CMT CMT Customer Service & Communication 3

Question 1

A customer wants to retrieve data from a severely damaged phone before repair. What is the appropriate response?

Accepted Answer

Inform them of data recovery options and limitations, then get written authorization

Answer

Attempt recovery without discussion to save time

Answer

Tell them it is impossible without attempting

Answer

Charge a flat fee and guarantee full recovery

Question 2

When is it appropriate to decline a repair job?

Accepted Answer

When the technician lacks the skills or parts to do it safely and correctly

Answer

Whenever the repair would be time-consuming

Answer

When the device is older than three years

Answer

Only when the customer is rude

Question 3

A customer claims their screen was cracked when returned, but it was cracked before intake. Which record protects the technician?

Accepted Answer

The signed intake form documenting pre-existing damage

Answer

Verbal confirmation from a coworker

Answer

The payment receipt

Answer

The parts invoice

Question 4

Which method is MOST effective for communicating repair status to a busy customer?

Accepted Answer

Send a text or email update at key milestones without requiring a callback

Answer

Require the customer to call for all updates

Answer

Post updates only on a website

Answer

Only communicate when the device is ready

Question 5

A customer asks whether a third-party screen replacement will affect their manufacturer warranty. You should:

Accepted Answer

Honestly explain that third-party parts may void OEM warranty and let the customer decide

Answer

Tell them it will not affect the warranty to close the sale

Answer

Refuse to discuss warranty implications

Answer

Recommend only OEM parts regardless of cost

Question 6

What does 'managing customer expectations' mean in a mobile repair context?

Accepted Answer

Clearly communicating realistic outcomes, timelines, and potential risks before work begins

Answer

Promising perfect results to win business

Answer

Only quoting the best-case scenario

Answer

Avoiding discussion of negative outcomes