AAC NISSAN CUSTOMER WAY MANAGER QUIZ

The Nissan Customer Way is?

• About putting the Customer at the center of everything we do

• A new short-term promotion to enhance Customer loyalty

• About delivering excitement and innovation to each and every Customer

• A new employee retention strategy at Nissan

A Nissan Customer Way mindset encourages us to ask:

• Have I completed every task for the day on time?

• Is there a way I can get through the list of things I need to do more efficiently?

• What else can we do to delight the Customer?

• Do I understand how to demonstrate my knowledge and expertise to my Customers?

Nissan Customer Way comprises the following 5 characters:

• Power, Openness, Walk the Gemba, Everlasting, Respectful

• Passionate, Openness, Walk the Gemba, Everlasting, Respectful

• Passionate, Openness, Walk the Gemba, Exciting, Respectful

• Passionate, Openness, Walk, Everlasting, Respectful

Which of the following best demonstrates the Nissan Customer Way character ‘Passionate’:

• Role modelling dedication and enthusiasm towards Customers, the Nissan brand, inspiring and motivating your team through your own behaviors and actions

• Role modelling a task focused approach to ensure your team completes all allocated work

• Following up weekly with your team to ensure all targets are achieved

• All of the above

Which of the following best demonstrates the Nissan Customer Way character ‘Openness’:

• Willingly listening to your team, taking an interest in their individual issues, and role modelling how to welcome opinions and be accepting of feedback

• Telling employees that negative feedback is unwelcome, as only positive feedback is welcome to maintain a positive and open environment

• Showing that you are open by always sharing stories about your life and your achievements so that others can share in your success

• Making decisions based on your experience and showing openness by letting everyone know how your experience contributes to your decisions

Which of the following best demonstrates the Nissan Customer Way character ‘Walk the Gemba’:

• Forming a conclusion to quickly resolve any employee issues

• Being with your team in the at the place of their actual work to see for yourself what delights them, and what they are struggling with in their daily work environment

• Setting realistic KPIs and targets to ensure greater accountability

• Being task focused to ensure work is done properly and to a high standard

The spirit of Nissan Customer Way is Customer driven Power, this means:

• The focus is the Customer

• Our driving force is exceeding expectations

• The measurement of success is Customer recommendation

• All of the above

Which of the following best demonstrates the Nissan Customer Way character ‘Respectful’:

• Providing employees with the correct tools to do their job so that tasks are completed more efficiently

• Treating everyone with respect, taking time to get to know individual team members, considering their needs, and being transparent and honest with the information I provide to them

• Making sure employees keep their work areas clean and tidy at all times

• Making sure that completing all tasks is the number one priority

An example of the Nissan Customer Way character ‘Everlasting’ is:

• Helping my team feel connected to their workplace, being consistent and sincere in what I say and do, and leading by example by consciously working toward continuous improvement

• Avoiding any changes to processes that seem to be working well

• Following a formal performance process for all Employee feedback sessions

• All of the above

The Nissan Customer Way will be the foundation of everything we do, and the Nissan Customer Way should be applied to all work by:

• Front line staff in all Dealerships, except for Service Technicians

• Management only, it is the responsibility of Management to ensure a Customer centric mindset

• Administrative staff only, as administrative staff provide all of the foundation services for Nissan employees

• A. Throughout all of Nissan, including Dealers, National Sales Companies (NSCs), Regional Headquarters (RHQ) and Global Headquarters (GHQ)