Business and Customer Relations

Question 1

If you find yourself at odds with a confrontational customer, you should

Answer 1

keep your cool, learn as much as possible about the

customer’s complaint, continue working if possible, but call your supervisor to report the incident

Question 2

When entering a customer residential premises you should always

Answer 2

place a clean pair of disposable covers over your shoes

Question 3

If the technician is on a service call and notices another potential problem not related to the current work order, what should the technician do?

Answer 3

discuss what you have found with the customer and your supervisor so that the customer can decide whether to authorize the additional repair

Question 4

Which of the following is a required part of the work order?

Answer 4

B. form completed in legible hand writing

C. complete list of materials used and amount of time spent on the job

Question 5

Getting the customer to sign the work order should be

Answer 5

the last thing that you should do before leaving the job

Question 6

Which of the following is a part of your responsibility relative to your work crew?

Answer 6

working safely on the worksite

Question 7

You are called to a job site to perform some maintenance work on a system and after you are finished the customer approaches you and offers
to pay you cash directly to perform some additional work. In this situation it would be ok to?

Answer 7

refuse the offer politely and if it happens again notify your supervisor of the situation

Question 8

What should the technician do in a situation where he is working on a refrigeration system that operates a case that holds perishable food items, the compressor has failed, it is 5:00 on a Monday evening, and it will take a few additional hours to repair the rack?

Answer 8

request authorization from the customer to stay on the job until it is finished that evening