Question 1

Which of the following gestures should be avoided when welcoming a customer? (Choose two.)

AFolding arms

BFidgeting

CMaking eye contact

DOpening hands

EStanding straight

Answer : A, B

Question 2

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 of the following skills would help Baron verify that he understood the issue that Lucille described?

AEvaluating

BImitating

CListening

DReflecting

Answer : D

Question 3

Which of the following statements are true when safely handling of batteries and portable computer case assemblies with built-in battery? (Choose three.)

ALift batteries or case assemblies using the battery cable.

BIf a battery is dropped, it can be reused after visual inspection.

CTechnicians should put on nitrile or lint free gloves when dealing with hot batteries.

DIf something unusual is noticed (such as an odor, swelling, discoloration, deformity or overheating), connect the device to a power outlet and run Diagnostics.

ENever attempt to separate or remove the battery from a case assembly that has a built-in battery.

FDo not expose lithium batteries to high temperatures.

GWhen performing a visual inspection, view the battery from about one foot away.

Answer : B, C, G

Question 4

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.)

AKeep paper at least 1 feet (0.3m) away.

BKeep 8 to 10 cups of water within arms reach.

CAlways wear safety glasses when performing repair work.

DEnsure there is a water or an ABC/CO2fire extinguisher nearby.

EKeep combustible materials away from the work area.

Answer : C, E

Question 5

Please refer to the following information to answer the questions on the right.

Debra has brought her iPad Pro to you for troubleshooting. She has been experiencing very slow charging of the battery and says the only way she can get a full charge is to leave the iPad alone for more than 12 hours.

She brought in an Apple Power adapter and Lightning to USB cable. When you examine the power adapter, you notice that it is an iPhone power adapter not an iPad power adapter. You also noticed she was using an iPhone 6s while waiting to see you. Debra thinks her iPad is defective because her iPhone has no issue charging with this power adapter and cable.

Based on the information Debra provided, which of the following resources can you share with her that explains the cause of the issue?

AGSX Troubleshooting articles

BApple VMI Guide

CApple Support articles

DApple Service Guide