Apple Exam SVC-19A Topic 1 Question 18 Discussion

Actual exam question for Apple's SVC-19A exam

Question #: 18
Topic #: 1

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

Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.

Once Hannah returned home with the iMac, the sound issue occurred again.

Hannah has returned. She is angry and she is cursing at the technician.

From the following, which are part of the 5-step conflict resolution model? (Choose two.)

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

B'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.'

C''I feel sorry for you. You had to drive all the way back here.''

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

E''Is this really the same issue? Might it be a different issue?''

Show Suggested Answer

Suggested Answer: A, B

by Mollie at May 05, 2022, 08:16 PM

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