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Apple 9L0-010 Exam Syllabus Topics:

Apple Macintosh Service Certification Sample Questions:

1. Which part or parts of a CRT display should NOT be touched until after the display is disconnected from its power source and the CRT is properly discharged? SELECT ALL THAT APPLY

A) High voltage cable
B) Anode aperture
C) Front of CRT display
D) Flyback transformer
E) Outer plastic housing
F) Yoke assembly

2. Which of the following would be the most appropriate question to ask FIRST, when gathering
information from customers about a problem with their Apple product?

A) What steps have you taken to resolve the problem yourself?
B) What operating system are you using?
C) Did you turn off the computer improperly?
D) What is the issue?

3. Which of the following is ALMOST CERTAINLY a hardware-related problem?

A) No video at startup
B) Blinking question mark at startup
C) Error beep at startup
D) Distorted video at startup

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

5. Which piece of information is best used to determine any Mac's correct AppleCare name?

A) the MAC address
B) the serial number
C) the EMC number
D) the model number

Solutions: