最新なApple SVC-19A問題集（70題）、真実試験の問題を全部にカバー！

質問 1：
Please refer to the following information to answer the questions on the right.
Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.
Once Hannah returned home with the iMac, the sound issue occurred again.
Hannah has returned. She is angry and she is cursing at the technician.
Which of the five conflict resolution steps is missing in the following response to Hannah?
{Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution."
A. Describe how the customer is incorrect about the specific issue.
B. Stay calm.
C. Propose an approach that refocuses the discussion.
D. Try to find a way to show sympathy and correct the customer.
E. Try to find a way to say "You're right."
正解：C

質問 2：
Technician Tommy is replacing a logic board on a Mac mini. Which of the following should he hold when handling the logic board?
A. The heat sinks
B. The edges of the logic board
C. Any components
D. The connectors
正解：B

質問 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.

正解：

Explanation


質問 4：
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. Reset Network Settings on iPhone.
B. Verify that iPhone Cellular Calls are turned on in System Preferences > Network.
C. Verify that both devices are connected to a Wi-Fi network using WPA2 security.
D. Verify that both devices have Wi-Fi turned on.
正解：D

質問 5：
Select the best response to the following customer statement:
"My iPhone sparked when I tried to sync it."
A. Sounds like you have a damaged sync cable. If the cable is damaged sparking can happen.
B. All electronics can make sparks, you must be experiencing static electricity.
C. I want to make sure we get a complete history of this issue. May I ask some specific troubleshooting questions?
D. Are you sure you know how to sync an iPhone to a computer properly?
正解：C

質問 6：
A computer service technician says, "I don't use ESD precautions and have never had a problem." Which of the following is the correct response to this statement?
A. ESD damage may not appear immediately.
B. ESD only occurs in very rare circumstances.
C. ESD damage is really not as bad as everyone thinks.
D. ESD happens only to inexperienced technicians.
正解：B

質問 7：
Which of the following customer statements would alert you to a safety issue? (Choose two.)
A. My iPhone flashed and sparked when I tried to charge it.
B. My new Apple Watch makes me itchy and my wrist is red and irritated.
C. The screen is too bright. It hurts my eyes.
D. The corner of my iPad is badly bent.
E. The home button on my iPhone seems to have sunk.
F. My iPhone has fluctuating sound levels. Sometimes it is deafening.
正解：A,E