SST SA Training

What does an “appointment” represent?

• A specific time for the customer to meet Service Manager.

• A specific time for the customers to meet the Service Advisor.

• A process to allow customer to set a time to meet with SA and for CRE to plan workshop capability for the actual day.

• A promise of time where the car will be ready.

Which of the following is true about SST?

i. Knowing the standard is sufficient.

ii. Customer might be unsatisfied if your workshop fails to perform a step.

iii. Successful planning and perfect execution will lead to customer satisfaction and good profit.

iv. Step by step activities should be followed in a Honda Dealer.

• i,ii and iv

• ii and iii

• i,iii and iv

• ii,iii and iv

Once the customer agreed on the appointment date and time, the CRE will record the following information in the Customer Appointment List, EXCEPT:

• Customer's address

• Time slot

• Customer Name

• Request / Remark

Below are the required 7 steps when making appointment reminder call, EXCEPT:-

• Discuss business at hand

• Say your company name & your name

• Make sure the other person understand

• Explain benefit of appointment

What should SA do 1 day before?

(You may select more than 1)

• Conduct appointment reminder call

• Pre-prepared service order and WADS

• Study customer history

• Check technician availability

Appointment reminder call is being made 1 day before customer arrived.

What are the consequences of not conducting appointment reminder call?

• It helps to speed up the reception process.

• CRE may slot in customers that are more important in the system.

• Planning can be done efficiently for the next day.

• Possibility of customers not showing up / coming on the appointed time.

Which of the following statement are true?

(You may select more than 1)

• Service Advisor should print service order 1 day before customer arrived.

• CRE to greet customer and to bring to the assigned SA.

• Service Advisor to ensure customer sign the service order to proceed with the job.

• Service Advisor are required to inform customer on the estimated delivery time, estimated cost and the work to be performed.

During Walk around inspection, customer complain about the steering vibration and its the 1st time it happen. If the symptom does not reappear at the reception, what should SA do?

• Ask customer to go to another dealership.

• Collect the related information as much as possible using WADS & IDS.

• Service Advisor conduct quality check and explain that all complaint must have appointment. If not we can't proceed.

• Service Advisor to call Service Manager for assistance.

Readjustment of WCC is needed on the following, EXCEPT:

• Appointment customer arrived early.

• Appointment customer arrived late.

• Technician unavailable

• Walk-in customer arrived earlier than appointment customer.

What should “Job Controller” do during plotting the Work Control Chart if it is a walk-in customer? :

• Plot at "actual" based on first come first serve.

• Plot at "actual" but after 2pm.

• Plot at "actual" based on only the availability of service bay and technician.

• Check appointment customer's current status and plot at "actual" based on current situation.