April 2016 Tqm/Bates Refresher-quiz

10 Questions | Total Attempts: 78

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April 2016 Tqm/Bates Refresher-quiz - Quiz


Questions and Answers
  • 1. 
    A customer purchases a new machine and the machine is not functioning out of box. The troubleshooting for the machine is unsuccessful, and the customer refuses repair. What are your next steps?
    • A. 

      A. Submit a return authorization (RA) and enter a replacement order for new machine

    • B. 

      B. Enter a repair pick up in Nessoft and enter a replacement order for a new machine

    • C. 

      C. Submit a return authorization (RA), enter a repair pick up in Nessoft, and enter replacement order for a new machine

  • 2. 
    1. A customer contacts the Club concerned about their U machine that has a leaking issue. After troubleshooting it is realized that the leaking is coming from the water tank. The water tank is currently OOS at Jagged Peak. What tool is used to request a replacement water tank to be shipped out to the customer?
    • A. 

      A. ASC Request Form

    • B. 

      B. Pick up Screen

    • C. 

      C. Bates Spare Part Request

  • 3. 
    1. You are troubleshooting a Latissima plus machine because the customer states that the orange light will not go off even after descaling. After walking the customer through the entire process the orange light is still on. What is the one thing you can try before setting the machine up for repair?
    • A. 

      A. Change the machine water hardness

    • B. 

      B. Attempt an electrical reset

    • C. 

      C. Ask the customer to brew a capsule

  • 4. 
    1. A HVC customer contacts the Club and states that they have an Essenza machine that has been having several issues. The machine is leaking from the bottom and produces cold coffee.What do you do in this case?
    • A. 

      A. Troubleshoot the machine. If the troubleshoot is unsuccessful offer the customer a repair

    • B. 

      B. Troubleshoot the machine. If the troubleshoot is unsuccessful advise the customer that the machine is not repaired and you can replace with a refurbished machine

    • C. 

      C. Explain to the customer that this machine always has this issue overtime and you will send a replacement refurbished machine

    • D. 

      D. Troubleshoot the machine, if the troubleshoot is unsuccessful offer the customer a refurb Latt Pro

  • 5. 
    1. If there was an exception made to not charge the repair fee to a HVC customer that has an out of warranty machine, what warranty would you select in the warranty field in the pick up screen?
    • A. 

      A. Transport Warranty

    • B. 

      B. Repair Warranty

    • C. 

      C. Factory Warranty

    • D. 

      D. No Warranty

  • 6. 
    1. The [Blank] and [Blank] have two year machine warranties. All other machines have a one year warranty.
  • 7. 
    1. A customer purchased a machine on 4/15/2015. A Technical Coffee Specialist sets up a repair pick up on 4/20/16. What repair warranty should you select in Nessoft?
    • A. 

      A. Factory Warranty

    • B. 

      B. No Warranty

    • C. 

      C. Repair Warranty

    • D. 

      D. Transport Warranty

  • 8. 
    1. What is best practice when entering the “pick up on date” in the pick-up screen?
    • A. 

      A. Manually enter the pick up on date

    • B. 

      B. Select the pick up date from Nessoft calendar by placing cursor in pick up on field and pressing F5 and clicking OK, then double check your entry.

  • 9. 
    1. What invoicing mode would you select in the pick up screen when a customer’s machine is out of warranty and there is an exception made to not charge the customer for repair?
    • A. 

      A. US In warranty- No Fee

    • B. 

      B. US Out of Warranty-No Fee

    • C. 

      C. US Out of Warranty-Fee $99

    • D. 

      D. US Out of Warranty-Fee $125

  • 10. 
    1. What invoicing mode would you select in the pick up screen for an automatic machine repair when the customer’s machine is out of warranty with no exceptions granted?
    • A. 

      A. US In warranty- No Fee

    • B. 

      B. US Out of Warranty- No Fee

    • C. 

      C. US Out of Warranty- Fee $99

    • D. 

      D. US Out of Warranty- Fee $125

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