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Light Duty National Driver Certification Test is twofold: To review the material which will be covered on the test and to serve as a reference manual after you have obtained your certification .\u003Cbr>The Study Guide is divided into the five (5) same categories as the test. They are:\u003Cbr>Customer Service\u003Cbr>Personal Safety , Appearance, and Attitude Incident Management\u003Cbr>Truck Equipment\u003Cbr>We have upgraded this study guide to include additional information to help you as you go about your job activities . In Chapter 2 we have revised the section on roadside assistance for the safety of the customer and the tow operator.\u003Cbr>Also in Chapter 2 we have added a section on bloodborne pathogens as we realize towers often come in contact with blood and fluids at the incident scene and should be prepared to protect themselves .\u003Cbr>Chapter 3, Traffic Incident Management , has been completely revised to reflect the new information in the TIMTOW Guide . It also includes the TRAA Vehicle Identification (V-ID) card.\u003Cbr>Chapter 4, Truck , has been expanded to include a recovery section and a section on towing motorcycles .\u003Cbr>Chapter 5 , Equipment, contains information on the new “6 x 25 \" wire rope (cable) .\u003Cbr>We hope you find this Study Guide enlightening and helpful. We congratulate you for participating in the National Driver Certification Program and being a pioneer in establishing a new standard of professionalism in the towing and recovery industry.\u003Cbr>Congratulations on taking this important step in your professional towing career.\u003Cbr>\u003Cbr>Sincerely,\u003Cbr>Harriet Cooley , ACA Executive Director & Director of Certification |  |\n|  |  |  |\n\nNational Driver Certification Program  \nLevel 1 Test  \nDISCLAIMER  \nThe National Driver Certification Program test is intended to measure certain basic knowledge in the following LIGHT DUTY tasks*:  \n! Routine customer pick-up , delivery, and light recovery;! Hook-ups for cars and light trucks up to 10 , 000 GVWR! The differences between FRONT WHEEL and REAR WHEEL  \ndrive vehicles and appropriate procedures for each; and! Installation of dollies and required dolly towing procedures.  \nA SCORE OF 80% IS NEEDED TO PASS THE CERTIFICATION TEST  \nWe recognize that many LEVEL 1 towers will possess more knowledge than that mentioned above and may possess light duty recovery skills as well. The LEVEL 1 test focuses on and tests the knowledge that a driver should have acquired after 90 days working in the average towing operation . Certification tests knowledge but does not address or attempt to evaluate the certified driver’s actual job performance.  \n*This list only includes the basic technical tasks of the LEVEL 1 tower. The LEVEL 1 test has questions which cover five (5) CATEGORIES of knowledge: Customer Service , Incident Management, Safety/ Personal Appearance , Truck , and Equipment.  \nQuestions and comments may be directed to the National Driver Certification Program office, c/o TRAA, 2121 Eisenhower Avenue, Suite200, Alexandria, VA 22314 or Call  \n1-800-728-0136.  \nNational Driver Certification Study Guide  \nCategory 1-Customer Service  \nI. THE DRIVER AS A CUSTOMER SERVICE AGENT................................. I-1  \nA. Attitude................................................................................................. I-2  \nB. Skills in Dealing with Customers....................................................... I-3  \nC. Prevent Customer Dissatisfaction..................................................... I-4  \nD. Coping with Customer Problems....................................................... I-4  \nII. WHAT CUSTOMERS WANT........................................................................ I-5  \nA. Control.................................................................................................... I-5  \nB. Goals....................................................","cbCaiesZBcMDX3wc","https://ap.wps.com/l/cbCaiesZBcMDX3wc","pdf",4372632,137,"English","# Category 1 - Customer Service\n## I. The Driver as a Customer Service Agent\n## II. What Customers Want\n## III. Communicating with Customers\n## IV. Handling Angry Customers\n## V. Do’s and Don’ts\n## VI. Complete, Accurate, and Legible Forms and Invoices\n## VII. The Bottom Line - Courtesy!\n## VIII. Sources","[{\"question\":\"What is the purpose of this Level 1 study guide?\",\"answer\":\"It reviews the material covered on the Level 1 test and serves as a reference manual after certification is obtained.\"},{\"question\":\"What score is needed to pass the Level 1 certification test?\",\"answer\":\"A score of 80% is needed to pass the certification test.\"},{\"question\":\"Which knowledge categories does the Level 1 test cover?\",\"answer\":\"The Level 1 test covers five categories: Customer Service, Incident Management, Safety/Personal Appearance, Truck, and Equipment.\"}]","MTCertificationStudyGuide - Level 1 Light Duty National Driver Certification Test Study Guide | PDF",1790756545,345]