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SunSetter Tech Final 2025 Flashcards | StudBud
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SunSetter Tech Final 2025
SunSetter Tech Final 2025
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Practice quiz
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Questions
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Answers
1
The maximium total of payment we offer on a DPP plan is ____.
6
4
8
10
2
When you send a Call Flag you should ALWAYS _____.
Advise what steps have you taken
All of the above
Obtain all necessary information
Include expectation you set with the customer
3
How can I measure the width needed on my wall for a Platinum Plus motorized awning?
The width is equal to the width of the awning.
Add 3" to the width of the awning.
Subtract 2" from the width of the awning
Add 5" to the width of the awning.
4
Caller: "I need to get soffit brackets with rafter adapters instead of wall brackets."What should you do first?
Confirm that their home does indeed have angled rafters.
Place a replacement parts order for rafter adapter brackets.
Ask them if their awning is plugged in.
Place a new order for soffit brackets.
5
What does the Wireless Wind Sensor do?
Close the awning when rainy conditions arise
Close the awning when windy conditions arise
hold the fabric in place when wind picks up to keep fabric from flapping
Opens the awning when the sun comes out
6
What is the return/exchange policy for SunSetter ?
90 days
45 days
60 days
30 days
7
What change can you
not
make to a costco order?
Fabric Color
Motor mount Side
Fabric Type
Brackets
8
A customer can probably find suitable packaging to return an awning at Walmart.
True
False
9
What does Prorated Warranty mean?
The Warranty covers tornado damage
Warranty gives everything at 50% off the full 5 or 10 years
Product has full Warranty coverage for the lifetime of the product
Warranty coverage lessens over time
10
The 6ft Extenstion Cord and/or Wall Mount Bracket for the Solar Panel is shipped free of charge if they want one.
True
False
11
T or F:
You can cancel a dealer order for a retail customer.
False
True
12
How much do we charge a customer to exchange fabric color of the same type?
We do not charge them
25%
Full price
50%
13
Where can I find instructions on how to adjust the pitch in the current SS Series Owner's Manual?Select all that apply.
pg. 30
Appendix B
Appendix D
pg. 23
14
Which of the following is NOT an available color for our 20' Flagpole?
Bronze baked enamel
Anodized aluminum
White baked enamel
Powder coated black
15
What part is this?
Center Support
Wall Bracket
Left Arm Clamp
Front Bar Connector
16
When taking credit card payment we should ALWAYS use what?
All of the above
The Record on Demand
Our notes
The supervisor call back form
17
How long is the new 2024 Solar Panel / Battery Assembly warranted for?
3 year
1 year
5 year
8 years
18
T or F:
We do NOT recommend the customer charge their new solar panel before installing it on their EasyShade.
False
True
19
A customer calls and says "My awning is not working! Can you please send me a replacement motor?" What should you do?
Give them dealer information since they purchase from a dealer
Tell them you sent them an email with step-by-step TS to try 1st.
Ask if they are with the awning & offer to TS before replacing.
Immediately set up order for replacement motor.
20
Customers will
ALWAYS
gets shipping and handling refunded back to them.
False
True
21
The word Plus Pro for awnings means?
has built in hood & weather breaker panel
has built in hood, weather breaker panel and extra long projection
has built in weather breaker panel
has built in hood
22
What is the solution for elongated holes in a flagpole?
Drill new holes
Send a new flagpole
Send a new tube section to replace the one with elongated holes
Replace Spring Buttons
23
Caller says the power cord is damaged on their motorized awning. What is an important thing to ask?
Do you want a replacement motor?
What color is the cord?
Which section of cord is damaged?
Is the motor on the left or right side of the awning?
24
A Motorized EasyShade can be manually operated
True
False
25
If you have a dealer customer call about TS an EasyScreen, SunSetter Essential or EasyShade Platinum, you should ______.
reach ut to coah in chat
transfer the caller or dealer to dealer service
set up a call flag
send an email to Marta
26
Before beginning any troubleshooting process you should 1st?
Advise caller to plug in awning and hit the programming button.
Preview & explain TS steps before having a customer begin the process.
Have CX mark the orientation of the Override Crank Loop and Power Cable
Ask caller to unplug the awning while you count for 5-10-5.
27
Customer calls to advise fabric has a 12 inch tear in it due to recent storm. What call type is this?
Installation
Motorized Operation
Weather related Damages
XT Operation
28
Customers want someone who _____.
All of the above
fully listens & understand their problem
seems interested in helping & empathetic to their situation
sounds like an expert
29
Which "lateral-arm" awning does not have an adjustable pitch?
Manual Model
Motorized PRO Model
Free-Standing Oasis Model
Platinum Plus Model
30
When do we collect a core charge on a warranty/replacement order?
On all motor replacements. $50 refunded once bad motor is returned.
Only when motor is under warranty. $50 refunded once bad motor is returned.
Trick question we do not give core charges
Only if it is an RTS motor. $50 refunded once bad motor is returned.
31
Customer cannot get awning fit into available space. What type of call is this?
Motorized Operation
Installation
Shipping Related
Weather related Damages
32
T or F: Motor reset (5-10-5) is a fix for everything.
False
True
33
T or F:
The order will be red in the Citrix system if customer purchase thought the Costco Shop At Home Program.
True
False
34
What item is NOT discontinued?
900XT
900 spring
1000XT
1000 Spring
35
If you open the order history and the writing is red, what doe that mean?
they purchased from a Dealer
they purchased from Costco
they purchased direct from SunSetter
they purchased from Wayfair
36
To turn on the dimming feature on the LED Lights, the customer will need to ____.
press and hold the down button
tap the down button
press and hold the up button
tap the up button
37
What type/quantity of battery does the 2017 Multi channel Remote use?
Two AAA batteries
Two AA batteries
One 3V CR2032 battery
One 3V CR2430 battery
38
The Wireless Wind Sensor has a range of ____?
20 FT
25 FT
18 FT
30FT
39
T or F:
One reason an account might not be found is because the awning was purchase in different name or address.
True
False
40
If order is shipping to dealer you should ____.
provide the customer with tracking detail.
only OC educate after order is received & installed for the customer.
advise the customer to track order themselves on OC.
call freight to see where the order is.
41
When replacing a Platinum Plus Motor, customers will want to make sure to ______.
read any motor replacement instructions
Not mark the orientation of the Override Crank Loop and Power Cable
install without the Motor Mounting Plat
To be sure to swivel the Motor torwards the Motor Mount Plate
42
Check the statement(s) that is true about the Solris remote
If lost will need to call Somfy or a Dealer
Needed to activate the sun feature for rain/sun & wind/rain sensors
All of the above
needs to have the on/off sun option on the remote
43
Which answer is an true product fact?
13’1” Projection is available for every awning
Oasis always came with straight cut valance option
All remotes use CR2032 battery
Performance Acrylic has always been a fabric option for SunSetter
44
Call flags are for?
Notes
Answers
Action
Details
45
T or F:
900/1000 Spring Awnings can no longer be repaired by purchasing replacement parts through SS.
True
False
46
T or F:
The Tahoma can control only one Somfy product at a time.
False
True
47
T or F:
LED lights have a 2 hour timer that can be enabled or diabled.
True
False
48
Which answer is
NOT
true about the Rain/ Sun Sensor?
We will only advertise as a Rain Sensor
Soliris remote needed to turn on sun feature
Can set up for only rain, only sun, or both rain and sun
All customers will be able to order the Soliris remote
49
A Lead account should be created when?
You need to delete or register a new order.
You need to transfer ownership to a different customer.
You need to product register and no account is found
The product is over 5 years old
50
T or F:
We should set up an exchange for a customer that just ordered to get a bigger size awning if they want one.
False
True
51
What is true about an Oasis?
the fabric has drain holes
Each side projects 5 feet
All of the above
the left side is where the motor or gear assembly is
52
What is the correct order for Sunea troubleshooting?
AMTS, check power, check remote, 5-10-5
Check remote, check power, 5-10-5, AMTS
5-10-5, AMTS, check power check remote
Check remote, check power, AMTS, 5-10-5
53
T or F:
When a Dealer purchases a product from SunSetter it does
not
qualify for a return.
False
True
54
How much does a customer pay for a restocking fee?
10%
30%
20%
We do not charge a restocking fee
55
Dealer ships awning order to CX home. CX calls to advise it arrived damaged. What should you do?
Process the exchange and advise the caller to follow-up with their Dealer.
Set up a return for awning and advise to re-order through dealer.
Probe to determine what was damaged and issue replacement parts.
Refer the caller to the Dealer for next step to get replacements if needed
56
The best place to advise a customer to view fabric is?
[email protected]
on sunsetter.com
[email protected]
support.sunsetter.com
57
What is the name of the highlighte part on the EasyShade?
Cable Bracket
Cable Guide Hole
Cable Guide
Cable Guide Stop
58
Which one is
not
one of the 4 Category of Tech
Assistance with replacement parts
Probing and troubleshooting calls
Helping the customer to access a Dealer
Assistance with Operation
59
T or F:
EasyShade Motors can overheat, stopping the EasyShade from being operated for at least 15 minutes.
True
False
60
How do I easily adjust the open or close stop position of a SunSetter Series motorized awning, while in User Mode?
Hold the programming button on the back of the remote.
See Appendix B of the awning owner's manual.
See Appendix A of the awning owner's manual.
Do a 5-10-5 motor reset.
61
Which of the following statements is true regarding the Sun/Rain Sensor?
Mounts on the arm of the awning
Stays opens when it rains until no rain has been sensed for 15 mins.
Opens after 2 mins of sun, closes when no sun been sensed for 15-30 mins
Has to be set up on an app to use
62
What is the name of the part that connects the Lateral Arm to the Front Bar?
Valance
Arm Clamp
End Plate
Front Bar Connector
63
When troubleshooting we should NEVER ____.
make our own determination
troubleshoot from memory
ask a coach for help when needed
use our resources
64
Where is the remote found when shipped with the awning?
in plastic in the tube
wrapped to power cord
in brown jiffy envelope
Shipped separately with the fabric
65
Select the
SAFETY RISK
.
Customer advises awning fabric has huge tear by the front bar.
All of the above
Customer advises he needs to get on a ladder to reach their product.
Customer wants to sit under awning during moderate to heavy rains
66
My 2016 Solar EasyShade is only moving a few inches at a time. Which of the following issue
s
may be the cause?
The EasyShade housing needs the touch up paint
The Solar Panel is not holding a charge.
Motor is in Programming Mode & must hold up or down button to get movement.
The Cable Guide Ferrule has fallen off.
67
T or F:
We send replacement parts for all damaged flagpoles.
False
True
68
T or F:
Checking the temperature where a customer lives is parts of troubleshooting.
False
True
69
What color is the cord?
If fabric is torn.
that they have lubricated all lubrication points of the awning
Make sure the motor has been reset
Remote & power okay
70
When purchasing from SunSetter directly customers can _____.
have order & processing handled for them.
get shipments & deliveries handled for them.
receive expert installation services.
install outside dealer network range.
71
When identifying if customer has a SunSetter awning we should probe for?
The width, projection and hardware color.
How it operates and how fabric feels.
If the front bar has a label or how many bolts arm clamps have.
All of the above
72
Tapcon screws are used for ____.
Installing on wood
Installing on stucco
All of the above
Installing on brick
73
If you determined a customer does not have a SunSetter, you should?
All of the above
Provide as much assistance as possible.
Advise of other awning manufactures if they need parts.
Ask if their remote says Somfy.
74
T or F:
Platinum Plus Pro XL Awning has a built in hood, front weatherbreaker panel and comes w/ a extra long projection
False
True
75
Which option describes user mode?
Awning moves only when you unplug/plug back in the awning
Awning moves when you tap the button & stops on its own
None of the above
Awning moves only when you press & hold button (up / down)
76
T or F:
Both The old & new TaHoma will work with the TaHoma App!
False
True
77
What is the name of this prt on the EasyShade?
Cable Guide
Aluminum Leading Bar
Cable Guide Hole
Cable Guide Stop
78
T or F:
The Integrated LED Lights work on all awning arms.
False
True
79
You MUST you include at the beginning of each chat?
the customers name
who you are speaking too
the customer number
the customers issue
80
When entering notes in the system they MUST include:
If an order was placed? including the doc #.
What troubleshooting steps were taken? and why?
Reason for the call
All of the above
