CFP Customer Relations & Service 3

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?

Accepted Answer

Document the change in a written change order with revised pricing before proceeding

Answer

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:

Accepted Answer

Confirm the job site location but protect the customer's personal information

Answer

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:

Accepted Answer

Review costs and offer a reasonable loyalty discount if margins allow, explaining the rationale

Answer

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?

Accepted Answer

The customer repeatedly calls for updates and expresses doubt about material choices

Answer

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?

Accepted Answer

The contractor if HOA approval was listed as the contractor's responsibility in the contract

Answer

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.

(CFP) Certified Fence Professional Practice Test

(CFP) Certified Fence Professional Practice Test

CFP Customer Relations & Service 3