Parts Management Training

What are the two major roles of the Parts Manager?

• Managing department expenditures and increasing Dealer profit

• Improving Customer Satisfaction (CS) and increasing Dealer profit

• Recruiting necessary employees and increasing Dealer profit

When KPI results are not reaching set targets, what action should be taken next by the Parts Manager?

• Reprimand the staff who are responsible

• Analyze the cause of the problem

• Reduce targets to lower levels that can be achieved by staff

Which is the Business Management process that Parts Managers should follow as one of their main duties?

• Planning, Monitoring and Controlling

• Order Taking, Receiving, and In-binning

• Training, Controlling and Supervising

Which of the following is not part of the Parts Manager's job description?

• Supplying parts to Aftersales channels quickly and smoothly

• Handling every service customer complaint personally

• Judging the best course of action to meet business objectives

Which two major factors should be considered when the Parts Manager proposes an action plan (or approves a staff-proposed action plan)?

• Feasibility and cost effectiveness

• Work environment and visibility of warehouse location descriptions

• Performance indicators and maintaining the continuity of conventional parts operations

Which of the following describes best why it is so important for dealers to increase the level of Customer Satisfaction?

• High CS is seen to promote further visits to the service workshop and new vehicle repurchases by existing Customers, resulting in future business opportunities in parts sales.

• Every dealer has no choice but to employ a slogan of CS in every aspect of communication with Customers as Customer Satisfaction has become commonplace.

• As negative word-of-mouth travels quickly, every dealer should act as if it believes that Customers are the most important aspect of their business.

What major principle for the Parts Department is the Loyal Customer Cycle based on?

• Strict adherence to AS-DOS and increasing Dealer profits

• Prompt parts supply for on-time delivery and improving CS

• Educating staff to improve parts warehouse productivity

The first step you should take to deal with a complaining Customer is to:

• Show that you understand the inconvenience experienced by the Customer

• Refer them to the person in charge

• Explain to them your position in the problem

Customer complaints generally fall into three categories. What are they?

• Product quality, Service quality and Customer treatment quality-related

• Phone, Face-to-Face, and e-mail

• Attitude, conduct, and spoken language

After dealing with a Customer's complaint effectively, the Parts Department should:

• Remove it from the current complaint file

• Flag the Customer in the database

• Follow up with the Customer again to make sure they are satisfied