Tune Up Quiz # 14
"TURN UP THE HEAT". . . Well, as colder temperatures settle in this is exactly what our customers will be attempting. So let's "tune up" our customer service skills for handling emergency calls. You may complete the quiz using any available training resource. GOOD LUCK!Have fun!
- 1.Which of the following is NOT a Suburban Propane Service Contract type?
- A.
Gold Contract
- B.
Bronze Contract
- C.
HHRP Contract
- D.
Silver Contract
- 2.Penelope Ginger has no heat. Her account is 60 days past due in the amount of $265.88. She has a GOLD contract. Would we quote and charge Penelope our diagonistic fee of $160.00 plus parts, labor and applicable taxes?
- A.
Yes
- B.
No
- 3.Which of the following is one of our Trouble Shooting Steps (TSS) for an oil furnace?
- A.
When did you receive your last delivery?
- B.
Is the button on your funace yellow or green?
- C.
Have your tried your reset button?
- D.
Make sure you have turned your thermostat all the way down.
- E.
What is the temperature on your thermostat?
- 4.Mr Redskin has an oil account with us. It is Will Call and COD. His last delivery was 2 weeks ago. He is calling in and states that he can not get his boiler to run. What amount if any do we quote Mr Redskin.
- A.
$160.00 plus parts labor and any applicable taxes that must be paid this evening.
- B.
$160.00 plus parts labor and any applicable taxes that he may charge to his account.
- C.
Advise Mr. Redskin that we would gladly assist him with his furnace during regular business hours for $160.00 plus parts, labor and any applicable taxes.
- D.
Advise Mr. Redskin that we would gladly assist him with his furnace during regular business hours.
- E.
Advise Mr. Redskin that we would gladly assist him with his furnace during regular business hours at our day time rate.
- 5.We perform what vital step prior to committing to any emergency service or delivery?
- A.
Process a credit card payment for the emergency fee.
- B.
Make sure that they have turned their furnace off.
- C.
Check contract status.
- D.
Check special instructions.
- 6.Peter Snow is calling in and one of our CSR 1s has received the call. He starts off telling our CSR that he is smelling propane. Which of the following items does our CSR 1 NOT have to follow?
- A.
Ask the callers name.
- B.
Write down the callers CSC from the phone display.
- C.
Verify the callers address and telephone number.
- D.
Give the callers name and CSC to the CSR 2/3 that call was transferred to.
- 7.Please fill in the blank for this Oil Furnace Trouble Shooting Step. Have you tried the __________________ on your furnace? (2 words)
- 8.With Suburban's Silver Contract, which of the following IS true?
- A.
24 hour coverage
- B.
No annual cleaning and tune up
- C.
5% discount on all parts and labor
- D.
No Diagonistic Fee applies
- 9.Where do we go to look for our Natural Gas customers.
- A.
ADDs for the specific CSC
- B.
We don't handle Natural Gas customers
- C.
Quick Reference Quide for Emergency Service Center
- D.
ADDs for multiple CSCs
- 10.When you are processing an emergency call, at what point do you access Special Instructions?
- A.
After you have proformed your closing statement.
- B.
Immediately following your verification process.
- C.
After you have committed to providing delivery/service.
- D.
After you have performed theTrouble Shooting Steps/Safety Instructions.
- E.
Upon customer look up.
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