Fridges
The recommended timeframe for replacing a refrigerator water filter
What is every 4-6 months, depending on usage
What is the first step when a microwave has no power?
What is verify the outlet is receiving power and check the breaker
What product helps improve drying performance in a dishwasher?
Rinse Aid
What is the purpose of the six-minute delay door unlock on top-load washers?
What is
It’s a safety feature to protect consumers from moving parts during the cycle.
What is the key difference between a learning objective and a learning outcome?
What is
Objectives are specific, measurable tasks
Outcomes are broader results of learning.
A consumer reports "No Ice." What is the first probing question that should be asked?
What is the timeframe of the last filter change, is it within the recommended 4-6 month
Which accessory is optional for the Over-the-Range microwaves and can be sold as a C&A?
What is
Charcoal Filter
A consumer says their dishwasher leaves the plastics wet after the cycle. Is this normal?
What is
YES
Plastics do not retain heat, so they typically remain damp
A front-load washer has mold in the gasket. What causes this and what is the simplest prevention step?
What is
Moisture build-up
Dry the gasket fold after each wash.
Why are action verbs important when writing learning objectives?
What is
They make objectives measurable and clearly define what learners should do.
A Consumer complains about frost build-up in freezer. Name 2 possible causes and one resolution.
What is
Causes: Door no sealing properly, ice chute not closing fully, temps too cold, overloading of shelves.
Resolutions: Send NCP door sela for self-install, clean ice chute seal and reset, set temps to recommended, restock shelves to allow proper air flow around products
A gas range burner will not light. What 4 checks should you perform before dispatching a service event?
What is
Confirm spark sound
Check for gas odor
Clean ignition port
Reset burner cap
A dishwasher is not draining. Name 2 checks you should perform before offering service?
What is
Check for kinks/high loop in the hose
Confirm glass trap is clean
Confirm unit was not stopped mid-cycle
A top-load washer is not filling properly. Name two checks you should perform before scheduling service.
What is
Confirm water valves are on
Ensure no other water sources in the home are running to avoid pressure drop
Rewrite this vague objective into a measurable one: “Understand safety procedures.”
What is
List the steps for safe handling of hazardous materials.
During installation, the fridge doors were removed and now are misaligned. What CSP applies and what resource should you provide the consumer for resolution?
What is
CSP - no spares sent
Owners manual - walk consumer through the basic instructs and refer them to their Owners manual for additional support
A consumer reports moisture buildup on cabinets above the microwave. What installation issue could cause this and what is your resolution?
What is
Incorrect vent adaptor setup
Refer to installer and educate consumer on source of concern to relay to the installer for quick resolve
A consumer reports their dishwasher won't start and shows and error code. What steps should you take to help resolve this?
Confirm error code in Bruviti as functional failure
Perform hard reset (unplug or flip breaker for 1 min), then hold Start/Cancel until lights turn off to clear power failure
If code goes away- CSP
If code returns - SVN
A dryer has long dry times. What factors could cause this and what CSP applies?
What is
Overloading
Clogged Exhaust Vent
Energy efficiency setting
CSP no spares
Compare these two objectives and identify which is better and why:
What is
#2 is better because it uses an action verb and is measurable.
A Consumer says their fridge is making unusual noises. Explain how you will determine if this is normal and what other information is needed, before offering service, for tech to properly diagnose the issue
What is
Gather a description of how the noise sounds from the consumers perspective and compare to the normal noise list. If not normal, get info on how often occurs and for how long to determine if a recording is needed to help the tech diagnose the issue
A consumer complains their electric oven is not heating properly. Explain your troubleshooting process and CSP process before scheduling service.
Perform hard reset
Check for error codes
Test bake and broil functions
Confirm if either elements are glowing when turned on
The lower spray arm melted during a cycle. Explain why this happens and how you would resolve it using CSP options.
What is
Caused by improper loading; arm falls on heating element during Heat Dry.
Educate customer on loading and send replacement spray arm as CSP NCP for self-install
A consumer reports their front-load washer is leaking from the dispenser. Explain your troubleshooting process and CSP options before dispatching service.
What is
Check for clogged or dirty dispenser
Educate customer on cleaning per Owner’s Manual
CSP no spares if resolved
SVN if not resolved
Without using the cheat sheet, Provide me the 6 Levels in order of DOK learning.
Remembering (recognize, choose)
Understanding (arrange, explain)
Applying (develop, illustrate)
Analyzing (examine, analyze)
Evaluating (propose, test)
Creating (construct, compose)