Choose the correct answer for each question.

1. In CompleteShop, what are the two primary types of customer phone calls or contacts maintained in the Customer Service module?

   1.   ?    1) Insurance company contacts for supplemental work; and 2) The Day their car is ready to pick up.
   2.   ?    1) Regularly scheduled callbacks; 2) Date Due Changes.
   3.   ?    1) Original authorization for work; 2) Supplemental authorization for additional damage.
   4.   ?    None of the above.

2. 
   Estimator A filters the Customer Service Callback Screen to display only their customers that need to be contacted by clicking on the Customer Service button on the Main Screen, checking Date Due Change and Regular Callback boxes, then checks by Writer with their name selected. Estimator B says that it's the Customer Service Representative's job to contact the customer, not theirs, the CSR should call them. Who is right?

   1.   ?    Estimator A
   2.   ?    Estimator B
   3.   ?    Both A and B
   4.   ?    Neither A nor B

3. Customer Service Representative A (CSR) does customer service callbacks through the Customer Service screen on the CompleteShop Main Screen by highlighting RO's and clicking the Callback button at the bottom, then entering information regarding the customer contact. CSR B does customer service callbacks by going directly to each repair order and clicking on Additional Information, then clicks Call Customer, entering information in the note box about the call. Who is right?

   1.   ?    
      CSR A
   2.   ?    
      CSR B
   3.   ?    Both A and B
   4.   ?    Neither A nor B

4. Estimator A says that the callback frequency should be set at 4 if the customer wants to be contacted every 3 days about the status of their vehicle. Estimator B says that callback frequency should be pre-set for each Damage Profile, and that those settings are overridden by the callback frequency settings within the Repair Order. Who is right?

   1.   ?    Estimator A
   2.   ?    Estimator B
   3.   ?    Both A and B
   4.   ?    Neither A nor B

5. 
   What will be the consequence of checking the Do Not Call Customer box in Additional Information within the RO?

   1.   ?    The callback cycle calculation for the RO will be disabled and the customer's information will not be prompted for callbacks on the Customer Service Callback Screen.
   2.   ?    The customer's vehicle will remain at the shop until the customer calls the shop for an update.
   3.   ?    This box is disabled once the estimate has been imported into the Repair Order.
   4.   ?    None of the above.

6. 
   What is one of the greatest benefits of using the Customer Service Callback Screen?

   1.   ?    We won't have to interrupt others to answer questions about the customer's vehicle when they call the shop, because they will have already been called with the update.
   2.   ?    Customers will be more satisfied with the shop's diligence in keeping them informed about the repairs on their vehicle as often as THEY wish.
   3.   ?    The shop will be in regulatory compliance with regards to keeping customers informed on the status of their vehicle repair.
   4.   ?    All of the above.

7. Estimator A says that customer service callbacks must be made from within the RO in order for it to clear the Customer Service Callback Screen. Estimator B says that customers should be called before they call the shop for an update. Who is right?

   1.   ?    Estimator A
   2.   ?    Estimator B
   3.   ?    Both A and B
   4.   ?    Neither A nor B

8. In what ways can customers be contacted through Rome CompleteShop's Customer Service module?

   1. Directly by phone.
   2. Directly by email
   3. Indirectly by posting vehicle status or requests on Web Display.
   4. By faxing the update information to the customer automatically.
   Check  (Check ALL that apply then click CHECK to left)

9. What can be done in CompleteShop to help you remember a special request for customer contact outside the normal schedule of contacts in the system?

   1.   ?    Put a post-it note on the computer screen to remember to contact the customer, including their phone number.
   2.   ?    Put the customer's information in Outlook Express, and remind yourself to call them.
   3.   ?    Use the Tickler button when entering a customer service contact, indicate the number of days, hours, and minutes until you wish to be reminded of the special contact.
   4.   ?    All of the above.

10. Estimator A contacts all of their customers on a daily basis that appear on the Customer Service Callback Screen for Date-Due changes and Regular Scheduled callbacks. Estimator B does the same for the Date-Due changes, but has the Customer Service Representative (CSR) make the Regular Scheduled callbacks for their customers. Who is right?

    1.   ?    Estimator A
    2.   ?    Estimator B
    3.   ?    Both A and B
    4.   ?    Neither A nor B