Only need to practice for 20 to 30 hours

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Apple Macintosh Service Certification Sample Questions:

1. Which THREE of the following probing questions are most appropriate to ask the customer when troubleshooting AirPort issues? SELECT THREE

A) How much RAM do you have installed?
B) What is the computer's processor speed?
C) What is the resolution of the computer's display?
D) Are just wireless computers affected?
E) Are any hubs, routers, or other computers connected to the network?
F) Are wired computers affected as well?

2. What is the function of the SMC in an Intel Mac?

A) The SMC controls all aspects of power flow.
B) The SMC manages all communication with attached peripherals.
C) The SMC manages the amount of virtual memory used.
D) The SMC controls the speed of the hard drive.

3. A customer states that he cannot open a Keynote file. What is the most effective question to ask him FIRST?

A) What version of Keynote are you using?
B) Can you open any files?
C) Can you open other Keynote files?
D) Is your Mac connected to a network?

4. A computer service technician says "I don't use ESD precautions and have never had a problem." What (if anything) is wrong with this statement?

A) Nothing is wrong with this statement.
B) ESD damage is really not as bad as everyone thinks.
C) ESD happens only to inexperienced technicians.
D) ESD damage may not appear immediately.

5. After identifying some accidental damage and pointing it out to the customer, the customer says "Apple's warranty should cover this kind of problem." How should you respond?

A) You're right, Apple's warranty does cover this kind of accidental damage, so the repair will be free.
B) Apple will only cover the internal damage, not the cosmetic damage, so the charge will be less.
C) Apple's warranty does not cover this, but the AppleCare Protection Plan might, but only if you buy it now.
D) Apple's warranty specifically calls out accidental damage as an instance where system failures are not covered.

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