Question 1

Which of the following expresses empathy rather than sympathy?

Options :

A : I feel so sorry for you. I bet you feel disappointed.

B : Poor you! You must feel awful.

C : Oh, what a pity! This must make you feel disappointed.

D : I am sorry this happened to you. I can see why you may be disappointed

Answer: D

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 two of the following behaviors will not help Baron understand Lucille's issue? (Choose two.)

Options :

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

Question 3

Which equipment is used to check if an AC power outlet is properly grounded?

Options :

A : A conductive workbench mat

B : A ground polarity tester

C : A grounding cord with alligator clips

D : A nylon probe tool (black stick)

Answer: C

Question 4

Which of the following types of data are backed up to iCloud? (Choose two.)

Options :

A : Touch ID Settings

B : Device Settings

C : Messages

D : Apple Pay information and settings

E : iCloud Music Library

Answer: B,C

Question 5

How would you define a "positive no" to a co-worker?

Options :

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

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

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

D : You say no with a positive voice inflection.

Answer: C

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