Phone & Scheduling
Within how many rings should a business telephone be answered?
What is within two rings?
What item should a technician always put on before stepping into a customer's home?
What are shoe covers (or booties)?
What should a tech do before replacing a blown component during a call?
What is explain that the component is needed to complete the full diagnosis?
Which form of communication carries greater weight with customers: verbal or non-verbal?
What is non-verbal communication?
What can customers detect over the phone through tone of voice?
What is a smile?
How should a technician respond if a customer says shoe covers aren't needed?
What is explaining with a smile that booties protect the boots from the house?
Why is fixing only an isolated component without a full inspection risky?
What is it risks callbacks, lost credibility, and missed secondary faults?
What is non-verbal communication?
What is maintaining direct eye contact until hands release?
When should a technician call the customer if they are running behind schedule?
What is the minute you know you'll be even one minute late?
What simple physical action builds trust while taking notes on a problem?
What is writing down the customer's statements on paper in front of them?
How should replacement system pricing be framed when asked off-the-hip?
What is in monthly financing ranges (e.g., $180–$240/month)?
What term describes the personal job satisfaction gained from genuinely helping families?
What is Psychic Income?
Why should a technician avoid showing up early for a first call without calling ahead?
What is because the customer may not be ready or could be upset?
What aviation technique involves repeating back customer instructions verbatim?
What is air traffic control read-backs?
When a homeowner feels cold despite proper airflow metrics, what concept is illustrated?
What is 'The customer is part of the system'?
What psychological term describes a new employee's temporary elevated behavior?
What is adapted behavior?
What action should technicians avoid doing while parked in a customer's driveway?
What is because the customer may not be ready or could be upset?
How should a technician handle sensitive or political questions from a customer?
What is acknowledging individual choice, remaining neutral, and turning back to work?
What practice helps technicians restore systems faster and reduces truck clutter?
What is standardizing truck organization and tool placement?
What philosophy regarding continuous development elevates a technician from worker to professional?
What is commitment to continuous learning in soft and technical skills?