Carol Montoya-O'
Quiz por , criado more than 1 year ago

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

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Carol Montoya-O'
Criado por Carol Montoya-O' mais de 8 anos atrás
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Apple ITS Quiz. A little bit of everything

Questão 1 de 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.

Selecione uma das seguintes:

  • Acknowledge, Align and Attention

  • Maintain Rapport

  • Adjust to Skill Level

  • None of the Above

Explicação

Questão 2 de 25

1

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

Selecione uma das seguintes:

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

  • Maintain Rapport: Demonstrate Listening Skills

  • None of the above

  • All of the above

Explicação

Questão 3 de 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.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 4 de 25

1

Selecione da lista do Menu para completar o texto.

( 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.

Explicação

Questão 5 de 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.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 6 de 25

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 7 de 25

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 8 de 25

1

Selecione da lista do Menu para completar o texto.

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.

Explicação

Questão 9 de 25

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 10 de 25

1

Which is the KBase article that gives ITS classification instruction?

Selecione uma das seguintes:

  • CP295

  • CP1500

  • HT201036

  • None of the Above

Explicação

Questão 11 de 25

1

Which Information in the Billing Address is Optional?

Selecione uma das seguintes:

  • Title

  • Phone Number

  • Address, Second line

  • None of the above

Explicação

Questão 12 de 25

1

Changing payment information will not prompt for password ever.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 13 de 25

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 14 de 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?

Selecione uma ou mais das seguintes:

  • iTunes Radio

  • Playlists

  • For You

  • None of the Above

Explicação

Questão 15 de 25

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 16 de 25

1

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

Selecione uma ou mais das seguintes:

  • 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

Explicação

Questão 17 de 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?

Selecione uma ou mais das seguintes:

  • Log into iTunes store

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

  • sign into appleid.apple.com

  • None of the above

Explicação

Questão 18 de 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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 19 de 25

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 20 de 25

1

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

Selecione uma ou mais das seguintes:

  • 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.

Explicação

Questão 21 de 25

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 22 de 25

1

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

Selecione uma das seguintes:

  • Apple ID and Password

  • Single Sign on

  • Temporary Support Pin

  • An abiding faith in our customer's word

Explicação

Questão 23 de 25

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 24 de 25

1

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

Selecione uma das seguintes:

  • 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

Explicação

Questão 25 de 25

1

Videos in the iTunes store can only be synched by WiFi

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

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