Apple
SVC-19A · Question #20
SVC-19A Question #20: Real Exam Question with Answer & Explanation
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Question
Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron. Which two of the following behaviors will not help Baron understand Lucille's issue? (Choose two.)
Options
- ARemain silent until Lucille is done.
- BTry to prove that Lucille is wrong about the issue.
- CReflect what Lucille says.
- DImmediately suggest a solution to Lucille.
- EUse appropriate body language to acknowledge Lucille's issue.
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