Apple sells customer information to other marketers.


A. True

B. False


Answer: B 




Which of the following is NOT a valid example of the type of information that Apple collects from its customers?


A. Credit card information.

B. Discussion blog postings mentioning Apple.

C. Apple product serial number and date of purchase.

D. Name, mailing address, phone number, email address.


Answer: B 




The purpose of Apple’s business conduct helpline is to _____.


A. ask technical support questions

B. report damaged service parts to Apple

C. report normal business operational details to Apple

D. raise a potential business conduct or ethics issue as it relates to Apple


Answer: D 




You must provide your identity when you use Apple’s Business Conduct Helpline. You may not contact the Helpline anonymously.


A. True

B. False


Answer: B  QUESTION 55

The LED on a MacBook (13-inch Late 2009) MagSafe power adapter does not illuminate at all when it is plugged into the MacBook and you know the adapter is connected to a known good power source. What is the most likely cause of this symptom?


A. The MacBook has a faulty backup battery.

B. The MagSafe adapter needs to be reset first.

C. The MacBook has a faulty magnetic sleep sensor.

D. A MagSafe adapter connector pin is stuck down or dirty.


Answer: D 




A customer asks about RAM speed requirements to upgrade his Mac. To which Apple support site resource should you refer this customer?


A. Downloads

B. Discussions

C. Specifications

D. Technician Guide


Answer: C 




Which TWO details are derived from entering an Apple product’s serial number into the Online Service Assistant section of the Apple Support web page? SELECT TWO


A. Mac OS version

B. Warranty status

C. AppleCare name

D. Installed memory

E. Number of USB ports


Answer: B,C 




Which section of any Apple Technician Guide is the BEST place to look for instructions for replacing an internal component?


A. Views

B. Basics

C. Take Apart

D. Troubleshooting


Answer: C 




You require additional information about a specific problem with a customer’s Mac. Which one of the following resources is the Apple-recommended choice for researching the problem?


A. Downloads

B. Discussions

C. User’s manual

D. Apple support articles


Answer: D 




According to Apple Technician Guides, what should be completed before performing any take-apart steps when replacing a part in any Apple product?


A. Disconnect and reconnect all internal cables.

B. Lay the product on its side so it will not fall over.

C. Discharge the CRT and establish an ongoing ground.

D. Gather all necessary tools and perform all preliminary steps.

E. Order all available service parts for the appropriate configuration of the product.


Answer: D 




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