Role-play scenario: you are expected to respond to this woman's concerns as though you were an Advisor. A woman calls on the first day of her honeymoon in Hawaii and discovers that a water bottle has leaked all over her iPhone. The phone is dripping wet, has powered off and the customer is extremely distressed about the recent photos she took on her wedding day.
What is your biggest weakness?
Basic iOS troubleshooting questions and critical thinking
Where is the apple headquarters?
The customer service part is a breeze for me. Emphathize with each role play they give you. The tech questions were more difficult. included explaining RAM to an old person, what would you do if your phone email wasn't working?, is RAM Volitale or stable, what is WIfi, what is Bluetooth? some of these questions I would not know if I didn't look up first. They are definitely looking for you to acknowledge the callers personal problem first though. Which is probably most important. They can train you on their equipment but it is hard to teach interpersonal skills if you don't have them to begin with....
What is CPU?
When is a specific time that you had to balance commitments?
What is the difference between hard drive memory and RAM memory?
During the interview with the recruiter she asked to define empathy.
The role-playing scenarios tempt people to go straight into troubleshooting mode, when they're really designed to see if you really empathize with the customer.
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