well."

    Question # 5

    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!"

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