M SA S C 22

What would be the most appropriate response when a customer calls to inquire about parts that were ordered a long time ago?

• Apologize for the delay and politely ask the customer which parts were promised.

• Apologize and ask for the customer's name and the parts ordered, then immediately check with the parts department if the parts have arrived.

• Assure the customer that the parts have arrived and ask them to bring their car in for service.

• Promise to investigate and call the customer back immediately, check with the parts department if the parts have arrived, and then find out why the customer had not been contacted.

When the Technician finds some fault in the vehicle which originally was not confirmed between the customer and the Service Advisor, which of the following item is not required by the Service Advisor?

• Confirm the parts required and how much they cost and find out when the parts will arrive at the dealer.

• Obtain details from the technicians or Foreman, of the fault found on the vehicle and what happens if neglected

• Contact the customer, explain the finding, and obtain authorization to proceed the repair

• Negotiate with the Service Manager to cover the repair under workshop warranty

While “service needs” are defined as issues or concerns relating to vehicle service or repair, “personal needs” refers to:

• The information you, the Service Advisor, need to get from a customer

• How your dealer is perceived by your customer

• The customer’s comfort level during his/her experience with you

• All of these

Your customer had a problem with the electric power window. Which type of quality control inspection should be performed?

• Visual inspection - inspect the actual repair to confirm the quality

• Performance inspection - make sure the repaired system is operating to specification

• Road test inspection - take the vehicle out on the road and operate the power window

• Call-back inspection - ask the customer to inspect the repair and call back to confirm it

What are the main attributes contributed by Service Advisor in the CSI survey?

• Courtesy of service advisor

• Responsiveness of service advisor

• Thoroughness of explanation

• All of the above

What is the Key Action during the Vehicle Delivery Process?

• Perform the vehicle handover quickly to avoid causing any delays in the workshop, service work and cost can be discussed by phone later

• Explain service work and cost with visual evidence or by demonstrating repaired car after confirming customer preferences.

• Refer the Customer to the Service Manager if they have any concerns or complaints regarding the vehicle handover

• Where possible, avoid offering a test drive for complicated repair work as this can impact workshop efficiencies

Which statement is correct about monitoring job progress?

• SA should check the vehicle status one hour before promised delivery time

• It is not important to start of repair as per job allocation schedule

• It is not necessary to inform the customer about additional repairs under warranty if it cannot be finished within the promised time

• SA should check the start of work as per job allocation and every one hour thereafter until delivery

Reflecting means using empathic remarks to acknowledge the customer’s feelings. Which of the following is an example of a reflecting statement to a customer?

• “You seem cautious about agreeing to this service”

• “Please tell me how I can help you”

• “Let me be sure I understand what you said”

• “We will need your car until tomorrow”

You are taking a telephone message for a colleague who is not in the office at that time. Which is the least important item to write in the message?

• Name of the caller

• Convenient time to return call to customer

• Time of the call

• Telephone number of the caller

The statement “So your car rattles only when it idles,” is an example of which communication skill?

• Reflecting

• Emphasizing

• “A” and “B”

• Summarizing