Quiz
Apple ITS Quiz. A little bit of everything
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Questions in this quiz (25)
1Which 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.- AAcknowledge, Align and Attention
- BMaintain Rapport
- CAdjust to Skill Level
- DNone of the Above
2Which attribute is defined as:
Show customers you’re focused on the conversation by providing relevant responses and avoiding interruptions.- APersonalize Communication: Adjust approach to complement customer's communication style
- BMaintain Rapport: Demonstrate Listening Skills
- CNone of the above
- DAll of the above
3Personalize 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.- ATrue
- BFalse
4[blank_start]Account and[blank_end] billing support:
Customers are eligible for complimentary support for account and billing issues related to the iTunes or App stores.- AAccount and
- BApple ID and
- CAccounts,
- DNone of these
5The 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.
- ATrue
- BFalse
6Why are the reasons that our customer might not be able to choose "none" for payment information.
- AIf you have an unpaid balance or payment due
- BIf you are not using the device you created your Apple ID on
- CYou are an Approver in your family group
- DIf you changed your City and State
7Classify cases based on what you determine the issue to be, rather than what the customer believes is the issue.
- ATrue
- BFalse
8Blind transfer (use only when another document directs you to do so)
a) Press Trnsfr and dial [blank_start]the 7-digit transfer number[blank_end].
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.- Athe Correct VDN
- Bthe 7-digit transfer number
- CThe international support number
- Dthe extention of the LOB
9Customer-to-Advisor callbacks are permitted to Tier 2 Advisors and Customer Relations Advisors only.
- ATrue
- BFalse
10Which is the KBase article that gives ITS classification instruction?
- ACP295
- BCP1500
- CHT201036
- DNone of the Above
11Which Information in the Billing Address is Optional?
- ATitle
- BPhone Number
- CAddress, Second line
- DNone of the above
12Changing payment information will not prompt for password ever.
- ATrue
- BFalse
13"My Music" is the tab in apple music which allows our customer to customize their preferences.
- ATrue
- BFalse
14"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?
- AiTunes Radio
- BPlaylists
- CFor You
- DNone of the Above
15When purchasing a Pre-Order in the i-Tunes Store, all of the items will appear in purchased content when it drops.
- ATrue
- BFalse
16Signs of Fraud found in MZ can include all but the following:
- AGibberish Name or Address
- BMany Gift Card Purchases
- CCustomer having more than one account attached to the same form of payment
- DAll of the above are correct
17Many customers think they were charged for the iTunes gift album "Songs of Innocence" What steps are NOT taken to remove this album?
- ALog into iTunes store
- BGo to: https://itunes.com/soi-remove
- Csign into appleid.apple.com
- DNone of the above
18When 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- ATrue
- BFalse
19When completing SGT's under the training tab....
- ADon't worry about first time pass on all quizzes as it does not affect metrics
- BDue By Date is just a suggestion.
- COur SGT's are to be done only when we have training time
- DWe can do SGT's when the call volume allows us to
20Which statements are in Tim Cook's Apple Manifesto dated Jan 21st, 2009
- AWe 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.
- BWe believe that we are here to make great products . We're constantly focusing on innovating. We believe in the elegance of simplicity.
- CRegardless 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.
- DThere 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.
21Which address is the correct one for the first ARS in Georgia?
- A1000 Cumberland Mall
Atlanta, GA 30339
(678) 402-0725 - B1000 North Point Circle
Alpharetta, GA 30022
(770) 510-1670 - C3393 Peachtree Road NE
Atlanta, GA 30326
(404) 926-3085 - DAddress:
3333 Buford Drive
Buford, GA 30519
(678) 288-3400
- A1000 Cumberland Mall
22What is required by our system to allow us to reset security questions?
- AApple ID and Password
- BSingle Sign on
- CTemporary Support Pin
- DAn abiding faith in our customer's word
23There are 12 tracks on Adele's Album "25"
- ATrue
- BFalse
24Which type of video content is incompatible with iTunes on your computer?
- AVideo content purchased or rented from the iTunes Store.
- BQuickTime and MPEG-4 movie files that end in ".mov," ".m4v," or ".mp4" and are playable in QuickTime Player.
- CVideo podcasts.
- DCustomer owned DVD's
25Videos in the iTunes store can only be synched by WiFi
- ATrue
- BFalse
Information
- Description
- Just a quick quiz to check out how well KBase is being used!
- Author
- Carol Montoya-O'
- Language
- English
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