TRAA TOWING AND RECOVERY
ASSOCIATION OF AMERICA NATIONAL
DRIVER CERTIFICATION 100%
ACCURATE
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 - ANSWER c. The driver
Customer Service:
The most important communication skill you can develop is:
a. Talking
b. Reading
c. Listening
d. Writing - 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. - 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. - 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 - ANSWER d. Distance from local police station
,Customer Service:
Costly mistakes are made when one does not write carefully. To avoid a
misunderstanding you should:
a. Write legibly.
b. Not be concerned about legal liability.
c. Not be concerned because your supervisor will review everything.
d. None of the above. - ANSWER a. Write legibly.
Customer Service:
Which of the listed tasks are performed by the tow truck driver?
a. Create a friendly, courteous climate
b. Clerical
c. Customer Service
d. All of the Above - ANSWER d. All of the Above
Customer Service:
If you should damage a vehicle during a tow, the most appropriate course of action
would be:
a. Try and leave the scene quickly before the customer notices.
b. Note on invoice that damage was there before the tow.
c. Show the customer the damage and notify supervisor to make appointment for repair.
d. All of the above. - ANSWER c. Show the customer the damage and notify supervisor
to make appointment for repair.
Customer Service:
The best way to listen to a customer is to:
a. Listen to the end of a statement, then ask questions.
b. Summarize and verify.
c. Interrupt to clear up a point.
d. 'a' and 'b' only. - ANSWER d. 'a' and 'b' only.
Customer Service:
Which of the following is not a clerical duty required of the driver?
a. Getting all required signatures
b. Filling out invoices
c. Typing invoices
d. Listing services rendered - ANSWER c. Typing invoices
Safety, Attitude & Appearance:
Traction is:
a. A farm machine
b. A steering mechanism
c. Friction between the tires and the road
d. None of the above - ANSWER c. Friction between the tires and the road
, Safety, Attitude & Appearance:
When you cannot avoid a head-on collision, you should:
a. Slow down and steer to the left.
b. Slow down and steer to the right.
c. Step on the accelerator.
d. Bail out of your vehicle. - ANSWER c. Step on the accelerator.
Safety, Attitude & Appearance:
In responding to a disabled vehicle which requires towing, you should park:
a. Behind the disabled vehicle
b. Beside of the disabled vehicle
c. In front of the disabled vehicle
d. Well away from the vehicle to prevent congestion - ANSWER c. In front of the
disabled vehicle
Safety, Attitude & Appearance:
If you park behind a vehicle you should leave about truck lengths between
you and the vehicle:
a. 1
b. 1 1/2
c. 2
d. 2 1/2 - ANSWER b. 1 1/2
Safety, Attitude & Appearance:
A good source of information in the work-place regarding hazardous and
flammable material is:
a. Office files
b. On the bulletin board
c. Beside the copier
d. The Material Safety Data Sheets - ANSWER d. The Material Safety Data Sheets
Safety, Attitude & Appearance:
When rescuing victims through ice you could:
a. Throw the victim a rope.
b. Form a chain of rescuers from other people around
c. Use extreme caution in approaching the edge of a breakthrough
d. All of the above - ANSWER d. All of the above
Safety, Attitude & Appearance:
Which body parts are safe to place under an unsecured load?
a. Foot
b. The whole body
c. The head
d. No body parts should be placed under a load - ANSWER d. No body parts should be
placed under a load
ASSOCIATION OF AMERICA NATIONAL
DRIVER CERTIFICATION 100%
ACCURATE
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 - ANSWER c. The driver
Customer Service:
The most important communication skill you can develop is:
a. Talking
b. Reading
c. Listening
d. Writing - 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. - 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. - 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 - ANSWER d. Distance from local police station
,Customer Service:
Costly mistakes are made when one does not write carefully. To avoid a
misunderstanding you should:
a. Write legibly.
b. Not be concerned about legal liability.
c. Not be concerned because your supervisor will review everything.
d. None of the above. - ANSWER a. Write legibly.
Customer Service:
Which of the listed tasks are performed by the tow truck driver?
a. Create a friendly, courteous climate
b. Clerical
c. Customer Service
d. All of the Above - ANSWER d. All of the Above
Customer Service:
If you should damage a vehicle during a tow, the most appropriate course of action
would be:
a. Try and leave the scene quickly before the customer notices.
b. Note on invoice that damage was there before the tow.
c. Show the customer the damage and notify supervisor to make appointment for repair.
d. All of the above. - ANSWER c. Show the customer the damage and notify supervisor
to make appointment for repair.
Customer Service:
The best way to listen to a customer is to:
a. Listen to the end of a statement, then ask questions.
b. Summarize and verify.
c. Interrupt to clear up a point.
d. 'a' and 'b' only. - ANSWER d. 'a' and 'b' only.
Customer Service:
Which of the following is not a clerical duty required of the driver?
a. Getting all required signatures
b. Filling out invoices
c. Typing invoices
d. Listing services rendered - ANSWER c. Typing invoices
Safety, Attitude & Appearance:
Traction is:
a. A farm machine
b. A steering mechanism
c. Friction between the tires and the road
d. None of the above - ANSWER c. Friction between the tires and the road
, Safety, Attitude & Appearance:
When you cannot avoid a head-on collision, you should:
a. Slow down and steer to the left.
b. Slow down and steer to the right.
c. Step on the accelerator.
d. Bail out of your vehicle. - ANSWER c. Step on the accelerator.
Safety, Attitude & Appearance:
In responding to a disabled vehicle which requires towing, you should park:
a. Behind the disabled vehicle
b. Beside of the disabled vehicle
c. In front of the disabled vehicle
d. Well away from the vehicle to prevent congestion - ANSWER c. In front of the
disabled vehicle
Safety, Attitude & Appearance:
If you park behind a vehicle you should leave about truck lengths between
you and the vehicle:
a. 1
b. 1 1/2
c. 2
d. 2 1/2 - ANSWER b. 1 1/2
Safety, Attitude & Appearance:
A good source of information in the work-place regarding hazardous and
flammable material is:
a. Office files
b. On the bulletin board
c. Beside the copier
d. The Material Safety Data Sheets - ANSWER d. The Material Safety Data Sheets
Safety, Attitude & Appearance:
When rescuing victims through ice you could:
a. Throw the victim a rope.
b. Form a chain of rescuers from other people around
c. Use extreme caution in approaching the edge of a breakthrough
d. All of the above - ANSWER d. All of the above
Safety, Attitude & Appearance:
Which body parts are safe to place under an unsecured load?
a. Foot
b. The whole body
c. The head
d. No body parts should be placed under a load - ANSWER d. No body parts should be
placed under a load
