April 2016 Tqm/Bates Refresher-quiz
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- 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?
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A. ASC Request Form
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B. Pick up Screen
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C. Bates Spare Part Request
This quiz assesses knowledge in handling customer issues with malfunctioning machines, focusing on troubleshooting, return processes, and warranty management. It is designed for employees to refine skills in customer interaction and product support.
Quiz Preview
- 2.
- What is best practice when entering the “pick up on date” in the pick-up screen?
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A. Manually enter the pick up on date
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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.
Correct Answer
A. 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.Explanation
The best practice when entering the "pick up on date" in the pick-up screen is to select the pick-up date from the Nessoft calendar by placing the cursor in the pick-up on field and pressing F5 and clicking OK. After selecting the date, it is important to double-check the entry to ensure accuracy.Rate this question:
- 3.
- 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?
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A. US In warranty- No Fee
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B. US Out of Warranty-No Fee
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C. US Out of Warranty-Fee $99
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D. US Out of Warranty-Fee $125
Correct Answer
A. B. US Out of Warranty-No FeeExplanation
The correct answer is B. US Out of Warranty-No Fee. This option is selected when a customer's machine is out of warranty and there is an exception made to not charge the customer for repair. This means that even though the machine is out of warranty, the customer will not be charged any fee for the repair service.Rate this question:
- 4.
- 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?
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A. US In warranty- No Fee
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B. US Out of Warranty- No Fee
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C. US Out of Warranty- Fee $99
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D. US Out of Warranty- Fee $125
Correct Answer
A. D. US Out of Warranty- Fee $125Explanation
The correct answer is D. US Out of Warranty- Fee $125. This option is selected when the customer's machine is out of warranty and no exceptions have been granted. It indicates that the customer will be charged a fee of $125 for the automatic machine repair.Rate this question:
- 5.
- 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?
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A. Troubleshoot the machine. If the troubleshoot is unsuccessful offer the customer a repair
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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
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C. Explain to the customer that this machine always has this issue overtime and you will send a replacement refurbished machine
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D. Troubleshoot the machine, if the troubleshoot is unsuccessful offer the customer a refurb Latt Pro
Correct Answer
A. 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 machineExplanation
In this case, the correct answer is B. Troubleshoot the machine. If the troubleshoot is unsuccessful advise the customer that the machine is not repaired and you can replace it with a refurbished machine. This is the most appropriate course of action because troubleshooting the machine is the first step to identify and potentially fix the issues. If the troubleshoot is unsuccessful, it is important to inform the customer that the machine cannot be repaired and offer a replacement with a refurbished machine as a solution.Rate this question:
- 6.
- 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?
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A. Transport Warranty
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B. Repair Warranty
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C. Factory Warranty
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D. No Warranty
Correct Answer
A. D. No WarrantyExplanation
If an exception is made to not charge the repair fee to a HVC customer with an out of warranty machine, selecting "No Warranty" in the warranty field in the pick up screen would be the most appropriate choice. This indicates that the customer's machine is not covered by any warranty and therefore no repair fee should be charged.Rate this question:
- 7.
- 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?
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A. Change the machine water hardness
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B. Attempt an electrical reset
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C. Ask the customer to brew a capsule
Correct Answer
A. A. Change the machine water hardnessExplanation
Before setting the machine up for repair, one thing to try is to change the machine water hardness. This could potentially solve the issue with the orange light not turning off after descaling. Adjusting the water hardness settings may help reset the machine and resolve any issues related to descaling.Rate this question:
- 8.
- 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?
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A. Factory Warranty
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B. No Warranty
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C. Repair Warranty
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D. Transport Warranty
Correct Answer
A. B. No WarrantyExplanation
The customer purchased the machine on 4/15/2015 and the repair pick up is set up on 4/20/2016. This means that the machine is already out of warranty, as the warranty period has expired. Therefore, the correct option is B. No Warranty.Rate this question:
- 9.
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?
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A. Submit a return authorization (RA) and enter a replacement order for new machine
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B. Enter a repair pick up in Nessoft and enter a replacement order for a new machine
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C. Submit a return authorization (RA), enter a repair pick up in Nessoft, and enter replacement order for a new machine
Correct Answer
A. C. Submit a return authorization (RA), enter a repair pick up in Nessoft, and enter replacement order for a new machineExplanation
If the troubleshooting for the machine is unsuccessful and the customer refuses repair, the next steps would be to submit a return authorization (RA) to initiate the return process, enter a repair pick up in Nessoft to schedule the pickup of the faulty machine, and enter a replacement order for a new machine. This ensures that the customer receives a replacement for the faulty machine while also addressing the need for repair or return.Rate this question:
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- 10.
- The ________ and ________ have two year machine warranties. All other machines have a one year warranty.
Correct Answer
Kitchen Aid
LattissimasExplanation
The given answer states that both Kitchen Aid and Lattissimas have two-year machine warranties, while all other machines have a one-year warranty. This implies that Kitchen Aid and Lattissimas are exceptions to the general rule, as they offer a longer warranty period compared to other machines.Rate this question:
Quiz Review Timeline (Updated): Mar 21, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Apr 19, 2016Quiz Created by
TDixon07
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