Progression: Field Tech V – VI Exam
2026 Questions and Answers
Which of the following are correct things to say to a customer when
communicating downtime? Choose all that apply. - Correct answer-To complete
my testing, I need to take your service down for about 5 minutes. I can work
around your schedule. Please let me know when a good time would be to continue.
I'll need to take your services down in order to finish the install, but I'll let you
know within an hour so you can make your employees aware.
Life Cycle of a Small-to-Medium Business - Correct answer-Stage 1:
Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
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,What do you know about the SMB life cycle? Put the stages of the life cycle in the
correct order. - Correct answer-Stage 1: Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
Why is it important to determine what the customer's history with installations or
services has been? - Correct answer-Having this information helps to provide a
baseline to work toward and allows you to mitigate certain issues that might arise
during the install instead of the customer mentioning issues when the work is
complete.
One tool that helps to set appropriate personal expectations is the UPDATE method
- Correct answer-Understand customer expectations—Keep in mind that customers
may have different expectations than you. Try to determine what their expectations
are in advance.
Primary goal—Be clear in what has been scheduled to be done; everything that the
schedule visit encompasses and how it will get done.
Don'ts—Define the actions or things you cannot do or are unable to do.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
, Alternatives—Provide alternatives to the don'ts; devise what tasks can be done
instead as well as contingency plans if those fail.
Trust—Build trust with the customer in your abilities by bridging gaps between
your expectations and the customer's expectations with open communication.
Engagement—After performing the previous steps, engage the customer with a
detailed and cohesive plan.
How much do you know about setting customer expectations? - Correct answer-
Continue to provide updates to the customer while performing the work and be
sure to get confirmation from them once the work is complete to ensure everything
is working properly. TRUE
Offer multiple solutions. If something the customer is requesting is not possible,
give them some options of things that can be done. TRUE
Offer the best solution. If something the customer is requesting is not possible then
tell the customer as politely as possible. FALSE
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
2026 Questions and Answers
Which of the following are correct things to say to a customer when
communicating downtime? Choose all that apply. - Correct answer-To complete
my testing, I need to take your service down for about 5 minutes. I can work
around your schedule. Please let me know when a good time would be to continue.
I'll need to take your services down in order to finish the install, but I'll let you
know within an hour so you can make your employees aware.
Life Cycle of a Small-to-Medium Business - Correct answer-Stage 1:
Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,What do you know about the SMB life cycle? Put the stages of the life cycle in the
correct order. - Correct answer-Stage 1: Establishment
Stage 2: Growth
Stage 3: Expansion
Stage 4: Maturity
Stage 5: Decline
Why is it important to determine what the customer's history with installations or
services has been? - Correct answer-Having this information helps to provide a
baseline to work toward and allows you to mitigate certain issues that might arise
during the install instead of the customer mentioning issues when the work is
complete.
One tool that helps to set appropriate personal expectations is the UPDATE method
- Correct answer-Understand customer expectations—Keep in mind that customers
may have different expectations than you. Try to determine what their expectations
are in advance.
Primary goal—Be clear in what has been scheduled to be done; everything that the
schedule visit encompasses and how it will get done.
Don'ts—Define the actions or things you cannot do or are unable to do.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
, Alternatives—Provide alternatives to the don'ts; devise what tasks can be done
instead as well as contingency plans if those fail.
Trust—Build trust with the customer in your abilities by bridging gaps between
your expectations and the customer's expectations with open communication.
Engagement—After performing the previous steps, engage the customer with a
detailed and cohesive plan.
How much do you know about setting customer expectations? - Correct answer-
Continue to provide updates to the customer while performing the work and be
sure to get confirmation from them once the work is complete to ensure everything
is working properly. TRUE
Offer multiple solutions. If something the customer is requesting is not possible,
give them some options of things that can be done. TRUE
Offer the best solution. If something the customer is requesting is not possible then
tell the customer as politely as possible. FALSE
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
