Week 1 Quiz

A vibrant and engaging illustration of a customer service representative assisting a customer over the phone, with visual elements representing roadside assistance and customer service.

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

26 Questions6 MinutesCreated by HelpingHand42

What’s the one thing we can control everyday in order to offer a great service?

Our attitude

The weather

Wordtrax

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

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?

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

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?

What is the ACC formula?

Impact+Accident= Damage

Impact+Damage=Accident

Accident = Impact

Damage = Accident

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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