JESS TESTING INFO SITE QUIZZES
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Questions and Answers

How should online orders be treated which are automatically scheduled?

  • As a regular order just using the daily schedule.
  • As an unscheduled order, only requiring the use of the Inspector Fees form.
  • As a scheduled order, no additional steps are needed.
  • As an unscheduled order, requiring follow-up with the scheduler and other access steps. (correct)

    • What is the correct opening for a live chat interaction?

  • Hello, how can I help you today?
  • How may I help you with your Total Home Consultant needs?
  • Welcome to Total Home Consultants live chat, how can assist?
  • Thank you for contacting Total Home Consultants, this is --- How may I assist you today? (correct)

    • How long should you wait for a response in a chat before reaching out to confirm if the person is still there?

  • 5 minutes
  • 3 minutes
  • 1 minute
  • 2 minutes (correct)

    • What action should be taken if you receive a Yelp lead?

    <p>Forward the email to Mike at <a href="mailto:[email protected]">[email protected]</a>. (B)</p> Signup and view all the answers

    How are Guaranteed Google leads received?

    <p>They come to an alias email, requiring a click on the link to reply. (B)</p> Signup and view all the answers

    Under which conditions should 3rd party reports be manually sent as an attachment?

    <p>If paid in full, service agreement signed and report has already been sent. (A)</p> Signup and view all the answers

    What is the latest time that an inspection can be scheduled for the next day?

    <p>7:00pm EST (A)</p> Signup and view all the answers

    When are clients/agents called before the end of inspection?

    <p>30 mins before the end of inspection. (D)</p> Signup and view all the answers

    What should happen with an unscheduled inspection to ensure visibility on the calendar?

    <p>The unscheduled inspection should remain on <code>ISN Open Inspections</code> (A)</p> Signup and view all the answers

    When scheduling a pre-listing inspection, what is a mandatory step to complete at scheduling?

    <p>Collect payment at the time of scheduling. (A)</p> Signup and view all the answers

    How is a detached garage handled in an inspection if there is no attached garage?

    <p>It's considered part of the standard inspection. (B)</p> Signup and view all the answers

    When is thermal imaging included in a home inspection?

    <p>It is included as needed within the standard home inspection. (C)</p> Signup and view all the answers

    How is finished basement square footage accounted for in a home?

    <p>It must be included in the home's total square footage. (B)</p> Signup and view all the answers

    What must you do to ensure a sprinkler system inspection is properly accounted for?

    <p>Check the Sprinkler service on the services tab to generate a fee. (B)</p> Signup and view all the answers

    When should payment be made for stand alone services?

    <p>Payment is due at time of scheduling. (A)</p> Signup and view all the answers

    Who is responsible for obtaining access if a termite inspection is done outside of the home inspection date/time?

    <p>Arrow Exterminating. (B)</p> Signup and view all the answers

    What is a requirement for scheduling a radon pick up if the radon device being dropped during the home inspection?

    <p>Add a Radon pick up event 2 days later in the 1:30pm time slot, choosing Chris Wolter as the inspector. (B)</p> Signup and view all the answers

    Who performs stand alone mold inspections?

    <p>Total Home Consultants Inspectors. (A)</p> Signup and view all the answers

    Who is responsible for performing inspections at Total Home Consultants?

    <p>Both B and C (B)</p> Signup and view all the answers

    What should be done if there is a need to confirm deviations from the schedule?

    <p>Confirm with Mike via SMS (A)</p> Signup and view all the answers

    What is a restriction regarding start time changes for inspections on busy days?

    <p>Changes can be made only if the inspector has no afternoon schedule (D)</p> Signup and view all the answers

    Which inspector is certified by both InterNACHI and IAC2?

    <p>Craig Diego (B)</p> Signup and view all the answers

    What unique qualification does Chris Wolter have regarding radon inspections?

    <p>He drops radon at inspections (B)</p> Signup and view all the answers

    What time slots are available for inspections conducted by Craig Diego?

    <p>8:00 am and 1:30 pm (D)</p> Signup and view all the answers

    In the event of a light inspection week, what is the policy regarding inspection scheduling?

    <p>There is greater flexibility for scheduling inspections (D)</p> Signup and view all the answers

    Who should NOT be given Mike Scheiderich's Google Voice number?

    <p>Clients (A)</p> Signup and view all the answers

    What is the maximum number of inspections that Chris can do in one day if one of the homes is over 3,000 sq ft?

    <p>One inspection (C)</p> Signup and view all the answers

    In which scenario can a second inspection be scheduled on the same day?

    <p>Both homes are under 3,000 sq ft and within 30 minutes of each other (D)</p> Signup and view all the answers

    What is the allowable drive time approval given by Chris for appointments?

    <p>Two hours (B)</p> Signup and view all the answers

    Which time slot is preferred for scheduling home inspections when only one is scheduled for the day?

    <p>8:00 AM (C)</p> Signup and view all the answers

    What should be avoided when scheduling an inspection if there's already an afternoon appointment?

    <p>Changing the inspection start time (C)</p> Signup and view all the answers

    How should the scheduling flexibility change during the year based on the inspection volume?

    <p>More flexibility in winter and less in spring (A)</p> Signup and view all the answers

    What is the preferred method for contacting Chris if a cell number is requested?

    <p>SMS via Google Voice at 770-530-2841 (B)</p> Signup and view all the answers

    What is Chris's certification status relevant to his work?

    <p>InterNACHI and IAC2 certified (B)</p> Signup and view all the answers

    Study Notes

    Online Orders

    • All online orders are automatically scheduled.
    • Treat online orders as unscheduled; contact the scheduler, gain access, and use Inspector Fees & QC forms.

    Live Chat

    • Total Home Consultants offers live chat in the VCC.
    • Chat screen alerts the user about the company.
    • Initiate the chat by welcoming the customer and inquiring about their needs.
    • Manage chats like phone calls.
    • Respond to chats in the same manner as you would to phone calls.
    • If a chat partner doesn't respond within 2 minutes, ask if they are still there.
    • If no reply after another 2 minutes, end the chat and provide the option to reach out again; either by chat or by phone (678) 985-9800.

    Yelp

    Guaranteed Google

    • Guaranteed Google Leads are sent to a designated alias email.
    • To reply to the lead, click the link provided in the email.

    Uploading 3rd Party Reports (Termite & Sewer Scope)

    • Upload 3rd party reports as attachments only.
    • Manual delivery to the client and BA only if the order is paid in full.
    • The service agreement must be signed and the report must have already been sent.
    • Otherwise, attachments are sent with the final report.
    • Download and upload instructions for 3rd-party reports are available HERE.
    • 3rd party stand alone reports must be uploaded to complete the order.

    Incomplete Orders

    • Follow up on all incomplete orders.

    Latest Time to Schedule Next Day

    • 7:00 PM EST

    Latest Time to Contact Agents/Clients

    • 8:00 PM EST

    Attendance

    • Encourage attendance at inspections whenever possible.
    • Contact the client 30 minutes before the inspection's end.
    • Allow clients/agents to attend from the start of the inspection if desired.

    Scheduling Procedures

    • Mark unscheduled inspections as "ISN Open Inspections" to make their quotes visible on the calendar should someone not book.

    Pre-Listing Inspections (Owner Selling)

    • Collect payment at the time of scheduling.
    • Obtain the client's current mailing address and date of birth, if possible.

    Outbuildings/Detached Buildings

    • Living spaces situated separately from the home are eligible for additional charges (details in ISN).
    • Detached garages, without attached space, are included in the inspection.
    • Garages connected by a breezeway are considered attached.

    Thermal Imaging/Infrared

    • Included in home inspections as needed. Not provided as an extra service or separate report.

    Finished Basements

    • Include the finished basement square footage in the total home square footage.

    Sprinkler Systems

    • Sprinkler system inspections require an extra fee. Ensure the checkbox and associated cost are entered correctly.

    Termite Inspections

    • Includes termite inspections for full-home inspections (excludes new construction, pre-listing, and standalone inspections).
    • Arrow Exterminating performs termite inspections — add them as a separate inspector.
    • Have the 3rd party confirm the termite inspection.

    Sewer Scope Inspections

    • Sewer Scope is conducted by a 3rd party Sewer Consultant — add the consultant as a separate inspector.
    • Obtain 3rd party confirmation.

    Radon Inspections

    • Pre-payment needed for early radon drops.
    • Add the "Radon Technician" as an additional inspector.
    • Chris Wolter is designated for radon pick-ups/drops, outside of inspections.
    • Schedule "Radon Pick Up" event using Chris Wolter for radon procedures during the inspection, 2 days after.
    • Choose Radon pick up time slot of 1:30 PM.
    • If Radon drop/pick-up differs from the inspection date, add both (drop and pick-up) events, 48 hours apart, unless Radon is picked-up on the same day (during the inspection), skipping the Radon Pick-up 2-day event
    • Weekend radon pick-ups are permitted.
    • If necessary for radon drops, pick-ups or any other tasks, outside of inspection times access must be granted. Confirm any deviations or distance with Mike via SMS, not the inspector.
    • Chris does all radon pick-ups, scheduled 2 days later at 1:30 PM. Access required for pick-up.

    Standalone Services (Mold, Sewer Scope, Radon)

    • Payment required at scheduling for standalone services.

    Mold Inspections

    • Performed by Total Home Consultants inspectors.
    • Book an inspection in a regular time slot.

    Sewer Scope Inspections

    • Conducted by Sewer Consultants.
    • Live chat is available through Total Home Consultants in the VCC, where you should welcome customers and address their needs as you would in phone calls. After 2 minutes of silence from the customer, prompt them, and if there's still no response after another 2 minutes, end the chat, offering options to reconnect via chat or by phone at (678) 985-9800. Yelp leads are no longer processed; instead, forward Yelp emails.need to add any Total Home Consultants inspectors. Add the Sewer Scope inspector.

    Radon Inspections

    • Conducted by contracted radon technicians.
    • Add the Radon Technician and Chris Wolter to the order.

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    Description

    This quiz covers essential customer service protocols for handling online orders, live chats, and Yelp leads. It emphasizes effective communication techniques and appropriate response strategies to ensure a high-quality client experience. Familiarize yourself with these guidelines to enhance customer satisfaction.

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