HVAC Customer Service Essentials Quiz

What is the primary goal of customer service in HVAC service calls?

• To sell additional services

• To ensure customer satisfaction

• To complete the service call quickly

• To gather customer feedback

Tags

DOK Level 1: Recall

Which of the following is a basic step in the HVAC service call procedure?

• Diagnosing the problem

• Offering a discount

• Scheduling a follow-up call

• Conducting a customer survey

Tags

DOK Level 1: Recall

What is an effective way to communicate with a customer during an HVAC service call?

• Using technical jargon

• Speaking in a calm and clear manner

• Interrupting the customer frequently

• Avoiding eye contact

Tags

DOK Level 1: Recall

Which of the following is a key component of good customer service?

• Ignoring customer complaints

• Listening actively to the customer

• Providing minimal information

• Rushing through the service call

Tags

DOK Level 1: Recall

What should a technician do first when arriving at a customer's home for an HVAC service call?

• Start working on the HVAC system immediately

• Introduce themselves and explain the purpose of the visit

• Ask for payment upfront

• Check their phone for messages

Tags

DOK Level 1: Recall

Which of the following is an example of a simple procedure in HVAC service calls?

• Replacing an air filter

• Designing a new HVAC system

• Conducting a full system overhaul

• Writing a detailed service report

Tags

DOK Level 1: Recall

What is a common term used in HVAC service calls to describe a routine maintenance check?

• Overhaul

• Tune-up

• Installation

• Calibration

Tags

DOK Level 1: Recall

How should a technician handle a customer's question they do not know the answer to?

• Guess the answer

• Admit they do not know and offer to find out

• Ignore the question

• Change the subject

Tags

DOK Level 1: Recall

What is the purpose of a follow-up call after an HVAC service visit?

• To sell additional services

• To ensure the customer is satisfied with the service

• To ask for a tip

• To schedule another service call

Tags

DOK Level 1: Recall

Which of the following is a basic concept in customer communication skills?

• Using complex technical terms

• Being empathetic towards the customer's concerns

• Speaking as quickly as possible

• Avoiding any form of small talk

Tags

DOK Level 1: Recall