Exam 4: Working As a Professional Service Technician

When speaking with a customer, Technician A uses profanity only if the customer uses foul language first. Technician B says that its okay to use profane language with younger customers because they can relate better. Which technician is correct?

Which of these tactics is involved with skillful listening techniques?

Technician A says that a person with crossed arms is probably not listening to what you're saying. Technician B says that crossed arms is a sign the customer is interested in what the technician is saying. Which technician is correct?

Customer pay (CP) means ________.

Technician A writes each diagnostic step on the work order using manufacturer-specific terminology.Technician B writes legibly so the service consultant and customer can read the repair procedure performed. Which technician is correct?

Eye contact conveys sincerity and interest.

If running late, the wise technician should ________.

Types of communications include ________.

Technician A says that since the technicians in the shop work as a team, its okay to borrow another technicians tools without asking. Technician B says to return borrowed tools in clean working condition. Which technician is correct?

Which of these are effective telephone communication tips?

The term R&R means ________.