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- 1. Multiple Choice
True or False:
The Genius Bar has a set time for customer interactions.
True
False
- 2. Multiple Choice
The time that each appointment
should be is?
13 - 18 min
12 - 17 min
15 - 20 min
17 - 25 min
- 3. Multiple Choice
True or False:
The symptom added at check in, determines the time allocated for the Genius Bar appointment.
False
True
- 4. Multiple Choice
How do you check this customer in.
Customer comes in with a phone that has a cracked screen,
but will not power on:
Cracked Display
Will Not Power On
Physical / Liquid Damage
Power and Charging
- 5. Multiple Choice
A customer's phone is boot looping with the white Apple logo:
Disabled & Recovery Mode
iOS
Software & Installation Updates
Hardware
- 6. Multiple Choice
Customer comes in with a phone in an Activation Unlock with a Proof of Purchase to have unlocked by a
Store Lead:
Device Passcode
Apple ID Password
Apple ID Troubleshooting
iCloud
- 7. Multiple Choice
Customer comes in and needs to reset Apple ID password but isn't sure of which email address they used.
Schedule a call with AppleCare Phone Support
Apple ID Password
Apple ID Troubleshooting
iCloud
- 8. Multiple Choice
True of False:
AppleCare Phone Support should be used only for Apple ID issues
True
False
- 9. Multiple Choice
Customer has a device that is having issues charging and holding a charge.
Battery Life
Power & Charging
Will Not Power On
Hardware
- 10. Multiple Choice
Customer's iTunes Store account has been disabled and can not download or update apps.
Apple ID
iTunes & App Store
Schedule a phone call with
AppleCare Phone Support
iCloud
- 11. Multiple Choice
Which one of these qualifies to
Mark As Express?
Disabled & Recovery Mode
Apple ID Password
Wireless Connectivity
Physical / Liquid Damage
- 12. Multiple Choice
True or False:
Lost/Missing AirPod can be checked in as
an Express appointment
True
False
- 13. Multiple Choice
If you are unsure of what symptom to use, you should:
Whole unit out of warranty liquid damage
Ask a Peer
Guess
Just put anything to keep the line moving
- 14. Multiple Choice
Which Kyle is the best:
Kennedy
King
Mitchell
All of the above
- Answer choicesTagsAnswer choicesTags