CMT CMT Customer Service & Communication 2 — Questions and Answers
Question 1: What information should be collected on a repair intake form?
- Customer contact info, device description, reported issue, and visible damage (Correct answer)
- Only the customer's name and phone number
- Device serial number only
- Payment method only
Correct answer: Customer contact info, device description, reported issue, and visible damage
A complete intake form protects both the technician and customer by documenting the device's condition prior to service.
Question 2: A customer becomes verbally aggressive. The CMT-recommended response is to:
- Stay calm, maintain a professional tone, and offer to involve a manager if needed (Correct answer)
- Match their aggression to assert authority
- Immediately call law enforcement
- Walk away without responding
Correct answer: Stay calm, maintain a professional tone, and offer to involve a manager if needed
Remaining professional and offering escalation options protects staff and often resolves conflicts.
Question 3: Why is it important to obtain customer authorization before performing additional repairs discovered during service?
- To ensure the customer agrees to additional costs and maintains trust (Correct answer)
- To meet state licensing requirements only
- To delay the repair process
- To upsell unnecessary services
Correct answer: To ensure the customer agrees to additional costs and maintains trust
Unauthorized work can lead to billing disputes and damage the shop's reputation.
Question 4: Which practice best demonstrates active listening when a customer describes a problem?
- Paraphrasing the customer's description back to confirm understanding (Correct answer)
- Interrupting with technical questions immediately
- Taking notes without making eye contact
- Nodding while planning the repair mentally
Correct answer: Paraphrasing the customer's description back to confirm understanding
Paraphrasing confirms comprehension and shows the customer their concern has been heard.
Question 5: A repair estimate turns out to be significantly higher than quoted. You should:
- Contact the customer immediately with the revised estimate before proceeding (Correct answer)
- Complete the repair and present the new total at pickup
- Absorb the additional cost without disclosure
- Cancel the repair without notifying the customer
Correct answer: Contact the customer immediately with the revised estimate before proceeding
Prompt disclosure of cost changes respects the customer's financial decisions and maintains ethical standards.
Question 6: What is the benefit of using a standardized checklist when completing a repair?
- It ensures consistent quality and provides documentation of steps completed (Correct answer)
- It slows down the repair process unnecessarily
- It is only required for warranty repairs
- It replaces the need for customer communication
Correct answer: It ensures consistent quality and provides documentation of steps completed
Checklists reduce errors, ensure quality control, and provide a record of completed work.
CMT CMT Customer Service & Communication 2
What information should be collected on a repair intake form?