TRAA TOWING AND RECOVERY ASSOCIATION OF AMERICA NATIONAL DRIVER CERTIFICATION QUESTIONS WITH CORRECT ANSWERS

Customer Service: In most cases, the first and most direct contact the customer has with a towing company is: a. The owner b. The manager c. The driver d. The bookkeeper CORRECT ANSWER c. The driver Customer Service: The most important communication skill you can develop is: a. Talking b. Reading c. Listening d. Writing CORRECT ANSWER c. Listening Customer Service: Which of the following statements is true regarding vehicle condition forms? a. signature does not release you from negligent actions. b. A picture replaces the need for a form. c. You only have to describe the damaged area of any vehicle. d. All forms should be in triplicate. CORRECT ANSWER a. signature does not release you from negligent actions. Customer Service: When dealing with an angry customer you should not: a. Refer your customer to your supervisor. b. Explain what you can and cannot do. c. Argue with your customer. d. None of the above. CORRECT ANSWER c. Argue with your customer. Customer Service: A company invoice does not include which of the following? a. Vehicle description b. Customer name/address c. Towing destination or distance d. Distance from local police station CORRECT ANSWER d. Distance from local police station