CCT CCT Customer Service & Business Practices

Question 1

What is the primary purpose of a pre-inspection walk-through with the customer before carpet cleaning begins?

Accepted Answer

To identify problem areas, set expectations, and document existing damage

Answer

To sell additional services before starting

Answer

To test all cleaning chemicals on the carpet

Answer

To check that all equipment is functioning properly

Question 2

Which document should a carpet cleaning technician provide to a customer that outlines the services to be performed and their costs?

Accepted Answer

Work order or service agreement

Answer

MSDS or SDS sheet

Answer

Equipment maintenance log

Answer

IICRC certification card

Question 3

When a customer complains about a recurring stain after carpet cleaning, the best first response is to:

Accepted Answer

Listen, acknowledge the concern, and offer to return to re-treat the area

Answer

Explain that the stain was impossible to remove

Answer

Charge an additional fee for the return visit immediately

Answer

Advise the customer to use a store-bought stain remover

Question 4

What is 'wicking' in carpet cleaning and how should it be explained to customers?

Accepted Answer

When residual moisture from the backing draws dissolved soils back to the surface as the carpet dries

Answer

A deep agitation cleaning method for heavily soiled carpets

Answer

A type of synthetic carpet fiber construction

Answer

A chemical reaction between cleaning agents and carpet dyes

Question 5

What is best practice when a stain cannot be removed from a customer's carpet?

Accepted Answer

Inform the customer honestly, document the stain, and explain why removal is not possible

Answer

Leave the job site without drawing attention to it

Answer

Charge the full amount and hope the customer does not notice

Answer

Apply increasingly aggressive chemicals until the stain disappears

Question 6

Why is it important to place corner guards and furniture tabs during a carpet cleaning job?

Accepted Answer

To protect walls from hose damage and prevent moisture or rust transfer from furniture legs to damp carpet

Answer

To improve water flow through extraction hoses

Answer

To mark which areas of the carpet have been cleaned

Answer

To increase air circulation and reduce drying time