{
"passscore" : 35,
"questions": [ 
  {
    "title": "",
    "question": "Do you... ?",
    "statement": "It’s the beginning of your shift and you've not had the best of mornings so far.<br /><br />Your first call is an upset customer who is calling about their damaged vehicle glass and needs an appointment today as they’re very worried the glass will shatter.",
    "progress" : "1 of 5",
    "image" : "https://www.autoglasscareers.co.uk/wp-content/uploads/2026/01/Bedford-Reportage-126.jpg",
    "answers": [     { 
      "answer": "Put yourselves in that person’s shoes and show empathy for their situation, let your customer know that you will take some details about their car and arrange an appointment for them.",
      "score": 10    },    { 
      "answer": "Ask for the vehicle registration number and book an appointment for the customer.",
      "score": 5    },    { 
      "answer": "Advise the customer that you will need to ask your supervisor when the next appointment is available.",
      "score": 0    },    { 
      "answer": "Tell the customer there are no appointments today and advise them to try another glass company who may be able to do it quicker.",
      "score": 0    }]
  }, 
  {
    "title": "",
    "question": "Do you... ?",
    "statement": "It's 10 minutes before your lunch shift when you take a call from a customer asking for a price quote as they have no glass cover on their insurance. This kind of call usually takes a while. ",
    "progress" : "2 of 5",
    "image" : "https://www.autoglasscareers.co.uk/wp-content/uploads/2019/08/132A0031.jpg",
    "answers": [     { 
      "answer": "Explain that you can help them and will need to take some details. You have a chat with the customer while you pull up the prices and tell them about the benefits of using Autoglass®.",
      "score": 10    },    { 
      "answer": "Explain that you can help them and will need to take some details, tell them the price, offer them appointment and ask if you can book them in.",
      "score": 5    },    { 
      "answer": "Explain that you can help them, give the customer an approximate price and allow the customer to go away and think about it.",
      "score": 0    },    { 
      "answer": "Take the customer’s details, tell them the price advising that we are quite expensive and that they could shop around for a cheaper price.",
      "score": 0    }]
  }, 
  {
    "title": "",
    "question": "How would you deal with the customer’s request?  ",
    "statement": "Your next call after lunch is a customer who explains that they have damaged glass, and that this is the first time this has happened to them. Your customer is unsure what to do next and how it will affect their insurance policy.",
    "progress" : "3 of 5",
    "image" : "https://www.autoglasscareers.co.uk/wp-content/uploads/2019/08/132A9574.jpg",
    "answers": [     { 
      "answer": "You reassure your customer that you are there to help them and guide them through the next steps of booking an appointment. You take time to answer questions and make sure you don’t use any jargon.",
      "score": 10    },    { 
      "answer": "Reassure your customer, take their details and book the appointment in a friendly and helpful way.",
      "score": 5    },    { 
      "answer": "Take the customer details and say you’ll speak to their insurer and call them back.",
      "score": 0    },    { 
      "answer": "Explain to the customer that they need to call their insurance company if they have questions about glass claims as you cannot advise on this.",
      "score": 0    }]
  }, 
  {
    "title": "",
    "question": "Do you... ?",
    "statement": "It's almost the end of the day and you take a call from a customer who is distressed and difficult to understand. You want to make sure that you have all the information that you need to help them. ",
    "progress" : "4 of 5",
    "image" : "https://www.autoglasscareers.co.uk/wp-content/uploads/2019/08/132A9631.jpg",
    "answers": [     { 
      "answer": "Repeat back key information, using phonetics to check spelling, summarise at the end of each section and make notes on the system.",
      "score": 10    },    { 
      "answer": "Repeat back all the information, using phonetics to check spelling, summarise at the end of each section and make notes on the system, advising the customer to call back if anything goes wrong.",
      "score": 5    },    { 
      "answer": "Record everything the customer says regardless of system prompts and processes.",
      "score": 0    },    { 
      "answer": "Suggest the customer call back at another time so someone else can take the call. ",
      "score": 0    }]
  }, 
  {
    "title": "",
    "question": "Do you... ?",
    "statement": "It’s the end of the day and you have your weekly team meeting. Your Team Leader shares performance figures with the team. You have noticed that your performance is dipping from last month and is lower than others in your team. ",
    "progress" : "5 of 5",
    "image" : "https://www.autoglasscareers.co.uk/wp-content/uploads/2019/08/132A9657.jpg",
    "answers": [     { 
      "answer": "Ask your manager for help immediately.",
      "score": 5    },    { 
      "answer": "Plan to raise it in your 1 to 1 meeting next month with your manager.",
      "score": 5    },    { 
      "answer": "Look to find out what training is available, talk to your team to gain ideas of what to do differently, and act on any feedback, ideas or suggestions.",
      "score": 10    },    { 
      "answer": "Carry on as you are because no one has said anything. ",
      "score": 0    }]
  }]
}