Information

Question 1

What three key pieces of information might be found in the Job Specification?

Answer 1

• Equipment to be installed
• Installation location
• Sizing

Question 2

What is one of the key functions of the Job Specification for contractors?

Answer 2

It allows the contractor to create an accurate costing for the project.

Question 3

What will be added to the costing that will be sent to the customer from the contractor?

Answer 3

Any desired profit margins

Question 4

What two things do the plans/drawings illustrate?

Answer 4

• Building layout
• Poisition of accessories & equipment

Question 5

True or false:
Each architect will use their own bespoke symbols denoting equipment and accessories.

Answer 5

False.
This would be insane, symbols are standardised.

Question 6

True or false:
Plans and drawings are to scale.

Answer 6

True.
Otherwise it would be difficult to actually use them.

Question 7

What piece of documentation would be used to show the progress of work on site, and illustrate what each trade/ group should be doing at any given time?

Answer 7

A Work Programme

Question 8

What kind of documentation is used to denote that material has arrived on site?

Answer 8

A Delivery Note

Question 9

How is the delivery of material proved to the seller?

Answer 9

A copy of the signed Delivery Note is returned to the seller, as proof of delivery.

Question 10

What piece of documentation is used to track hours worked, payment owed to employees and calculation of future costs?

Answer 10

A Timesheet

Question 11

What piece of documentation is legally necessary if a company has five or more employees?

Answer 11

A Health & Safety Policy

Question 12

True or false:
An environmental policy should only be external to company, only being seen by suppliers and clients.

Answer 12

False.
It should be internal as well, y’know?
Make sure your employees know about your environmental policy?

Question 13

What piece of documentation would be needed to address any concerns an individual person may have regarding the amount of pollution/ waste is being produced by your company?

Answer 13

An Environmental Policy

Question 14

What two things does an environmental policy need in order to be considered legitimate?

Answer 14

• Reviews at regular intervals
• Signature by a senior executive

Question 15

What document might a company use to show potential customers what treatment they might expect from using the company’s service?

Answer 15

A customer service policy

Question 16

What five pieces of information might a basic customer service policy include?

Answer 16

• Customer service phone line
• Email contact
• Company details
• Opening hours
• Delivery times

Question 17

In summary, what is the role of a customer service policy?

Answer 17

It’s an important way of reaching out to customers and paves the way for customer loyalty.

Question 18

What is a quote in relation to a customer?

Answer 18

A quote is a way for a prospective customer to see how much it would cost to have work done.

Question 19

True or false:
Quotes are not fixed.

Answer 19

False.
Quotes are fixed, they form the basis for the contract.

Question 20

True or false:
Estimates are flexible and can vary.

Answer 20

True.
Estimates are variable, as costs involving materials, customer requirements, manpower are variable.

Question 21

True or false:
An invoice determines how a customer should pay.

Answer 21

True.
An invoice (bill) determines what has been done to warrant payment, and will often contain the payment method/ account number.

Question 22

True or false:
An invoice is issued only once work has been completed.

Answer 22

False.
The customer could have already purchased the service/ products provided.

Question 23

True or false:
A customer has a statutory right to cancel.

Answer 23

True.
So long as the work hasn’t commenced and is within a certain timeframe.

Question 24

What five pieces of documentation must be given to the consumer upon completion of a project?

Answer 24

• schedule of inspections and testing
• electrical installation or minor works certificate
• manufacturers’ instructions
• warranty
• contact numbers

Question 25

True or false:
Once an installation has been completed, the consumer is left to figure out how to use/ set pieces of equipment.

Answer 25

False.
They must be shown all the equipment installed and be 100% clear on how to use it.

Question 26

True or false:
Clearly written policies regarding dress code, timekeeping and behaviour will help maintain a company’s image.

Answer 26

True.
All of these things help to keep your company in good stead with customers, and is more likely to spur on recommendations.

Question 27

What are the four key aspects of an employment contract between employee and employer?

Answer 27

• Rate of pay
• Working hours
• Leave entitlement
• Job description

Question 28

True or false:
Apprentices will work with little/ no supervision.

Answer 28

False.
They should be supervised at all times and given very little responsibility.

Question 29

True or false:
Level 2 NVQ qualified personnel will be given complex tasks with a great deal of supervision.

Answer 29

False.
They should be given simple tasks with adequate supervision.

Question 30

True or false:
Level 3 NVQ qualified personnel should be given complex tasks with little to no supervision.

Answer 30

True.
They should be given more complex tasks with little to no supervision.

Question 31

What four qualities are needed of someone working in a managerial/ supversiory role?

Answer 31

• A great deal of experience in both regulations and design/ installation of a variety of systems.
• May be qualified to Level 5.
• Good managerial and organisational skills.
• Responsibility for the operatives under their supervision.