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Which of the following summarizes a customer's concerns without simply repeating what the customer said?
ANSWER : C
Please refer to the following information to answer the questions on the right.
Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician,
assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the
issues to Baron.
Which two of the following behaviors will not help Baron understand Lucille's issue? (Choose two.)
A. Remain silent until Lucille is done.
B. Try to prove that Lucille is wrong about the issue.
C. Reflect what Lucille says.
D. Immediately suggest a solution to Lucille.
E. Use appropriate body language to acknowledge Lucille's issue.
ANSWER : B.D
When servicing devices with embedded batteries, your primary concern should be for your own safety and
those around you.
Which of the following considerations are workstation requirements when servicing these devices? (Choose two.)
A. Keep paper at least 1 feet (0.3m) away.
B. Keep 8 to 10 cups of water within arms reach.
C. Always wear safety glasses when performing repair work.
D. Ensure there is a water or an ABC/CO2fire extinguisher nearby.
E. Keep combustible materials away from the work area.
ANSWER : C,E
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!"
ANSWER : A
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 happens only to inexperienced technicians.
C. ESD only occurs in very rare circumstances.
D. ESD damage is really not as bad as everyone thinks.
ANSWER : C