Fees
Equipment
Appointments
Do You Service This?
HCA
Service Titan
100
A customer in Baltimore, MD calls in and tells you their AC isn't working. They are unsure if it is running at all, since it is on their roof and they don't have a ladder to access it.
How much is their diagnostic fee?
$149 per zone
100
I use gas as an energy source, distributing warm air throughout a home using ductwork and vents.
What am I?
Gas Furnace
100
What type of technician will we send if someone has no AC?
HVAC Repair Tech
100
Michael and Son does not repair or replace radiators but we will ________, or release the air.
Bleed the lines
100
True or False: HCA contracts are tied to the Customer (Billing) account.
False: HCA contracts are location-specific and are tied to Service Locations.
100
Name 3 pieces of information do you need to verify in Service Titan for every customer.
Phone number, email, service address, billing address, customer name
200
How much would a non-HCA customer pay for a Whole Home Plumbing Inspection?
$99
200
I am a device used to pump excess water out of a low-lying area, mostly used to keep basements or crawl spaces dry and prevent flooding.
What am I?
Sump Pump
200
Customers have _____ days to accept a work per quote (WPQ) before another diagnostic/dispatch fee will be required.
30/31
200
Which service areas do NOT offer duct cleaning?
North Carolina
200
True or False: HCA Silver customers do NOT pay HVAC emergency service fees.
False
200
What information do we need from ALL customers to secure an emergency appointment on Sundays or after 6pm?
Credit card on file (CCOF)
300
A customer in Chesapeake, VA calls in and tells you the main sewer line is backing up into their home, affecting multiple areas of the home.
Which 2 technician teams will be sent to the home, and what is the dispatch fee for each?
Plumbing --> $69
Restoration --> $0
Restoration estimates are a complimentary service, provided at no cost to the customer
300
What are the 3 types of boilers that M&S services?
Gas, Tankless, and Combi
300
A customer calls in and tells you they have no hot water, and need a technician to come out to their home. They had their water heater repaired by Michael & Son last week for the same problem.
What type of appointment should you schedule?
Recall
300
True or False:
Michael & Son will install electrical parts provided by a customer.
True
300
A customer wants to sign up for an HCA plan. What type of job should you schedule them for?
Maintenance Inspection/Clean & Check
300
When would you add this tag to a job in Service Titan?
Job scheduled after 6pm or on Sunday
400
A customer in Norfolk calls in to schedule a duct cleaning service. They have 2 zones, live in a Single Family Home, and would also like to have their dryer vent cleaned.
What is the TOTAL cost of their services?
$525.60 + $328.68 + $191.40 = $1,045.68
400
I am a mechanical-compression cycle refrigeration system that can be reversed to either heat or cool the home.
What am I?
Heat Pump
400
What question should you ask to a customer that wants a maintenance inspection?
Are you currently experiencing any issues with your system?
We can only schedule maintenance if the system is operating properly.
400
True or False:
Michael & Son technicians provide backflow prevention certification services in Norfolk, VA.
False - we will provide repair and prevention services, but not certifications or inspections of the backflow devices.
400
What is an "Ultimate Comfort" customer? Also referred to as a "BMT".
They are leasing equipment from Michael & Son
400
On the Dispatch Board, what does this line mean?
Technician is on the way to the job
500
While talking to a customer in Richmond, VA, they tell you their water bill has significantly increased over the past month without any obvious signs of a leak.
What problem might you suspect, and what is their dispatch fee?
Main Water Line Break, $69
500
Which 2 tankless water heater brands will we install?
Navien and Rinnai
500
What time of day should you book a 4+ zone Clean and Check?
8-10 or 10-12
500
Name 4 things a customer may experience that qualify as an emergency.
No Heat/No AC
No power, No water
Partial power loss (HVAC, freezer/refrigerator)
Smoking, burning smell, sparking
Faulty CO2 or Smoke Detectors
Only plumbing in home is clogged
Main water or sewer line break/backup
500
What extension can you call to reach the HCA team?
6705
500
What is the name and extension for the Manager of the Richmond HVAC business unit?
Jimmy Schools
x5518