CFP Customer Relations & Service 3 — Questions and Answers
Question 1: A customer calls mid-project to request an upgrade from chain-link to ornamental iron fencing. How should the CFP handle this change order?
- Absorb the additional cost to maintain customer goodwill
- Refuse all mid-project changes as a policy
- Document the change in a written change order with revised pricing before proceeding (Correct answer)
- Make the change and bill the difference at the end
Correct answer: Document the change in a written change order with revised pricing before proceeding
A written change order signed by both parties before work continues ensures the customer understands and agrees to the revised scope and price.
Question 2: When a neighbor approaches a fence contractor on the job site and asks who hired them, the contractor should:
- Share the customer's full contact information freely
- Confirm the job site location but protect the customer's personal information (Correct answer)
- Ignore the neighbor completely
- Give the neighbor the customer's phone number to resolve any issues directly
Correct answer: Confirm the job site location but protect the customer's personal information
Protecting customer privacy is a professional obligation; sharing only job-site-relevant information respects confidentiality while addressing the neighbor's concern.
Question 3: A long-term commercial customer requests a significant discount on a repeat project. The BEST approach is to:
- Always refuse discounts to set consistent pricing
- Review costs and offer a reasonable loyalty discount if margins allow, explaining the rationale (Correct answer)
- Match any competitor price without question
- Add hidden fees elsewhere to compensate for the discount
Correct answer: Review costs and offer a reasonable loyalty discount if margins allow, explaining the rationale
Acknowledging loyalty with a transparent, financially viable discount strengthens the relationship without compromising business integrity.
Question 4: Which situation MOST likely indicates a customer is at risk of canceling a contract?
- The customer asks for an itemized invoice
- The customer repeatedly calls for updates and expresses doubt about material choices (Correct answer)
- The customer requests the work begin sooner than scheduled
- The customer pays the deposit promptly
Correct answer: The customer repeatedly calls for updates and expresses doubt about material choices
Frequent calls expressing uncertainty signal unresolved concerns that, if left unaddressed, often lead to cancellations or disputes.
Question 5: A customer's HOA rejected the approved fence design after installation was complete. Who bears responsibility for ensuring HOA approval was obtained?
- Always the fence contractor
- The contractor if HOA approval was listed as the contractor's responsibility in the contract (Correct answer)
- Always the homeowner regardless of contract language
- The HOA for approving a non-conforming design
Correct answer: The contractor if HOA approval was listed as the contractor's responsibility in the contract
Responsibility follows the written contract; if HOA approval was assigned to the contractor, they are liable, but if it was the homeowner's duty, the homeowner bears responsibility.
Question 6: What is the PRIMARY purpose of conducting a post-installation walkthrough with the customer?
- To collect final payment before the customer notices any issues
- To confirm the work meets the agreed specifications and obtain customer sign-off (Correct answer)
- To upsell additional services before leaving the property
- To document job site photos for the contractor's portfolio only
Correct answer: To confirm the work meets the agreed specifications and obtain customer sign-off
A walkthrough ensures the customer acknowledges satisfactory completion, reducing future disputes and providing an opportunity to address any final concerns.
Question 7: A commercial customer needs a large perimeter fence installed in three phases over six months. The BEST billing approach is:
- Bill everything at the start of the project
- Bill in full only upon 100% project completion
- Establish milestone-based payment schedule tied to phase completions in the contract (Correct answer)
- Bill monthly regardless of progress
Correct answer: Establish milestone-based payment schedule tied to phase completions in the contract
Milestone billing aligns payments with measurable progress, protecting the contractor's cash flow while giving the customer confidence that payments reflect completed work.
CFP Customer Relations & Service 3
A customer calls mid-project to request an upgrade from chain-link to ornamental iron fencing.
How should the CFP handle this change order?