5 key strengths
Customer Engagement Model
Apple care/plus
iOS7
OSX
100
You Get what you pay for
What is Value
100
what are the steps of the CEM
What is WELCOME, LISTEN,DISCOVER&CLARIFY,RECOMMEND SOlUTIONS and CLOSE
100
All Apple hardware comes with a one-year limited warranty and 90 days of complimentary telephone technical support. To extend coverage further, customers may purchase
What is APPLE CARE +
100
Name the devices that run on ios7
What apples mobility devices include iPhone,iPad,iPod
100
name a device that runs on OSx
What is MAC, iMAC, MACbook Pro, Macbook Air, Mac Pro
200
I love Apple support, never having had a bad experience and patient, pleasant people to help. Wouldn't buy a Mac without including it as I have no one else around to help me with all my questions. They always act like they are waiting just to help me. Thanks, Apple Support people. Keep up the good work with your great attitude.
What is CUSTOMER EXPERIENCE
200
I would delight the customer with my polite and happy tone and ask how I can help.
What is WELCOME
200
AppleCare+ must be purchased at the same time as
What is iPhone, iPad, iPod touch or iPod classic.
200
what ios7 device includes a fingerprint scanner "Touch ID"
What is 5s
300
The Ability to use your kensington mouse with your Mac computer
What is intergration
300
By asking open and closed ended questions and confirming with the customer (recap) that I understand the reason for their call.
What is Discover and Clarify
300
The window for customers to purchase AppleCare+ through the AppleCare Contact Centres or Apple Retail is
What is 60 days from the purchase date of their iPad, iPhone, iPod touch, or iPod classic
300
This allows you to listen and play music by simple tap. You can select by album, artist, song, or genre. You may also access Genius Mixes, Podcasts and Audiobooks.
What is IPOD
300
Every new Mac comes with OS X Mavericks. And for the first time, customers can upgrade to the latest version of OS X for free from the Mac App Store. True Or false
What is true
400
Thirty years ago, Apple introduced the Macintosh with the promise to put the creative power of technology in everyone’s hands
What is Innovation
400
every apple experience should be
What is memorable, relevant,customized
400
With the AppleCare Protection Plan, you can extend your service coverage to ____ years from the computers purchase date
What is 3 years
400
true or false you can store your entire media library on your iPod classic
What is True
400
puma is the name of the 2nd version of OSx true of false
What is False.. its the 3rd
500
An iPhone 5S has quite a range of built-in features, even without any apps installed. The ones you're going to want to make the most regular use of are the alarm clock, the calendar, and the App Store. These are basic tools without much know-how required, and making use of them should be a cinch for even the wariest iPhone owner.
What is EASE OF USE
500
by summarizing everything we covered in the call to ensure that all the customers needs have been met. Also if there was an opportunity to sell the items to the customer offer to process the order for in-store pick up or home delivery. I will explain what the customer should expect next Then I would verify the customer has no other questions or concerns prior to ending the call or transferring the call.
What is CLOSE
500
To receive service for Applecare you may be requested to provide?
What is Provide your Plan Agreement Number and a copy of your Plan’s original proof of purchase
500
THIS iOS7 product includes A6 chip. 8MP iSight camera. 4-inch Retina display
What is iPhone 5c
500
The name of the 11th version of OSX
What is Mavericks
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