On Point
When marking a customer here, I need to put in at least _ descriptive items.
3
What is RTW?
Return to Warehouse.
What are the FOUR problem spaces?
Software, Hardware, Environment, and Educational Opportunity.
A customer just got a new phone from Verizon and wants their data transferred from their old phone, do I set them up with an appointment?
False
Where do you find trade in values during a session?
Mobile Genius > Product > Estimated trade-in values
How early can I check someone in for an appointment?
5-10 minutes
Runners have to be complete within _ minutes?
2
What are the THREE principle stages of the systematic troubleshooting process?
Evaluate, Isolate, and Resolve
When putting in a reverse runner, can I take the runner backstage?
False
Where can you find purchase options during your session?
Explore App (demo iPhones) and Ways To Buy
How long after an appointment is late should you create a new appointment?
What is 15 minutes.
What must be done before adding AC+ to a customers device? (After 60 days)
Basic Troubleshooting (BT)
There are no appointments checked in, can I work on Mac repairs? (Genius)
No. Assist Product Zone at On-Point or APU.
Should I take my own Red Carpet if no one is checked in at the GB?
True
What are the steps to add Apple Care Plus after repair was done for a device within one year?
Reference: RS300
What TWO important questions should I ask my customer when creating an appointment?
Do you have a recent iCloud backup?
Do you know your Apple ID and password?
My customer has a handwritten receipt as proof of purchase. Where can I go to check if it's acceptable?
Repair Central (article)
My customer is coming in for a rear cracked display. The device failed Rear System Compatibility Check. Are they eligible for same unit repair?
Devices that display in Mobile Genius "This device may be eligible for an iPhone Rear System with the use of....." are considered eligible for SUR.
"I just got a phone 4 months ago, my son cracked the screen. I don't have AC+, can I get it now?"
True, after paying now cost for repair.
I usually go to my carrier to upgrade for all my devices. Can Apple offer me those promotions as well?
Apple offers carrier options in store as long as you are an authorized user.
What are good effective notes when marking a customer as here?
TAGS> Purchase details>Possible Trade-ins>Recent Backup> AppleID Password
What app should I be using to assist a customer with an iPhone purchase?
Ways 2 Buy.
A customer has a cracked display, what type of repair should I offer? (Mac)
Depot (Store or Customer)
I just checked in an iPhone for a display replacement. I should drop it off in the repair room.
False. Run the part and put customers phone in a labeled sleeve.