Week 1 Quiz
Week 1 Service Knowledge Quiz
Test your knowledge and service skills with our Week 1 Quiz! This quiz is designed to help you understand key concepts and terminology related to our service operations. Whether you're a seasoned professional or just starting, this quiz will reinforce essential information to enhance your service delivery.
- 26 Engaging Questions
- Multiple Choice Format
- Instant Feedback on Your Answers
What’s the one thing we can control everyday in order to offer a great service?
Our attitude
The weather
Wordtrax
What does SP stand for?
Super Power
Service Provider
Service Product
Supervisor Permission
What is the difference between client and customer?
Customer is the person who requires the service and Client is the Service Provider
Customer is the person who requires the service and Client is the person who performs the service
Customer is the Insurance company that hires BPO to provide RSA and Client is the person calling us
Client is the insurance company and Customer is the person calling to request the service
What is the question that we need to ask on EVERY call?
Are there any pets or kids locked inside the vehicle?
Does the vehicle shift out of park?
Are you safe to proceed with this call?
Do you have a spare tire?
Whats the clearance of the parking lot?
Mention which one of the following is NOT a call type that we handle
Info Call
Dispatch Call
Service Call
Cancel After Dispatch Call
Cancel Before Dispatch
What is the difference between a Cancel Before Dispatch call and an Info call? (Select 2 answers)
With a Cancel Before Dispatch Call, we have verified coverage and have selected a Service Provider.
With an Info Call, we have verified coverage and have selected a Service Provider.
Mention which one of the following is considered an auto fail
Asking the safety question before verifying the policy
Not using the correct Branded Greeting
Dead air on the call
Not offering the NQR on a tow service
Not mentioning an empathy statement
Placing the NI on hold for more than 2 minutes
Having an extended call
Which are the two things that we must mention when offering NQR?
Name of the place and distance (miles from the disablement location)
Phone number of the place and distance (miles from the disablement location)
Phone number of the place and name of the place
We do not offer an NQR, the NI will tell us where they want to go
What should we advise in case of a lockout if there are children inside the car?
Call Home Office
Call 911
Call your prefered Service Provider
What are the ONLY 2 services that we can combine on the SAME service order?
Jumpstart and Tow
Lockout and Locksmith
Towing and Winching
Towing and Dollies
We can never combine services on the same service order
What is the difference between Lockout and Locksmith?
Lockout= Creates a new key, Locksmith= Opens your car
Locksmith= Creates a new key, Lockout= Opens your car
How many Autofails do we have?
8
10
9
7
What are the 2 Services included in the Accident program?
Tow and Jumpstart
Tow and Tire Change
Winching and Towing
Tow and Fluid Delivery
According to the QA sheet, what information do you have to repeat back to the customer on the call?
Call Back Number and Email
Email
License Plate
Client's RSA phone number
Call back Number
Which vehicles require a flatbed?
AWD, 4WD
AWD, FWD
AWD, RWD
RWD, FWD
What is the ACC formula?
Impact+Accident= Damage
Impact+Damage=Accident
Accident = Impact
Damage = Accident
What is our prefered ETA for RSA?
30 min
60 min
45 min
What is our preferred ETA for ACC?
30 min
60 min
45 min
What service do we offer when the IV stopped while driving?
Battery Jumpstart
Mobile Mechanic
Tow
What service do we offer when the IV stopped while it was parked and it makes a clicking sound?
Battery Jumpstart
Mobile Mechanic
Tow
How can we help a customer if they policy shows they do not cover rental cars but the car he needs RSA for is not listed on the policy? (select all that apply).
Dispatch the service
Read Wortrax and see how to proceed
Advise the NI to call 911
What happens if the NI does not have the policy number?
Search the policy by name, last name, zip code, call back number
Immediately offer the No Coverage Program
Dispatch the service without the policy to avoid leaving a customer behind
Which one of the following is NOT an autofail but takes points from your evaluation?
NCLB
Not asking permission to place the NI on hold
Using Mute button when you want to ask a question to the person next to you
Not reading the mandatory credit card script
Being Unprofessional
Asking help from your supervisor more than 2 times
In which program the NI was on an ACC but the IV was moved from the scene to the nearest parking lot?
Roadside Assistance
Secondary
Accident
In which program the NI was on an ACC but the IV was moved from the scene to the NI's house?
Accident
Secondary
Roadside Assistance
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