ASF Communication & Stakeholder Engagement 3 — Questions and Answers
Question 1: A customer asks a technician to explain why their washing machine needs a specific part replaced. The best response is to:
- Use full technical jargon to show expertise
- Explain the part's function in plain language and how its failure caused the symptom (Correct answer)
- Say it's too complicated to explain and show them the invoice
- Refer them to the manufacturer's manual
Correct answer: Explain the part's function in plain language and how its failure caused the symptom
Translating technical information into plain language builds customer confidence and helps them make informed decisions about the repair.
Question 2: Which stakeholder typically has the MOST authority over whether a repair proceeds on a commercial service contract?
- The on-site building manager
- The end user who reported the issue
- The contract owner or procurement decision-maker (Correct answer)
- The receptionist who placed the service call
Correct answer: The contract owner or procurement decision-maker
On commercial contracts, the authority to approve expenditures usually rests with the contract owner or procurement officer, not end users or on-site staff.
Question 3: After completing a complex dryer repair, what written documentation should a technician leave with the customer?
- Nothing — verbal explanation is sufficient
- A detailed invoice listing parts replaced, labor, and any warranty terms (Correct answer)
- Only the total cost
- A copy of the internal work order for the company's records
Correct answer: A detailed invoice listing parts replaced, labor, and any warranty terms
A detailed invoice with parts, labor, and warranty terms gives the customer a record of the service and protects both parties in case of disputes.
Question 4: A customer who does not speak English fluently has difficulty understanding the repair estimate. What should the technician do?
- Speak more loudly and slowly in English
- Use pictures, diagrams, or the manufacturer's visual guides to supplement verbal communication (Correct answer)
- Ask the customer to call back with a translator
- Proceed without ensuring the customer understands
Correct answer: Use pictures, diagrams, or the manufacturer's visual guides to supplement verbal communication
Visual aids bridge language gaps and ensure the customer truly understands and consents to the work, which is both ethical and legally important.
Question 5: A customer leaves a negative online review after a service call. The BEST company response is to:
- Ignore it; online reviews do not matter for service businesses
- Respond publicly with a professional acknowledgment and invite the customer to resolve the issue offline (Correct answer)
- Post a rebuttal explaining the customer was wrong
- Delete the review by reporting it as spam
Correct answer: Respond publicly with a professional acknowledgment and invite the customer to resolve the issue offline
A professional public response demonstrates accountability and a willingness to resolve issues, which builds credibility with all potential customers reading the review.
Question 6: During a service visit, the homeowner keeps asking questions that slow down the repair. The technician should:
- Ignore the questions and focus on the work
- Answer questions concisely during natural pauses, then return focus to the task (Correct answer)
- Tell the customer they are not allowed in the work area
- Stop working and spend unlimited time answering every question
Correct answer: Answer questions concisely during natural pauses, then return focus to the task
Acknowledging questions during natural pauses shows respect while keeping the job moving efficiently, balancing communication with productivity.
Question 7: Which of the following BEST describes the purpose of a follow-up call to a customer 48 hours after a repair?
- To upsell additional services
- To verify the appliance is working correctly and ensure customer satisfaction (Correct answer)
- To collect payment if it was not received
- To schedule the next maintenance visit
Correct answer: To verify the appliance is working correctly and ensure customer satisfaction
A 48-hour follow-up confirms the repair held, catches any re-emerging issues early, and demonstrates that the company values customer satisfaction beyond the transaction.
ASF Communication & Stakeholder Engagement 3
A customer asks a technician to explain why their washing machine needs a specific part replaced.
The best response is to: