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Apple ITS Quiz. A little bit of everything

Description

Just a quick quiz to check out how well KBase is being used!
Carol Montoya-O'
Quiz by Carol Montoya-O', updated more than 1 year ago
Carol Montoya-O'
Created by Carol Montoya-O' about 9 years ago
13
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Resource summary

Question 1

Question
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.
Answer
  • Acknowledge, Align and Attention
  • Maintain Rapport
  • Adjust to Skill Level
  • None of the Above

Question 2

Question
Which attribute is defined as: Show customers you’re focused on the conversation by providing relevant responses and avoiding interruptions.
Answer
  • Personalize Communication: Adjust approach to complement customer's communication style
  • Maintain Rapport: Demonstrate Listening Skills
  • None of the above
  • All of the above

Question 3

Question
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.
Answer
  • True
  • False

Question 4

Question
[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.
Answer
  • Account and
  • Apple ID and
  • Accounts,
  • None of these

Question 5

Question
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.
Answer
  • True
  • False

Question 6

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

Question 7

Question
Classify cases based on what you determine the issue to be, rather than what the customer believes is the issue.
Answer
  • True
  • False

Question 8

Question
Blind 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.
Answer
  • the Correct VDN
  • the 7-digit transfer number
  • The international support number
  • the extention of the LOB

Question 9

Question
Customer-to-Advisor callbacks are permitted to Tier 2 Advisors and Customer Relations Advisors only.
Answer
  • True
  • False

Question 10

Question
Which is the KBase article that gives ITS classification instruction?
Answer
  • CP295
  • CP1500
  • HT201036
  • None of the Above

Question 11

Question
Which Information in the Billing Address is Optional?
Answer
  • Title
  • Phone Number
  • Address, Second line
  • None of the above

Question 12

Question
Changing payment information will not prompt for password ever.
Answer
  • True
  • False

Question 13

Question
"My Music" is the tab in apple music which allows our customer to customize their preferences.
Answer
  • True
  • False

Question 14

Question
"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?
Answer
  • iTunes Radio
  • Playlists
  • For You
  • None of the Above

Question 15

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

Question 16

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

Question 17

Question
Many customers think they were charged for the iTunes gift album "Songs of Innocence" What steps are NOT taken to remove this album?
Answer
  • Log into iTunes store
  • Go to: https://itunes.com/soi-remove
  • sign into appleid.apple.com
  • None of the above

Question 18

Question
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
Answer
  • True
  • False

Question 19

Question
When completing SGT's under the training tab....
Answer
  • 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

Question 20

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

Question 21

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

Question 22

Question
What is required by our system to allow us to reset security questions?
Answer
  • Apple ID and Password
  • Single Sign on
  • Temporary Support Pin
  • An abiding faith in our customer's word

Question 23

Question
There are 12 tracks on Adele's Album "25"
Answer
  • True
  • False

Question 24

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

Question 25

Question
Videos in the iTunes store can only be synched by WiFi
Answer
  • True
  • False
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