Apple Exam SVC-19A Topic 1 Question 66 Discussion

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

Question #: 66
Topic #: 1

[All SVC-19A Questions]

Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

AIf necessary, describe how the specific behavior affects the conversation.

BBe sure to point out specific examples of where the customer is wrong about the issue.

CTry to find a way to say, ''You are right'' to endorse the customer.

DRepeat whatever the customer says.

ESpeak loudly and clearly to make sure the customer knows you are in charge.

Show Suggested Answer

Suggested Answer: C

by Yuki at Jun 30, 2024, 04:04 PM

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Terina

8 months ago

Haha, 'Big ding; probably dropped or thrown'? Might as well write 'Oops, someone had a little accident!'

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Mona

7 months ago

D) Big ding; probably dropped or thrown

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Stephen

7 months ago

C) Significant dent in lower right corner suggests impact

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Ahmed

7 months ago

A) Case is dented like it was dropped

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Dwight

8 months ago

D) Big ding; probably dropped or thrown

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Shawna

8 months ago

C) Significant dent in lower right corner suggests impact

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Socorro

8 months ago

A) Case is dented like it was dropped

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Josphine

9 months ago

I agree with Tamala. Option C is the most detailed and accurate description of the cosmetic condition.

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Brock

8 months ago

Yeah, option C provides a clear description of the cosmetic condition.

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Brock

8 months ago

I think option C is the best choice too.

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Lynna

9 months ago

D is way too casual and unprofessional for case notes. We need to be precise and objective, not speculate about how the damage occurred.

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Ivette

9 months ago

I think A) Case is dented like it was dropped could be misleading, so C) is the safest choice.

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Tamala

9 months ago

I think option C is the best description. It provides a specific and technical observation of the damage, which is exactly what good case notes should include.

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Nan

8 months ago

Yeah, option C gives a precise indication of where the impact occurred on the case.

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Josue

8 months ago

I think option C is the most accurate and informative description out of all the options.

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Lucina

8 months ago

Option C is definitely the best choice for documenting the cosmetic condition in case notes.

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Lashaunda

9 months ago

I agree, option C provides a clear and detailed description of the damage.

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Jerrod

9 months ago

I'm not sure, but D) Big ding; probably dropped or thrown could also be a good description.

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Rikki

9 months ago

I agree with Tracey, C) makes the most sense for good case notes.

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Tracey

10 months ago

I think the best description would be C) Significant dent in lower right corner suggests impact.

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