ASF ASF Customer Service and Documentation 3

Question 1

A written warranty disclosure given to a customer after a repair must include, at minimum:

Accepted Answer

The duration of the warranty, what it covers (parts and/or labor), and any exclusions

Answer

A list of all tools used during the repair

Answer

The technician's social security number

Answer

The route taken to the customer's home

Question 2

Which of the following is a correct practice when closing out a service call with the customer?

Accepted Answer

Review what was repaired, demonstrate normal operation, explain any maintenance tips, and obtain customer sign-off

Answer

Leave without speaking to avoid prolonged visits

Answer

Only mention parts replaced and collect payment immediately

Answer

Ask the customer to test the appliance themselves and call back if there are problems

Question 3

Why must a technician document the refrigerant type and amount recovered and recharged on the service order?

Accepted Answer

EPA Section 608 requires records of refrigerant recovered and recharged, including type and quantity, to be kept on file

Answer

For the technician's personal equipment log

Answer

To calculate the customer's utility bill savings

Answer

Refrigerant documentation is optional if the repair is minor

Question 4

When a customer speaks limited English during a service call, the technician's best approach is to:

Accepted Answer

Use simple language, diagrams, or translation tools to ensure the customer understands the repair and cost

Answer

Refuse to perform service until the customer finds an interpreter

Answer

Communicate only via the invoice and skip verbal explanation

Answer

Charge an extra 'language fee' for the additional time

Question 5

What is the primary reason a technician should never accept cash payments that bypass the company's billing system?

Accepted Answer

It constitutes fraud, violates company policy, and deprives the customer of a proper receipt and warranty documentation

Answer

Cash is difficult to carry

Answer

The company does not have change for large bills

Answer

Cash payments slow down the next appointment

Question 6

A technician notices that an appliance model has a manufacturer safety recall notice. The correct action is to:

Accepted Answer

Inform the customer of the recall, provide recall contact details, and document the notification on the service record

Answer

Proceed with the original repair and ignore the recall

Answer

Remove the recall sticker so the customer doesn't worry

Answer

Perform the recall repair immediately without manufacturer authorization