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Appliance Repair Assessment

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1. What is the first step in troubleshooting a malfunctioning appliance? *

a) Disassembling the appliance

b) Contacting the manufacturer

c) Identifying the problem and possible causes

d) Searching for online solutions

2. Which tool is essential for any appliance repair technician? *

a) Screwdriver

b) Socket & Ratchet

c) Smartphone

d) Multimeter

3. What is the purpose of conducting a continuity test with a multimeter? *

a) Checking if the appliance is plugged in properly

b) Determining if an electrical circuit is complete or broken

c) Testing the appliance's overall performance

d) Determining if voltage is being sent to the component

4. Which of the following actions is a good practice to follow after completing an appliance repair job? *

a) Providing a warranty on labor and parts used

b) Suggesting other appliances the customer might want to replace

c) Requesting payment in cash to avoid taxes

d) Leaving any unused spare parts with the customer

5. What is the purpose of providing upfront, transparent pricing to customers? *

a) To minimize the time spent on repairs

b) To ensure customers know the technician's hourly rate

c) To avoid potential disagreements over service costs

d) To encourage customers to attempt DIY repairs

6. How can offering appliance maintenance tips to customers increase the likelihood of closing the sale? *

a) Customers can fix the appliance themselves, reducing repair expenses

b) It shows the technician's expertise and builds customer trust

c) It allows technicians to charge more for their services

d) Maintenance tips are not relevant to closing the sale

7. What is the main safety precaution to take before repairing any appliance? *

a) Unplugging the appliance from the power source

b) Wearing gloves to avoid electrical shocks

c) Disassembling the dishwasher completely

d) Using water to clean the internal components

8. How can regularly cleaning appliance filters benefit the customer? *

a) It increases the appliance's lifespan

b) It reduces energy consumption

c) It prevents mold growth

d) All of the above

9. If an electric range burner isn't heating, which component is most likely to be faulty? *

a) Power cord

b) Infinite Switch

c) Heating element

d) Control board

10. What is a common cause of a washing machine that won't drain water? *

a) Clogged drain hose

b) Faulty control panel

c) Overloaded drum

d) Seized drain pump

11. How can you troubleshoot a dishwasher that is not cleaning dishes effectively? *

a) Check for clogged spray arms or nozzles.

b) Verify proper water temperature during the wash cycle.

c) Ensure proper detergent usage and loading technique.

d) All of the above

12. What is a common sign of a malfunctioning defrost system in a refrigerator? *

a) Excessive frost buildup on the evaporator coils

b) Water leakage from the freezer compartment

c) Warm temperatures inside the refrigerator

d) Loud noises coming from the compressor

13. How can you troubleshoot a dryer that is not turning on? *

a) Check if the dryer is properly plugged in and receiving power.

b) Verify that the door switch is functioning correctly.

c) Inspect the thermal fuse for continuity.

d) Test the control board for faults.

14. What could be the cause if your oven is not maintaining the set temperature? *

a) A faulty temperature sensor

b) An issue with the oven's calibration

c) A malfunctioning thermostat

d) All of the above

15. If a microwave is starting on its own or experiencing intermittent operation, what could be the potential issue? *

a) Faulty door switches or interlock mechanism.

b) Defective control board or keypad.

c) Blown fuse or thermal cutoff.

d) All of the above.

16. What should be checked if a gas cooktop burner is not igniting? *

a) The gas supply valve is open.

b) The igniter & burner cap is clean and free from debris.

c) The control knob is in the correct position.

d) All of the above.

17. What might be the cause if a hood vent is producing excessive noise during operation? *

a) Loose or damaged fan blades.

b) A worn-out motor bearing.

c) Improperly balanced fan assembly.

d) Loose or disconnected duct connections.

18. Which of the following are important components of good communication as it relates to customer service? *

a) Making eye contact when interacting face-to-face.

b) Using a friendly tone and smile.

c) Use of proper grammar, punctuation, and spelling in both verbal and nonverbal communication.

d) All of the above.

19. What percentage of customers are likely to spend more, if the associate is helpful? *

a) 20%

b) 45%

c) 60%

d) 10%

20. What is the ultimate goal as an appliance repair tech/ and sales associate? *

a) Repairing the appliance.

b) Word of mouth referrals.

c) Satisfying the customer.

d) Closing the sale.