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Free Field Service Consultant: Field Service Consultant Exam Questions and Answers
Last updated: March 31, 2025
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1815-Field Service Consultant: Field Service Consultant
#Question
A customer requests a follow-up on a service issue that was previously logged. What is the best response from the consultant?
A.
Apologize without action
B.
Delay the response
C.
Provide an update and thank them for their patience
D.
Ignore the request
Correct Answer:
C
Providing an update and thanking the customer for their patience shows professionalism and keeps communication open and transparent, enhancing customer satisfaction.
#Question
A technician is assigned to a high-priority job but is unsure about some steps of the process. What is their best immediate course of action?
A.
Ignore the uncertainty
B.
Ask a colleague for assistance
C.
Consult documentation
D.
Proceed without help
Correct Answer:
B
Asking a colleague for assistance ensures that the technician receives guidance to perform the job correctly, especially in high-priority situations.
#Question
A customer wants to understand what safety measures are implemented in service. How should the technician address this inquiry?
A.
Refer them to online resources
B.
Avoid the conversation
C.
Explain policies in detail
D.
Provide vague answers
Correct Answer:
C
Explaining policies in detail demonstrates transparency and builds trust with the customer regarding their safety concerns.
#Question
A technician has a customer who is unhappy with the outcome of their service visit. What is the best strategy to address this?
A.
Ignore their feelings
B.
Dismiss their concerns
C.
Apologize and offer a resolution
D.
Make excuses
Correct Answer:
C
Apologizing and offering a resolution demonstrates accountability and commitment to customer satisfaction.
#Question
A customer insists on meeting an unrealistic timeline for service. How should the consultant address this?
A.
Offer a discount
B.
Ignore their request
C.
Explain scheduling realities
D.
Agree to the timeline
Correct Answer:
C
Explaining scheduling realities sets appropriate expectations while maintaining professionalism.
#Question
A technician discovers that a recently serviced appliance is not functioning correctly. What should they do?
A.
Proceed without review
B.
Handle it later
C.
Document and inform the customer
D.
Ignore it
Correct Answer:
C
Documenting and informing the customer ensures transparency and accountability for issues arising post-service.
#Question
A technician is receiving complaints about overlapping service times. What is the first step they should take?
A.
Blame the customers
B.
Ignore the complaints
C.
Review the schedule
D.
Increase staffing
Correct Answer:
C
Reviewing the schedule helps identify any issues with overlapping service times that can be resolved through adjustments.
1815-Field Service Consultant: Field Service Consultant
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