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APPLE SERVICE FUNDAMENTALS EXAM
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APPLE SERVICE FUNDAMENTALS EXAM
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APPLE SERVICE FUNDAMENTALS EXAMName the four probing skill steps - Answers -Position
Permission
Probe
Check for Understanding
Position means ? - Answers -Explaining what you want to do and why
Permission means? - Answers -gaining consent before asking questions (verbal and
nonverbal consent applies)
Define a Probe - Answers -a question or request for information, may be an open or
closed form.
An open probe encourages what? - Answers -An open probe encourages the customer
to speak freely, a closed probe limits the responses to yes, no, or a specific response
To check for understanding its best to....? - Answers -reflect or rephrase what the
customer says (don't repeat verbatim)
When beginning a customer interaction its best to ...? - Answers -Prioritize the customer
over the issue.
The most important thing to remember about phone interactions is? - Answers -Start the
call with a smile.
The best pacing of voice when dealing with phone customers is ? - Answers -140 wpm
Reasons to refuse a service request. - Answers -Device has been modified.
Non-covered accidental damage
no device serial number
legacy device out of service term
misconceptions about service coverage.
The key to good service positioning is ? - Answers -Always try to provide a way forward
for the customer.
Name the four cornerstones of adult learning. - Answers -Training is a Partnership
Adults learn by doing
Think like a student
Lead learning out
The technique of Lead Learning Out stresses..? - Answers -leveraging prior knowledge
or skills already in place.
, One of the best practices when teaching an adult is? - Answers -provide encouraging
feedback:
"Thats Right"
"Great Job"
"Now you're getting it."
When explaining a new concept its best to use what three guidepost? - Answers -What
Why
Next step is...
Two key aspects of partnering with the customer are? - Answers -Be completely honest
Set Realistic goals
Customers become disappointed when? - Answers -Expectation are not met.
When suggesting repairs it is key to ? - Answers -Set generous margins in terms of time
and effectiveness.
Empathy is defined as ? - Answers -The ability to understand how another person feels.
There are three steps involved in being empathetic, which are? - Answers -
Acknowledge or recognize the others point of view.
Align with the party to let them know you are on their side.
Assure the person that you are interested in solving their concern.
A term that should be avoided when dealing with empathetic situations is ...? - Answers
-"I know how you feel..."
Good words to use when building trust with a customer. - Answers -Feel
felt
found
When apologizing to a customer you should never ? - Answers -Apologize for the
business, or your manager.
Customer apologies should be specific to the situation and never sound like they are ? -
Answers -Rehearsed or canned.
5 Steps to diffuse a situation. - Answers -Stay calm
Show genuine empathy
Find a way to say "You're Right"
Be specific about how the situation is affecting you.
Propose an approach that will refocus the situation.
After a tense situation you should always do this for your own health. - Answers -Step
away and regain composure.
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