This metric is used to assess service performance with respect to bad board returns policy
What is KBBTAT?
100
Techs must store parts on a way that avoids environmental damage, overloading and this
What is crush damage?
100
The selling skills acronym: APPLE consists of these steps: Approach, This, Present, Listen and End
What is Probe?
100
This is consistently the top CSAT detractor/attractor
What is Repair Quality?
100
Apple requires these ESD compliance tools:
Conductive workbench mat, Wrist strap, Wire lead with alligator clips and This
What is a Ground/polarity tester?
200
SP performance is measured by the 4 metrics, each of which represents 25% of this
What is the Total Attainable Score?
200
Apple requires AASPs to maintain at least one ACMT for this many repairs completed per week
What is 30?
200
Always open with a Warm Welcome and end with this
What is a Fond Farewell?
200
ASPs may charge fees for these two OOW services
What is: (2 of) HW repair. Diagnosis. Troubleshooting, SW installation, Upgrades
200
You can contact TSPS
by clicking either this or this or in the SSOL menu Bar
What are Chat and Email?
300
To make sure you keep to REPTAT Gold Standards, when you receive a non functional part, mark it as this and return it in this time frame
What is DOA/same day received?
300
Costly time can be spent “starting over” if Techs do not make clear comments in this GSX field
What is Diagnosis/Notes? (Steps to Reproduce etc)
300
Open Questions ask the Customer for detail, ex: What did you do next? Closed Qs do this:
What is confirm info with a yes/no inquiry, ex:
Did you unplug it first?
300
KBBTAT drives part cost because the longer it takes to get a KBB back here the more new parts are needed to maintain part availability
What is the screening center?
300
This solves the time wasting problem of cumbersome data entry and hard to read serial numbers.
What is a barcode reader?
400
Scoring goals are based on this
What is the average performance of all SPs in a region?
400
Techs must explain which of these and this will be covered under Apple warranty, or, their cost if an out-of-warranty repair:
What are parts and labor?
400
When recommending a total solution, Techs should mention this early in the conversation- not as an afterthought at POS
What is APP?
400
Failure to validate that a machine is returned in working order negatively affects this metric
What is FTF?
400
A link to GSX Training can found in this part of the GSX Home Page
What is the Message Center?
500
If a Provider has an SE score of 55, an attainable bonus of 65% and an Earned Compensation Multiplier of 36% then this Multiplier will be applied to the labor bonus
What is 136%?
500
Under SMART, service technicians must match the module-level ________ (blank) to service orders.
What is serial number?
500
• “It’s always a challenge when then happens” • “I felt a little overwhelmed at first too” - are examples of this
What is empathy?
500
ACMTs are authorized to repair these Apple products
What are Apple desktop, portable, and server products?
500
During unit pick up you must provide this which lists detailed repair information