SVC-19A Apple Service Fundamentals Exam Questions and Answers

Actively swelling batteries are not considered a safety concern.

Actively swelling batteries are likely caused by large amounts of liquid inside the batteries.

Actively swelling batteries are unlikely to lead to thermal runaway.

Actively swelling batteries are more likely to rupture and release gasses.

ESD damage might immediately affect the equipment.

ESD damage presents itself within an hour of discharge.

ESD damage invariably prevents equipment from powering on.

Not all internal assemblies with circuit boards are ESD sensitive.

ESD damage might only show itself as an intermittent failure at a later time.

“You are right, Hannah. I can see the repair history says you picked up the computer this morning.”

"I understand your frustrations, Hannah. I would feel the same way if my computer was having the same issue after a repair. I am here to help."

“I feel sorry for you. You had to drive all the way back here.”

“Are you sure your children didn't do something to it?”

“Is this really the same issue? Might it be a different issue?”

Pour sand over the battery immediately.

Leave the room for fifteen minutes.

Carefully continue the repair while monitoring the battery.

Find a fire extinguisher and keep it nearby.

You do know you should always update your software, correct?

How to update your software is in the iPhone User’s guide, why didn't you read it before using this phone?

I notice that your iPhone software is not up to date; would you like me to walk you through updating the software?

Updating your software is extremely easy, why haven’t you done so?

Did you try to plug in the power adapter to a different wall socket in your home?

Do you have the same issue when charging with the power adapter that came with your iPad Pro?

Have you tried charging with a different USB to Lightning cable?

Are you aware of any other ways you can charge an iPad Pro, like using a computer?

Lead with a positive then switch to a negative, such as, “Definitely not.”

It’s leading with “no” and not engaging in any further conversation with the customer.

It is a way to correct a customer by informing them of what you can do.

You say no with a positive voice inflection.