Questionnaire
Time Duration: 5 minss
Section 1: Vehicle and Tyre Knowledge
1. What does the "205" in a tyre size (e.g., 205/55R16) represent?
a) Tyre width in millimeters
b) Tyre height in inches
c) Rim diameter in inches
2. Which of the following is a premium tyre brand?
a) Michelin
b) Budget Tyres
c) Midrange Tyres
3. What does the letter "C" in a tyre size (e.g., 235/65R16C) indicate?
a) Commercial van tyre
b) Caravan tyre
c) Runflat tyre
4. Where is the locking wheel nut key usually located in a vehicle?
a) Glove compartment or boot
b) Under the driver’s seat
c) Inside the fuel tank
5. True or False: Runflat tyres can still be driven up to 50 miles after a puncture.
Section 2: Geographical Knowledge
6. What does the postcode "NW" stand for in London?
a) North West
b) New West
c) North Wales
7. True or False: Greater London postcodes are only used for central London.
8. Which area of London is represented by the postcode "SE"?
a) South East
b) South West
c) South North
Section 3: Service Offerings
9. What is the first question you should ask a customer calling for breakdown
recovery?
a) What is the make and model of your vehicle?
b) Where is the vehicle located?
c) Does the vehicle start and roll?
10. What does "SWB" stand for when referring to vans?
a) Short Wheel Base
b) Small Wide Body
c) Standard Wheel Base
11. True or False: A vehicle that does not start or roll requires a standard recovery truck.
12. What is the purpose of skates in a difficult recovery?
a) To move a vehicle that cannot roll
b) To tow a vehicle at high speed
c) To repair a flat tyre
13. Which service is required for a vehicle stuck in mud or snow?
a) Jumpstart
b) Pull-out recovery
c) Tyre fitting
Section 4: Call Handling Process
14. What is the recommended greeting when answering a customer call?
a) "Hello, what do you want?"
b) "Good [morning/afternoon], thank you for calling [Company Name]. This is [Your
Name], how can I assist you today?"
c) "Hi, what’s the problem?"
15. True or False: You should interrupt the customer to save time during the call.
16. What should you do if a customer is stressed or frustrated?
a) Speak louder to assert authority
b) Remain calm and empathetic
c) Transfer the call to another agent
17. What information should you collect during the call?
a) Vehicle make, model, and location
b) Customer’s favorite color
c) Weather conditions
Section 5: Supplier and Recovery Process
18. What is the first step after receiving a recovery request?
a) Contact the supplier for price and ETA
b) Dispatch a recovery truck immediately
c) Ask the customer to pay upfront
19. True or False: You should always add a markup to the supplier’s price before quoting
the customer.
20. What should you do if the customer disagrees with the quote?
a) Argue with the customer
b) Offer to adjust the quote or wait for their decision
c) Cancel the job immediately
21. What is the purpose of taking a deposit?
a) To secure the booking and protect the company
b) To increase the company’s profit
c) To avoid working with the customer
Section 6: Communication Skills
22. What phrase should you use to show empathy to a stressed customer?
a) "I understand how stressful this must be."
b) "You should have been more careful."
c) "This is not our problem."
23. True or False: Active listening means interrupting the customer to ask questions.
24. What should you do if a customer is unhappy with the service?
a) Blame the supplier
b) Apologize and escalate the issue to a supervisor
c) Ignore the complaint
Section 7: Payment and Billing
25. What payment methods should you accept from customers?
a) Credit card, cash, and bank transfer
b) Only cash
c) Only credit card
26. True or False: You should never explain the breakdown of charges to a customer.
27. What should you do if a customer disputes the charges?
a) Argue with the customer
b) Explain the charges and escalate to a supervisor if needed
c) Refuse to provide further service
Section 8: Supplier Sourcing
28. Which association represents recovery businesses in the UK?
a) National Breakdown & Recovery Association (NBRA)
b) British Vehicle Rental Association (BVRA)
c) UK Tyre Manufacturers Association
29. True or False: Google Maps can be used to find local recovery suppliers.
30. What should you check when selecting a recovery supplier?
a) Their availability, insurance, and certifications
b) Their favorite football team
c) Their social media followers
Best of Luck
