CMT CMT Customer Service & Communication 2

Question 1

What information should be collected on a repair intake form?

Accepted Answer

Customer contact info, device description, reported issue, and visible damage

Answer

Only the customer's name and phone number

Answer

Device serial number only

Answer

Payment method only

Question 2

A customer becomes verbally aggressive. The CMT-recommended response is to:

Accepted Answer

Stay calm, maintain a professional tone, and offer to involve a manager if needed

Answer

Match their aggression to assert authority

Answer

Immediately call law enforcement

Answer

Walk away without responding

Question 3

Why is it important to obtain customer authorization before performing additional repairs discovered during service?

Accepted Answer

To ensure the customer agrees to additional costs and maintains trust

Answer

To meet state licensing requirements only

Answer

To delay the repair process

Answer

To upsell unnecessary services

Question 4

Which practice best demonstrates active listening when a customer describes a problem?

Accepted Answer

Paraphrasing the customer's description back to confirm understanding

Answer

Interrupting with technical questions immediately

Answer

Taking notes without making eye contact

Answer

Nodding while planning the repair mentally

Question 5

A repair estimate turns out to be significantly higher than quoted. You should:

Accepted Answer

Contact the customer immediately with the revised estimate before proceeding

Answer

Complete the repair and present the new total at pickup

Answer

Absorb the additional cost without disclosure

Answer

Cancel the repair without notifying the customer

Question 6

What is the benefit of using a standardized checklist when completing a repair?

Accepted Answer

It ensures consistent quality and provides documentation of steps completed

Answer

It slows down the repair process unnecessarily

Answer

It is only required for warranty repairs

Answer

It replaces the need for customer communication