On Point
When marking a customer here, I need to put in at least _ descriptive items.
What is 3?
If a device flags for depot for in store repair do we request an override or ship off to depot?
What is ship dat off. (yuh)
What are the FOUR problem spaces?
What is 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?
What is Mobile Genius > Product > Estimated trade-in values
How early can I check someone in for an appointment?
What is 5-10 minutes?
What is the TAT an in store repair?
What is 60 minutes?
What are the THREE principle stages of the systematic troubleshooting process?
What is Evaluate, Isolate, and Resolve
When doing a restore, should I wait with my customer?
False
Where can you find purchase options during your session?
What is 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)
What is Basic Troubleshooting (BT)?
There are no appointments checked in, can I work on Mac repairs? (Genius)
What is NAURRR. 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?
What is Reference: RS300
What TWO important questions should I ask my customer when creating an appointment?
What is... 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?
What is Repair Central (RS94)
My customer is coming in for a rear cracked display. The device failed Rear System Compatibility Check. Are they eligible for same unit repair?
What is 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?
What is 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?
What is... TAGS> Purchase details>Possible Trade-ins>Recent Backup> AppleID Password
What app should I be using to assist a customer with an iPhone purchase?
What is Ways 2 Buy.
A customer has a cracked display, what type of repair should I offer? (Mac)
What is 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.
An unsuccessful repair requires a full unit replacement, can Apple Care Plus still be added to the full unit?
What is yes, must be attached to old serial number.