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Contest Info
About MART
Competition Technical Standards
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Schools & Educators
Get Involved
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Written Test
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Written Test
Major Appliance & Refrigeration Technology
SkillsUSA 2019 Written Test Judge Form
Return to Judge Forms
Written Test Assessment Form
Step
1
of
4
25%
Judge Information
Judge Name
*
Choose
Art Tedrick
Brannon Harris
Scott Brownell
Dan Reese
Dave Shertzer
David Baker
Doug Couts
Ed Besalke
Justin Thomas
Mark Andersen
Matt Faber
Michael Noe
Mike Cox
Mike Callahan
Randy Refro
Shawn Connely
Steve Thompto
Judge's Organization
*
Choose
Asurion
B&B Appliance
Bosch
CFESA
Core Centric
Electrolux
General Electric
Marcone
Mr. Appliance
Professional Servicers Association
Reliable Parts
Sub-Zero Group
United Servicers Association
Station Number
*
Choose
1
2
3
4
5
6
7
8
9
10
Contestant Number
*
Date
MM slash DD slash YYYY
Start Time
*
:
Hours
Minutes
AM
PM
AM/PM
Written Test
Customer Relations Assessment Test
When answering a customer questioning on an invoice about the cost of the repair:
*
You should listen carefully and explain in detail each cost in question.
You should immediately discount the charges, until the customer is satisfied.
You should tell them to call the service manager after you leave.
All the above.
When the customer asks a question about their product you should:
*
Refer them to the use and care manual.
Refer them to the customer service 1-800 phone number.
You should attempt to answer the question as politely and correctly as possible.
All the above.
While knocking at a customer’s door you should:
*
Maintain about three feet and not crowd the door.
Try the door to see if it is unlocked.
Knock harder, if no one answers in thirty seconds.
All the above.
You arrive at a call, only to find that the product in question is electronically programmable and you have never seen this model before:
*
You should sit down a read the owner’s manual cover to cover before you proceed.
You should tell the customer this is a model you have never seen before.
You should ask the customer to show you how they last programmed it before it stopped working, then go over the procedure from the owner’s manual with the customer.
All the above.
When repairing a customer’s product in their home, you should:
*
Always make sure to protect the floor when moving products to repair.
Never place your tools directly on adjacent counters or furniture.
Protect the customer’s property by using skid mats or customer care mats.
All the above.
When arriving at a customer’s home to repair a product, a teenage girl answers the door and invites you in:
*
You should tell the teenage girl that your company does not allow you to enter a home without an adult present.
Before you enter, ask if an adult is home to take care of authorization and payment of bills.
If no adult is at home, you should reschedule the call for a time when an adult will be home.
All the above.
Educating customers to avoid or resolve product customer usage issues:
*
Is a manufacturer problem and should be referred to the manufacturer.
Can waste a lot of an ASPs time needlessly.
Can usually be taken care of quickly by using the Use and Care Manual to educate the customer.
All the above.
A customer arrives at your Service Center to purchase a part. The cost of the part is $10.00, which they promptly pay for while telling you that your competitor tried to charge them $95.00 for the same part. How would you handle this situation?
*
You should encourage the customer to get even.
You should explain that you can only speak for your company and that your prices are based on fairness to the customer.
You should tell the customer that they been dealing with a crook and that they should report the matter to the Better Business Bureau.
All the above.
Which statement(s) are true?
*
First impressions are lasting impressions.
The customer will overlook bad customer service if the product is fixed correctly.
Customers have no problem waiting all day for an ASP to show up to repair their product.
All the above.
The most important part of an ASP’s job is to ensure that the customer is satisfied with:
*
The ASP’s company.
The service call or repair.
The product.
All the above.
What is customer satisfaction?
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Fixing the customer product.
Not breaking anything in the customer's home.
The customer’s impression the service provider has exceeded their service expectations.
All the above.
Why is customer satisfaction important to a service company?
*
To get kick backs from appliance dealers.
Builds customer loyalty.
To create a high customer base.
All the above.
Why is customer satisfaction important to an ASP?
*
Makes your job more interesting.
Increase pay.
Possible promotional opportunities.
All the above.
What ISHP behavior(s) will cause an unsatisfied customer?
*
Explain the repair involved.
Demonstrate that the repair has solved the problem.
Parking in the customer drive with your service truck.
All the above.
What communication skill(s) should an ASP establish with a customer?
*
Be a good listener, establish feedback with the customer, ask questions.
Assume the customer does not know what they are talking about.
Keep your mouth shut do not talk to the customer.
All the above.
Thing(s) to avoid when talking to the customer:
*
Avoid blaming the product.
Avoid giving them a bill.
Feel free to discuss any topic with the customer.
All the above.
What word(s) should you never use with a customer?
*
Reschedule
Order
Can’t
All the above.
What is the best way(s) to exceed a customer’s expectations?
*
Wear protective shoe covers over your shoes when entering their house.
Order parts to repair their product.
Reschedule their service call.
All the above.
When is it a good practice to show the customer empathy?
*
Depends on the customer attitude.
When you give them the bill.
Always.
All the above.
Which action(s) below will not help you win back a dissatisfied customer?
*
Apologize sincerely.
Give them the name another service company.
Fix the problem quickly.
All the above.
What can you do to defuse an angry customer?
*
Don’t lose your cool.
Find out the facts.
Suggest a way to fix the problem.
All the above.
What is the most important behavior(s) in satisfying a customer on a service call.
*
Not having to order parts.
Total cost of the repair.
Arrive at the customer’s home on the scheduled day and time.
All the above.
When dealing with a dissatisfied customer, what is the best way(s) to resolve the issues?
*
Give the customer everything and more.
Tell what you are going to do to resolve the issues.
Ask the customer what they would like you to do to resolve the issues.
All the above.
What is the best way(s) to increase customer satisfaction by fixing the product on the first call?
*
Read the service manual before you go on the service call.
Prescreen the call and take the parts with you that you think will fix the failure.
Call the tech line before you go to the customer’s home.
All the above.
What is the best way(s) to ensure that you have provide quality service to a customer?
*
Call the customer after the service call has been completed.
Have your IHSP leave a survey card with the customer.
Mail a survey to the customer after the service call has been completed.
All the above.
You've Complete the Test
STOP HERE
Please Notify the Judge that Your Test is Complete
Judge Instructions
Select the next button and complete the questions on the following screen.
Contestant Evalutation
Please evaluate the contestant's customer relations skills below.
Poise & Focus
Range: 0-25 Points
20 - 25 Excellent
15 - 19 Above Average
9 - 14 Average
0 - 8 Below Average
Poise & Focus Points Awarded
*
Choose
25
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21
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19
18
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1
0
Comments on Poise & Focus
Personality
Range: 0-25 Points
20 - 25 Excellent
15 - 19 Above Average
9 - 14 Average
0 - 8 Below Average
Personality Points Awarded
*
Choose
25
24
23
22
21
20
19
18
17
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14
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1
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Comments on Personality
Additional Judge's Comments
End Time
*
:
Hours
Minutes
AM
PM
AM/PM
Residential & Commercial Appliance Technology
