Honda Customer Care

______________ is the Founder of Honda Motor Co. Ltd.

• Yoshihide Suga

• Takeo Fujisawa

• Soichiro Honda

• Takahiro Hachigo

When was Honda Malaysia Sdn Bhd established?

• 15 September 2000

• 24 September 2000

• 24 November 2005

• 15 November 2000

What is the three (3) main elements in Honda Philosophy?

i. Fundamental Belief

ii. Respect for Individual

iii. Company Principles

iv. Management Policies

• i, ii, and iii

• i, ii, and iv

• i, iii, and iv

• ii, iii and iv

What is the definition of Customer Experience (CX)?

• Customers receive expected service and products.

• The way customer is greeted at the showroom and service center.

• Overall interactions & experiences a customer has with a product or company.

• Friendly treatment of a guest or stranger.

Below are the benefits of Good Customer Experience, EXCEPT

• Encourage customer to spend more.

• Customer complaint will keep increasing.

• Become not only satisfied customers, but most importantly loyal customers.

• Help business to reduce cost.

Moment of _______________ is by providing service that meets customer expectation.

• Mediocrity

• Misery

• Truth

• Magic

In order to achieve Moments of Magic, you have to give a positive first impression to your customer.

• True

• False

Which of the following is NOT a non-verbal communication?

• Smiling and welcoming hand gesture by Sales Advisor.

• Unhappy face by customer when test drive car not available.

• Customer high tone of voice due to enthusiasm.

• Sales Advisor showing car brochures in HINT.

______________________ is the process of getting back customers who have gone to competitors or

other dealerships.

• Customer retention

• Customer satisfaction

• Customer recovery

• Customer service

Choose the correct sequence for 5 P's of Amazing Customer Experience.

• Prompt, Passionate, Personal, Portable, Professional

• Prompt, Portable, Personal, Professional, Passionate

• Portable, Prompt, Passionate, Personal, Professional

• Personal, Prompt, Passionate, Portable, Professional