Question 1

Which of the following is NOT a good practice for an employee?&#10;A) arriving on time&#10;B) convincing the customer to buy something they don't need&#10;C) maintaining a neat appearance&#10;D) taking care of the company's equipment

Accepted Answer

Convincing customers to buy something they don't need is unethical and could harm the company's reputation. It is important for employees to act with honesty and integrity to maintain trust with customers. A, C, and D are all positive practices that contribute to a productive and professional workplace.

Question 2

Calling the customer ahead of time to confirm an appointment or to let them know you are running late does not cost the company money.

Accepted Answer

Calling the customer ahead of time is a courtesy and professional practice, and it does not involve any financial cost for the company.

Question 3

The steps to 5 S (in order) are Sort, Shine, Standardize, Straighten and Sustain.

Accepted Answer

The correct order of the 5S methodology is Sort, Set in order (or Straighten), Shine, Standardize, and Sustain.

Question 4

A sign of a good listener is the ability to stop the speaker and ask questions as they come up.

Accepted Answer

A good listener allows the speaker to speak without interruption and asks clarifying or follow-up questions after they finish speaking. Interrupting the speaker can be seen as rude and can negatively impact the conversation.

Question 5

Safety should be considered in planning the work ahead.

Accepted Answer

Safety should always be a top priority in any work planning as it ensures the well-being and protection of workers and anyone else involved in the project.

Question 6

Time spent organizing a messy jobsite can increase job productivity.

Accepted Answer

A clean and organized jobsite can help workers find tools and materials more easily, reduce the risk of accidents, and create a more efficient workflow. This can ultimately lead to increased productivity and time savings.

Question 7

When troubleshooting a plumbing problem, which of the following is a great first source of information about the problem?&#10;A) the customer&#10;B) your boss&#10;C) the manfacturer's installation guide&#10;D) the internet

Accepted Answer

The customer is often the first and best source of information about a plumbing problem, as they can provide details about what they have observed, including when the problem started and under what conditions it occurs.

Question 8

It is always best to work as fast as you can. The mistakes can be corrected on return visits to the jobsite.

Accepted Answer

Working too fast can increase the likelihood of mistakes being made, which can result in costly return visits to the jobsite. It's important to balance efficient work with attention to detail to prevent errors and ensure the job is done right the first time.

Question 9

In order maximize productivity, the steps for 5 S need to be performed in the correct order.

Accepted Answer

The 5 S steps (Sort, Set in Order, Shine, Standardize, Sustain) need to be performed in the correct order for maximum effectiveness and efficiency in improving productivity.

Question 10

Asking customers questions is a sign that the service technician is still learning the trade.

Accepted Answer

Asking questions is a common and important part of being a service technician at any level of experience. It shows that the technician is trying to understand the issue and gather information to better serve the customer. Asking questions and continuing to learn is a sign of a dedicated and professional technician.

Deck 1: Communication Skills and Professionalism