CMT CMT Customer Service & Communication 1

Question 1

A customer arrives angry about a previous repair that failed again. What is the BEST first step?

Accepted Answer

Apologize and actively listen to their concern

Answer

Acknowledging the customer's frustration and listening first de-escalates the situation and builds trust.

Question 2

Which communication style is most effective when explaining a technical issue to a non-technical customer?

Accepted Answer

Use plain language and avoid jargon

Answer

Plain language ensures the customer understands the issue without feeling overwhelmed by technical terms.

Question 3

A customer asks for a repair that you believe is not cost-effective compared to a replacement. You should:

Accepted Answer

Honestly present both options with costs so the customer can decide

Answer

Providing transparent options respects the customer's autonomy and builds long-term trust.

Question 4

What is the purpose of setting realistic expectations with a customer about repair time?

Accepted Answer

To prevent dissatisfaction if the repair takes longer than expected

Answer

Setting realistic timelines prevents complaints and demonstrates professional integrity.

Question 5

A customer disputes a charge on their invoice after picking up their repaired device. The best approach is to:

Accepted Answer

Review the work order with the customer calmly and explain each charge

Answer

Walking through the invoice itemizes the value of work performed and resolves misunderstandings professionally.

(CMT) Certified Mobile Tech Practice Test