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

A complete intake form protects both the technician and customer by documenting the device's condition prior to service.

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

Remaining professional and offering escalation options protects staff and often resolves conflicts.

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

Unauthorized work can lead to billing disputes and damage the shop's reputation.

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

Paraphrasing confirms comprehension and shows the customer their concern has been heard.

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

Prompt disclosure of cost changes respects the customer's financial decisions and maintains ethical standards.

(CMT) Certified Mobile Tech Practice Test