On Point
When marking a customer here, I need to put in at least _ descriptive items.
3
What is RTW?
Return to Warehouse.
What should we do if FaceID fails diagnostics?
Replace TrueDepth camera. (Face ID)
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
How many months of installments does T-Mobile offer?
24
Its 3 p.m. and Becca doesn't have an appointment but needs to see a technician for a Mac that won't power on. (Next available appointment is at 6 and the Drop In time 45-50 min)
Drop In (Wait) time
Runners have to be complete within _ minutes?
2
I just created an SNR for my carrier to come back for a swap after backing up their device. What should I do?
Run the part.
When putting in a reverse runner, can I take the runner backstage?
False
My customer just got a new phone and now wants help setting up their device.
Position at-home setup (where applicable).
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, Avenues or APU/Setup.
Should I take my own Red Carpet if no one is checked in at the GB?
True
My customer wants to purchase a new phone but doesn't have a backup. What should I do?
Have the customer backup before trading in device.
I forgot my iCloud Password. Can you help me reset it?
Whats the best solution for this customer?
What is a Support Call.
My customer has a handwritten receipt as proof of purchase. Where can I go to check if it's acceptable?
Repair Central (article)
A customers battery has exceeded expectations. Other than repair, what are their options?
Trade-in (using carrier offers)
"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 am on iPhone sales, what do I need to do as I approach my customer?
Start the session.
What 3 products should we position a support call for?
Beats (headphones), watches, AppleID
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.
True. Run the part to yourself, and drop off in RR.
What are customers options for purchasing a new phone?
Carrier financing, iPhone Upgrade, Apple Card Monthly Installments, Outright.