Ignite Sales Refresher Quiz
1. When booking a water heater install in CMS for an existing customer, what button in CMS should be selected?
A. Book SWO
B. Manual SWO
C. Add plan
2. When cancelling a water heater install in CMS. What option should be selected in the Task Status field?
A. Assigned
B. Void
C. Rebook
3. When looking for a customer’s past due balance in CMS. What section in CMS should you review?
A. Basic customer information
B. Billing Information Summary
C. Eligible Services
D. None of the above
4. When booking a tank less site inspection (Non-core) in CMS. What Problem code should be selected?
A. I- New
B. I-RPL
C. TKSZ
D. None of the above
5. When attempting to retrieve a work order in CMS. What tab should you be using when searching for a work order number?
A. Customer Search
B. Site Search
C. Account information
D. None of the above
6. Customers called ignite and would like to upgrade their CPP protection from CPP furnace basic to a trio plan. What note type should be used when noting the customer’s account?
A. CPPU
B. CPPE
C. PPTY
D. CPPD
7. When booking a water heater install in CMS at the booking service screen. What option should be selected?
A. Rental Service – Water Heater, Electric water Heater, Conversion Burner, Space Heater, Other rental Equipment.
B. Rental Install – Water Heater, Electric water Heater, Other Rental Equipment
C. Rental Install – Commercial Water Heater
8. When booking a water heater install for a new customer. What button should be selected to set up the service work order in CMS?
A. Create COD Customer
B. Fill out share point form
C. Rental Verification & New rental Install
D. None of the above
When booking an electric water heater install in CMS. What should appear in the Call type section on the book service screen?
A. RINST
B. REINST
C. COD
D. None of the above
10. If a customer lives in Enbridge territory, what contract type should be selected in the customer transaction type Field?
A. 7-year term Contract (Residential)
B. Month to month term (Residential)
C. 7-year term Contract (Dealer)
D. Month to Month term (Dealer)
E. None of the above
11. What does AFUE stand for?
A. Annual fuel utilization efficiency
B. Allowable fuel unit’s entry
C. Annual fuel unit energy
None of the above
12. If a customer in our core area would like a same day HVAC appointment what should you do?
A. Tell the customer we don’t do same day appointments
B. Book the same day appointment
C. Advise the customer to call the branch
D. Call the branch to see if they can accommodate a same day appointment. Then book accordingly.
13. A customer in the Tri-city calls into Ignite and would like to purchase a space heater. Can you set up an HCA appointment for a space heater in that area?
A. Yes
B. No
C. Advise the customer to call the branch
14. How much feet of venting for tank less (39.99 model) are included in a standard install?
A. 20’ of venting, 25’ of gas line and 20’ of water lines
B. 10’of venting 12’ of gas line and 20’ of water lines
C. 10’ of venting 10, of gas line and 10’ of water lines
D. None of the above
In our western markets (Manitoba and Alberta) can a customer purchase a water heater tank?
A. No we only rent
B. Yes
C. Yes but the branch has to approve first
16. In CMS what is the code used in the task line to set up a water heater purchase (western markets)?
A. I-New
B. I-RPL
C. I
D. None of the above
17. Can an oil furnace be covered under the CPP Plan?
A. Yes as long as it’s the primary heat source
B. Yes as long as it over ten years old.
C. No
D. None of the above
18. Do customers have to wait 21 days when downgrading a CPP plan?
A. Yes the customer has to wait before calling Reliance
B. No the customer remains protected
C. None of the above
19. A customer has recently purchased a new home and would like to change the name on the Reliance account. You successfully cross sold a CPP plan to the customer, what is the process to add the CPP in CMS?
A. Add the CPP to the existing account in CMS. Then transfer to moves
B. Fill out the Ignite SharePoint form and advise the moves agent at the time of the transfer that a CPP was sold.
C. Wait until moves is finished with updating the customer account, and then adds the CPP
D. None of the above
20. Does Reliance cover fireplaces under the comfort protection plan?
A. No
B. Yes
C. Yes only if it’s the primary heat source in the home
D. Yes as long as the fire place is Natural gas
21. A customer wants to cancel a same day HCA appointment, what is the process?
A. Email the branch Manager and let them know that the customer would like to cancel
B. Cancel the opportunity and Service Activity on CRM, and e-mail the branch Manager
C. Contact the Resource Specialist to cancel the Opportunity in CRM
D. Cancel the Opportunity and Service Activity in CRM
22. A customer got a quote last month (Past 90 days) and wants to book another appointment, what would you do?
A. Book a brand new appointment and let them know that the offer is no longer valid
B. Book a new appointment with the same HCA that spoke to the customer if possible
C. Book a new appointment in CRM
D. E-mail branch manager and HCA and let them know the customer is interested again
23. What does the blower motor do?
A. Heats the A-Coil to provide warm air in the house
B. A central vaccum that cleans the the air around the house
C. Moves the air across the heat exchanger and distributes air around the house
D. None of the above
24. What AFUE % is considered high efficiency furnaces?
A. 85% and above
B. 95% and above
C. 90% and above
D. 97% and above
25. Which of the following would you do first when a customer would like to book an HVAC appointment?
A. Check to see if there are any existing Opportunities
B. Check to see if the customer has an existing account in CMS
C. Go in to CRM and book the Opportunity before someone else does
D. None of the above
26. Does the Plumbing Protection Plan cover repair or replacement of fixtures or equipment?
A. Yes
B. No
C. Only Toilet Tanks
D. Only Sump pumps
27. Does Ignite set up appointments in CRM for Commercial properties
A. Yes – with your Manager’s approval
B. No
C. Yes
C. Yesas long as the Property Manager is on the line
28. How do you re-schedule a customer’s HCA appointment?
A. Find the customer’s Open Opportunity in CRM and contact the Branch Manager
B. Advised the customer that we cannot reschedule their appointment
C. Find the customer’s Service Activity, reschedule time and date and note the change of time in CRM.
D. Find the customer’s Opportunity, close is and open a new one
29. When should “Close as lost” be selected in CRM?
A. When the customer is rescheduling
B. When the branch Manager e-mails you to do so
C. When cancelling a Service appointment for a Furnace install
D. When cancelling a scheduled HCA appointment in CRM
30. In what scenario should you fill out an OPA tracker with the customer’s information?
A. When the customer receives their OPA rebate package from Reliance but the invoice is missing
B. When the customer does not receive their OPA rebate from Reliance
C. When the customer is irate and wants to escalate their rebate issue
D. When the customer does not receive the right amount of Rebate
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