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Questions # 1:

From the following, select the best description of cosmetic condition that would be included in good case notes.

Options:
A.

Case is dented like it was dropped

B.

Badly dinged in addition to crack

C.

Significant dent in lower right corner suggests impact

D.

Big ding; probably dropped or thrown

Questions # 2:

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

Options:
A.

Immediately pour sand on the battery to cover it completely.

B.

Evacuate the room for fifteen minutes.

C.

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

D.

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

Questions # 3:

Drag the statement to its corresponding customer experience skill.

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

Question # 3

Questions # 4:

Which of the following precautions are fundamental steps to prevent ESD damage during a repair? (Choose two.)

Options:
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.

Questions # 5:

In which of the following circumstances should a technician ensure that he or she is grounded to minimize ESD?

Options:
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.

Questions # 6:

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

Options:
A.

evaluating

B.

listening

C.

reflecting

D.

parroting

Questions # 7:

Select the statement that appropriately sets customer expectations when fixing an issue.

Options:
A.

"Repairing this component is easy. We never fail to do it in less than four hours."

B.

"I promise to have the product ready by midday tomorrow."

C.

"We currently do not have that part in stock. I can call you as soon as the part arrives."

D.

"Our courier always delivers on time."

Questions # 8:

Which of the following iPhones support using Memoji?

Options:
A.

iPhone X

B.

iPhone 7

C.

iPhone 8

D.

iPhone 6s

Questions # 9:

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

Options:
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."

Questions # 10:

How do you access Control Center from the home screen on an iPhone 8?

Options:
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.

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