JLR Induction & Jaguar Product Knowledge Test

Which of the following is one of our Customer First Principles? Select the ONE that applies

• Transparent

• Honest

• Accurate

• Brilliant at the basics

When connecting a device to the vehicles Wi-Fi Hotspot, the login code is accessed via?

• The Touchscreen “Extra Features” menu page

• The Home settings menu

• A code which is automatically generated when using a device to search for the system

• The Connectivity menu found in “All Settings”

CEIP stands for?

• The Customer Experience Improvement Process

• The Customer Experience Insight Policy

• The Customer Experience Insight Programme

• The Customer Experience Improvement Programme

What is our Customer Loyalty target?

• 85%

• 75%

• 65%

• 55%

Which of the following scores would be classified as Passive when calculating the Net Promoter Score?

• 6–8

• 5–7

• 4–7

• 7–8

Which of these ‘touchpoint’ statements belong to the ‘Easy to do Business With’ principle?

• Prompt response, relevant information

• Easy contact, knowledgeable staff, agreed next step

• Honest answers, open process, choice of next step

• Warm greeting, personal exchange, genuine appreciation

Which of these ‘touchpoint’ statements belong to the ‘Dependable’ principle?

• Prompt response, relevant information

• Easy contact, knowledgeable staff, agreed next step

• Honest answers, open process, choice of next step

• Warm greeting, personal exchange, genuine appreciation

Which of the following scores would be classified as a Detractor when calculating the Net Promoter Score?

• 9-10

• 0-6

• 7-8

• 5-19

How many steps are there in the 'JLR Purchase Experience'?

• 4

• 5

• 6

• 7

Our customers have high expectations of the brand. We pride ourselves on delivering exceptional service. Which of the following statements is correct?

• Experiences our customers love, for life

• Expectations our customers love, for life

• Leaving lasting experiences for our customers

• All of these