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True or False:

The Genius Bar has a set time for customer interactions.

• True

• False

The time that each appointment

should be is?

• 13 - 18 min

• 12 - 17 min

• 15 - 20 min

• 17 - 25 min

True or False:

The symptom added at check in, determines the time allocated for the Genius Bar appointment.

• False

• True

How do you check this customer in.

Customer comes in with a phone that has a cracked screen,

but will not power on:

• Cracked Display

• Will Not Power On

• Physical / Liquid Damage

• Power and Charging

A customer's phone is boot looping with the white Apple logo:

• Disabled & Recovery Mode

• iOS

• Software & Installation Updates

• Hardware

Customer comes in with a phone in an Activation Unlock with a Proof of Purchase to have unlocked by a

Store Lead:

• Device Passcode

• Apple ID Password

• Apple ID Troubleshooting

• iCloud

Customer comes in and needs to reset Apple ID password but isn't sure of which email address they used.

• Schedule a call with AppleCare Phone Support

• Apple ID Password

• Apple ID Troubleshooting

• iCloud

True of False:

AppleCare Phone Support should be used only for Apple ID issues

• True

• False

Customer has a device that is having issues charging and holding a charge.

• Battery Life

• Power & Charging

• Will Not Power On

• Hardware

Customer's iTunes Store account has been disabled and can not download or update apps.

• Apple ID

• iTunes & App Store

• Schedule a phone call with

  AppleCare Phone Support

• iCloud