Account Manager Test

27 Questions

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Manager Quizzes & Trivia

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Questions and Answers
  • 1. 
    As an Account Manager, what is the most important that you will be focusing on?
    • A. 

      Managing Technicians

    • B. 

      Making sure scheduling is being done correctly

    • C. 

      Making sure your assigned accounts are satisfied with our services

    • D. 

      Acquiring new customers and accounts

  • 2. 
    What is the first thing you do as part of your procedure when you arrive to work?
    • A. 

      Check your personal email for any important or emergency emails

    • B. 

      Check your assigned account emails

    • C. 

      Call customers to get feedback

    • D. 

      Check over previous days jobs and make sure they are closed out

  • 3. 
    When assigned a task, where do you input that task and assure that it will get done in a timely manner
    • A. 

      By replying back to the email and stating that it will be done soon

    • B. 

      On a note pad

    • C. 

      On your personal calendar

    • D. 

      On the scheduling calendar

  • 4. 
    After you have checked your personal emails, what is your next procedure step?
    • A. 

      Make sure technicians are at their first job

    • B. 

      Look over your assigned account emails (New Emails)

    • C. 

      Look over starred emails

    • D. 

      Look over yesterdays work orders

  • 5. 
    From what you have been taught, please explain the tagging system and how it works
  • 6. 
    You need to star the email if it is tagged no matter if the email is intended for you or not
    • A. 

      True

    • B. 

      False

  • 7. 
    What is the importance of the "Star System"
    • A. 

      So you are able to see which jobs are scheduled

    • B. 

      To see which emails are tasks

    • C. 

      So you can distinguish the trash in your mailbox

    • D. 

      So you are able to manage your tasks as well as tagged emails

  • 8. 
    Please select from the options below as to what you need to be keeping track of when managing technicians (Select all that apply)
    • A. 

      Technician check in and check out time

    • B. 

      Amount approved on the job

    • C. 

      Making sure the technicians fill out their custom fields/send photos

    • D. 

      Customer feedback for the technicians jobs

    • E. 

      Approvals (If the technician does not know how to get one or the jobs turns into a project that cannot be done same day)

  • 9. 
    How many days do we have to get approval and order parts for a water heaters
    • A. 

      2 Days

    • B. 

      1 Day

    • C. 

      Same day if before 12PM/Next day if after 12PM

    • D. 

      Same day no matter what

  • 10. 
    Out of the options below, which one is the most important detail that will keep our customers happy
    • A. 

      Technician timeliness

    • B. 

      Pricing

    • C. 

      Customer feedback

    • D. 

      Communication

  • 11. 
    When invoicing, you need to be invoicing for jobs that were completed the same day of invoice.
    • A. 

      True

    • B. 

      False

  • 12. 
    Please match the general procedure of invoicing
    • A. Open Quickbooks
    • A.
    • B. If invoice requires to be written and sent by email, do that along with clicking "Save and new" on the invoice. If the invoice has a portal to be invoiced through, do that along with clicking save and new"
    • B.
    • C. If work was not completed, be sure to put the work into the incomplete work spreadsheet and label why the work was not completed
    • C.
    • D. Click "Create invoice"
    • D.
  • 13. 
    When should you call for customer feedback?
    • A. 

      The day after the work is complete

    • B. 

      Within 10 minutes of the technician leaving the home

    • C. 

      Within 30 minutes of the technician leaving the home

    • D. 

      Same day

  • 14. 
    You will be calculating a project cost that is over your threshold with [Blank]
  • 15. 
    • A. 

      $470.00

    • B. 

      $392.50

    • C. 

      $402.50

    • D. 

      $477.50

  • 16. 
    Briefly describe how to get an approval from a warranty company (step by step)
  • 17. 
    What happens if something is "Not covered" by a warranty company?
    • A. 

      The warranty company will close the work order out and we are able to bill for our time out

    • B. 

      The home owner will pay for the repairs to be done

    • C. 

      We provide a quote to the warranty company for an out of pocket charge to the home owner. If the home owner agrees, we proceed with the work. If the home owner does not agree, we offer a 15% discount

    • D. 

      We quote the home owner the amount of money it will cost to complete the work

  • 18. 
    The most important thing to do after a technician has been to the job site and has NOT completed the work is to [blank] to the customer the status of the job... EVERY TIME!
  • 19. 
    You should let a home owner know the status of a job every single day no matter the situation
    • A. 

      True

    • B. 

      False

  • 20. 
    When should you be completing miscellaneous tasks?
    • A. 

      As soon as they come in

    • B. 

      By their deadline the day of the deadline

    • C. 

      When you have empty time to complete the task prior to the deadline

    • D. 

      After completing the starred emails

  • 21. 
    When you have a miscellaneous task to do, and you cannot complete the task by the deadline because your procedure has kept you too busy. What should you do?
    • A. 

      Do the task after the deadline anyways

    • B. 

      Communicate why you cannot complete the task to the person who assigned it

    • C. 

      Ask the task to be pushed to a later date

    • D. 

      Do not complete the task and ask someone else to do it

  • 22. 
    After you are done looking through your assigned accounts starred emails, you should be focusing only on one tag, that tag is [blank]
  • 23. 
    How quickly should you be responding/tagging personal and account emails?
    • A. 

      Right away

    • B. 

      Within the hour of the email coming in

    • C. 

      Within 10 minutes of the email coming in

    • D. 

      Within a full business day

  • 24. 
    Once a work order is complete and you have looked over the technicians job to make sure everything is up to par, your next steps are.
    • A. 

      Be sure to go into the email, change to the appropriate tag, and if there are parts needed, be sure to add them into the parts request sheet. Ask technician to get the feedback from the home owner

    • B. 

      Be sure to go into the email, change to the appropriate tag, update the portal as to what the status of the work is (If there is a portal for the job) Call for feedback from the home owner, put the feedback into the spreadsheet

    • C. 

      Call for feedback from the home owner. Un tag and un star the email.

    • D. 

      Be sure to go into the email, change to the appropriate tag, and if there are parts needed, be sure to add them into the parts request sheet. Call for feedback from the home owner

  • 25. 
    You should wait for the warehouse manager to update you on parts pricing.
    • A. 

      True

    • B. 

      False

  • 26. 
    Please provide the steps to your general procedure
    • A. Invoice for previous days jobs and projects
    • A.
    • B. Manage technicians and your jobs that are "scheduled for today"
    • B.
    • C. Go through assigned accounts starred emails
    • C.
    • D. Go through personal emails to assure there are no urgent matters to complete
    • D.
    • E. Go through assigned accounts new emails/tag and star the emails
    • E.
    • F. Write estimates for jobs that were visited that same day
    • F.
    • G. Review your scheduled jobs for the day
    • G.
  • 27. 
    In your best knowledge, please describe the GENERAL flow of the office. Starting from when a work order comes in to when the work order is invoiced.