Carol Montoya-O'
Quiz by , created more than 1 year ago

Just a quick quiz to check out how well KBase is being used!

13
0
0
Carol Montoya-O'
Created by Carol Montoya-O' over 8 years ago
Close

Apple ITS Quiz. A little bit of everything

Question 1 of 25

1

Which Here to Help Attribute is described as:
First impressions are important. Begin each interaction in a proactive and positive way to let each customer know you are Here to Help. Customers will feel heard, understood, and confident about what's going to happen next.

Select one of the following:

  • Acknowledge, Align and Attention

  • Maintain Rapport

  • Adjust to Skill Level

  • None of the Above

Explanation

Question 2 of 25

1

Which attribute is defined as:
Show customers you’re focused on the conversation by providing relevant responses and avoiding interruptions.

Select one of the following:

  • Personalize Communication: Adjust approach to complement customer's communication style

  • Maintain Rapport: Demonstrate Listening Skills

  • None of the above

  • All of the above

Explanation

Question 3 of 25

1

Personalize Communication is defined as:
Help your customers feel informed, educated, and included in the support experience. Take an instructional approach to empower customers and encourage learning. Share your expansive knowledge and creativity with customers.

Select one of the following:

  • True
  • False

Explanation

Question 4 of 25

1

Select from the dropdown list to complete the text.

( Account and, Apple ID and, Accounts,, None of these ) billing support:
Customers are eligible for complimentary support for account and billing issues related to the iTunes or App stores.

Explanation

Question 5 of 25

1

The team that supports the device on which the customer created their Apple ID on (Apple TV, iPad, iPhone, iPod, or Mac) supports the iTunes application when used with that device.

Select one of the following:

  • True
  • False

Explanation

Question 6 of 25

1

Why are the reasons that our customer might not be able to choose "none" for payment information.

Select one of the following:

  • If you have an unpaid balance or payment due

  • If you are not using the device you created your Apple ID on

  • You are an Approver in your family group

  • If you changed your City and State

Explanation

Question 7 of 25

1

Classify cases based on what you determine the issue to be, rather than what the customer believes is the issue.

Select one of the following:

  • True
  • False

Explanation

Question 8 of 25

1

Select from the dropdown list to complete the text.

Blind transfer (use only when another document directs you to do so)

a) Press Trnsfr and dial ( the Correct VDN, the 7-digit transfer number, The international support number, the extention of the LOB ).

b) Press Trnsfr again to complete the transfer. You are no longer connected to the call, and the customer is connected to the number you dialed.

Explanation

Question 9 of 25

1

Customer-to-Advisor callbacks are permitted to Tier 2 Advisors and Customer Relations Advisors only.

Select one of the following:

  • True
  • False

Explanation

Question 10 of 25

1

Which is the KBase article that gives ITS classification instruction?

Select one of the following:

  • CP295

  • CP1500

  • HT201036

  • None of the Above

Explanation

Question 11 of 25

1

Which Information in the Billing Address is Optional?

Select one of the following:

  • Title

  • Phone Number

  • Address, Second line

  • None of the above

Explanation

Question 12 of 25

1

Changing payment information will not prompt for password ever.

Select one of the following:

  • True
  • False

Explanation

Question 13 of 25

1

"My Music" is the tab in apple music which allows our customer to customize their preferences.

Select one of the following:

  • True
  • False

Explanation

Question 14 of 25

1

"Pure Pop", "Sound System", "The Mixtape", "All-City", "On the Floor" , and "Country"can be found on the banner of which tab in Apple Music?

Select one or more of the following:

  • iTunes Radio

  • Playlists

  • For You

  • None of the Above

Explanation

Question 15 of 25

1

When purchasing a Pre-Order in the i-Tunes Store, all of the items will appear in purchased content when it drops.

Select one of the following:

  • True
  • False

Explanation

Question 16 of 25

1

Signs of Fraud found in MZ can include all but the following:

Select one or more of the following:

  • Gibberish Name or Address

  • Many Gift Card Purchases

  • Customer having more than one account attached to the same form of payment

  • All of the above are correct

Explanation

Question 17 of 25

1

Many customers think they were charged for the iTunes gift album "Songs of Innocence" What steps are NOT taken to remove this album?

Select one or more of the following:

  • Log into iTunes store

  • Go to: https://itunes.com/soi-remove

  • sign into appleid.apple.com

  • None of the above

Explanation

Question 18 of 25

1

When a Credit card charged instead of store credit:
1) Ask the customer if the order was for a gift. If so, inform them that store credit cannot be used to purchase iTunes gifts. If not, continue to the next step.
2) Confirm that store credit was redeemed on the account

Select one of the following:

  • True
  • False

Explanation

Question 19 of 25

1

When completing SGT's under the training tab....

Select one of the following:

  • Don't worry about first time pass on all quizzes as it does not affect metrics

  • Due By Date is just a suggestion.

  • Our SGT's are to be done only when we have training time

  • We can do SGT's when the call volume allows us to

Explanation

Question 20 of 25

1

Which statements are in Tim Cook's Apple Manifesto dated Jan 21st, 2009

Select one or more of the following:

  • We don't settle for anything other than excellence in any group in the company, and we have the self-honesty to admit when we're wrong and the courage to change.

  • We believe that we are here to make great products . We're constantly focusing on innovating. We believe in the elegance of simplicity.

  • Regardless what job, those values are so entrenched in this company that Apple will do extremely well. I strongly believe that Apple is doing the best work in its history.

  • There is an extraordinary breadth and depth in our more than 105,000 employees, who are all extremely smart. And that's in all areas of the company from marketing, operations and sales and all the rest. The values of our company are all extremely awesome.

Explanation

Question 21 of 25

1

Which address is the correct one for the first ARS in Georgia?

Select one of the following:

  • 1000 Cumberland Mall
    Atlanta, GA 30339
    (678) 402-0725

  • 1000 North Point Circle
    Alpharetta, GA 30022
    (770) 510-1670

  • 3393 Peachtree Road NE
    Atlanta, GA 30326
    (404) 926-3085

  • Address:
    3333 Buford Drive
    Buford, GA 30519
    (678) 288-3400

Explanation

Question 22 of 25

1

What is required by our system to allow us to reset security questions?

Select one of the following:

  • Apple ID and Password

  • Single Sign on

  • Temporary Support Pin

  • An abiding faith in our customer's word

Explanation

Question 23 of 25

1

There are 12 tracks on Adele's Album "25"

Select one of the following:

  • True
  • False

Explanation

Question 24 of 25

1

Which type of video content is incompatible with iTunes on your computer?

Select one of the following:

  • Video content purchased or rented from the iTunes Store.

  • QuickTime and MPEG-4 movie files that end in ".mov," ".m4v," or ".mp4" and are playable in QuickTime Player.

  • Video podcasts.

  • Customer owned DVD's

Explanation

Question 25 of 25

1

Videos in the iTunes store can only be synched by WiFi

Select one of the following:

  • True
  • False

Explanation

Previous
Next