PTP FINAL EXAM (MODULE 4) CUSTOMER SERVICE
What is the NVR Brand Promise? - Answers :Customers are delivered a 100%
complete home with exceptional quality at the time of the NHO.
Which of the following best describes the "defining moment" for our customer? -
Answers :The "defining moment" is the moment a customer decides that a builder is (or
is not) capable of building their home.
Project Managers should contact their customers ___ - Answers :At least once a week
via email or phone call
Out of the following, who should be present at the Pre-Construction meeting? Select all
that apply: - Answers :1. Project Manager
2. Sales / Marketing Representative
3. Customer who's name is on the contract
Which of the following should the Project Manager be prepared to review during a Pre-
Construction meeting? - Answers :1. Selection Acknowledgement Report
2. Resite
3. Community Site Plan
4. Color Selections and/or Designer Interior Pallet
Which of the following should a PJM explain to the customer regarding visiting and
walking through their home under construction? Select all that apply: - Answers :Safety
is always our #1 priority and it is the PJMs responsibility to clearly set those
expectations with the customer. The customer is never permitted in the house without
an NVR escort at any time. It is best practice to explain to the customer to provide
advanced notice to the PJM and/or SMR if they would like to walk through the house to
ensure someone can meet them and that the house is in a safe condition to be visitied.
The NVR approach to Fair Housing is that ___ - Answers :Any violation will result in
disciplinary action
Which phases need to be complete prior to conducting a Pre-Drywall meeting with a
customer? Select all that apply: - Answers :1. HVAC Rough In
2. Plumbing Rough In
3. Electrical Rough In
4. Insulation
You want to verify that your temporary safety handrail is installed correctly at the stairs
prior to your Pre-Drywall meeting, but you can't remember all the details. What pages of
the blueprints can you find this information? - Answers :SP-1
Which of the following best describes a house that is ready for a Pre-Drywall meeting? -
Answers :1. All scrap material and trash removed from the lot
What is the NVR Brand Promise? - Answers :Customers are delivered a 100%
complete home with exceptional quality at the time of the NHO.
Which of the following best describes the "defining moment" for our customer? -
Answers :The "defining moment" is the moment a customer decides that a builder is (or
is not) capable of building their home.
Project Managers should contact their customers ___ - Answers :At least once a week
via email or phone call
Out of the following, who should be present at the Pre-Construction meeting? Select all
that apply: - Answers :1. Project Manager
2. Sales / Marketing Representative
3. Customer who's name is on the contract
Which of the following should the Project Manager be prepared to review during a Pre-
Construction meeting? - Answers :1. Selection Acknowledgement Report
2. Resite
3. Community Site Plan
4. Color Selections and/or Designer Interior Pallet
Which of the following should a PJM explain to the customer regarding visiting and
walking through their home under construction? Select all that apply: - Answers :Safety
is always our #1 priority and it is the PJMs responsibility to clearly set those
expectations with the customer. The customer is never permitted in the house without
an NVR escort at any time. It is best practice to explain to the customer to provide
advanced notice to the PJM and/or SMR if they would like to walk through the house to
ensure someone can meet them and that the house is in a safe condition to be visitied.
The NVR approach to Fair Housing is that ___ - Answers :Any violation will result in
disciplinary action
Which phases need to be complete prior to conducting a Pre-Drywall meeting with a
customer? Select all that apply: - Answers :1. HVAC Rough In
2. Plumbing Rough In
3. Electrical Rough In
4. Insulation
You want to verify that your temporary safety handrail is installed correctly at the stairs
prior to your Pre-Drywall meeting, but you can't remember all the details. What pages of
the blueprints can you find this information? - Answers :SP-1
Which of the following best describes a house that is ready for a Pre-Drywall meeting? -
Answers :1. All scrap material and trash removed from the lot
