Service Order Training Quiz

1.

What are the 4 parts that we install that we need the “On/Off” Date Codes and/or Serial Numbers anytime we install them?

Correct Answer
Controllers, Drive Motors, Chargers, Batteries

2.

If you have a Service Order that is tagged to collect: “$135 Med. Ded. + 4%” and the Total Order with Parts & Labor is $1,249.00, how much should you be collecting from the Client at time of service?

A.

$179.56
B.

$184.96
C.

$135.00
D.

$1,249.00
E.

None of the above

Correct Answer
A. $179.56

3.

If you have a Service Order that is tagged to collect money at time of service and the Client informs you that they don’t have the available funds to pay, should you:

A.

Remove the parts that you installed from the PWC and leave the Clients home.
B.

Call into HQ, get a Manager/Supervisor to approve that the Client be billed, and have the Client sign a “Promissary Note”
C.

Inform the Client that we will bill them at a later date
D.

Write on the SRO that the “Client did not have available funds at time of service” and install parts that Client needs anyway because they need the PWC
E.

None of the above

Correct Answer
B. Call into HQ, get a Manager/Supervisor to approve that the Client be billed, and have the Client sign a “Promissary Note”

4.

If you have collected money at time of service from the Client, what should you be including on the SRO ppw?

A.

Writing, “Collected 20% from Client at time of service” on the SRO.
B.

Including a copy of the actual Check with the rest of the ppw.
C.

Providing no information on the SRO, assuming that because the Dispatch Ticket was tagged to collect money, that we know you did
D.

Filling in the exact amount collected in the box marked “Total Received From Customer” and including the additional information as to how you collected the money by check marking the appropriate boxes. (Including actual Check # or an authorization code if collecting via credit card)
E.

None of the above

Correct Answer
D. Filling in the exact amount collected in the box marked “Total Received From Customer” and including the additional information as to how you collected the money by check marking the appropriate boxes. (Including actual Check # or an authorization code if collecting via credit card)

5.

If a Client informs you during a service call that they want a brand new chair, what information should you be providing to the Client and writing on the SRO?

A.

Write on the SRO: “Client wants new PWC, please start process”
B.

Inform the Client that this cannot happen
C.

You inform the Client that unless their medical condition requires them to be in an upgraded unit, their Insurance Company will not purchase them a new chair unless their current chair is deemed "un-repairable" (MPV2) or if the repairs exceed $4,750.00. Otherwise, Insurance companies will only pay for repairs on their current unit
D.

Pick up the Clients current PWC and leave a Loaner Unit
E.

None of the above

Correct Answer
C. You inform the Client that unless their medical condition requires them to be in an upgraded unit, their Insurance Company will not purchase them a new chair unless their current chair is deemed "un-repairable" (MPV2) or if the repairs exceed $4,750.00. Otherwise, Insurance companies will only pay for repairs on their current unit

6.

If you get in your van and drive to a Clients home and they are not there, should you:

A.

Fill out a SRO form that includes the Travel Time, Travel Miles, Arrive Time & Depart Time with a description written on the Service Provided Lines that states: “Arrived at Clients home, no one there, left door tag/business card”
B.

Write on the Dispatch Ticket: “Went to Clients home, no one there, please reschedule appointment” and fax it into HQ
C.

Hold onto Dispatch Ticket and go back out to the Clients home the next day
D.

Write on the SRO: “Went to Clients home, no one there” and fax it into HQ
E.

None of the above

Correct Answer
A. Fill out a SRO form that includes the Travel Time, Travel Miles, Arrive Time & Depart Time with a description written on the Service Provided Lines that states: “Arrived at Clients home, no one there, left door tag/business card”

7.

If you are at a Clients home performing repairs and the Client informs you that they are extremely uncomfortable in the Seat, what should you do?

A.

Apologize to the Client and inform them that the current Seat is the only option available
B.

Write on the SRO: “Client is uncomfortable in current Seat”
C.

Call into Tech Support and have a TSR open up a new service order for a seating evaluation to be performed
D.

Perform a complete Seating Evaluation w/ measurements and recommendations as to what is needed (i.e. “Seat Pan & Cushion” etc. etc.)
E.

None of the above

Correct Answer
D. Perform a complete Seating Evaluation w/ measurements and recommendations as to what is needed (i.e. “Seat Pan & Cushion” etc. etc.)

8.

If you are installing Armrest Bolts on a PWC, what is the proper Part Number & Pricing information that you should be using?

A.

H50005374 – $1.00 Each
B.

B41009519 – $1.00 Each
C.

S82008524 - $1.00 Each
D.

There is no Part Number for Armrest Bolts available
E.

None of the above

Correct Answer
B. B41009519 – $1.00 Each

9.

If you are filling out an SRO after installing a replacement Controller & Batteries, how should you write it up on the “Service Provided” lines?

A.

“Replaced Batteries & Controller”
B.

“Replaced parts listed below due to wear”
C.

“Replaced Batteries that failed load test & Controller due to 8 bar flash”
D.

“Performed repairs due to PWC not working”
E.

None of the above

Correct Answer
C. “Replaced Batteries that failed load test & Controller due to 8 bar flash”

10.

If you are replacing parts on a PWC/Scooter under Warranty, you should be writing the dollar amounts for all the Parts installed & the Labor on the SRO.

A.

True
B.

False

Correct Answer
A. True

11.

When are the ONLY times that you should be having a Client sign an ABN and/or MRA form?

A.

If you are coding and replacing a part due to "Client Damage/Neglect" (02)
B.

If you are Installing Tie Downs
C.

If you have a s/o that says "Down Chair" or “Expidte”
D.

If the s/o specifically says to have the Client sign these forms
E.

All of the above

Correct Answer
E. All of the above

12.

If you get to a Clients home and perform repairs and find that a signed ABN/MRA is not needed, but they came with the Dispatch Ticket anyway, what should you do?

A.

Don’t have the Client sign them, simply pull them out from the rest of the ppw and shred them. Don’t send them into HQ blank.
B.

Have the Client sign them anyway because you can never be too careful and send them in with the rest of your ppw
C.

Leave them blank but still send them back into HQ with the rest of your ppw
D.

Have the Client sign them, but leave them with the Client for their records since we don’t need them anyway
E.

None of the above

Correct Answer
A. Don’t have the Client sign them, simply pull them out from the rest of the ppw and shred them. Don’t send them into HQ blank.

13.

While you are at a Clients home servicing the PWC, they ask you to remove a Dr. ordered part from the PWC due to them being uncomfortable, you should:

A.

Inform them that because their Dr. ordered them to be on the PWC, we cannot remove them.
B.

Remove the part(s) from the PWC, leave them with the Client and have the Client sign a “Release Of Liability” form.
C.

Remove the part(s) from the PWC and take them back to the Warehouse.
D.

Remove the part(s) from the PWC and make no mention of this on the SRO and not fill out the “Release of Liability” form because the parts are considered their personal property and they can decide if they want them on the PWC or not.
E.

None of the above

Correct Answer
B. Remove the part(s) from the PWC, leave them with the Client and have the Client sign a “Release Of Liability” form.

14.

If you are filling out an SRO after installing both Drive Tires on a PWC because they were flat, how should you write up the “Service Provided” lines on the SRO?

A.

“Replaced both Drive Wheels”
B.

“Replaced both Drive Tires due to flats”
C.

“Replaced both Drive Tire Tubes due to flats”
D.

“Replaced both Drive Wheel Assy. due to normal wear”
E.

None of the above

Correct Answer
C. “Replaced both Drive Tire Tubes due to flats”