What is the DOS?

• Dealer Operations and Safety

• Dealer Operations Standards

• Distributor Operations and functions

• Distributor Activities

What are the service operations process?

• Appointment, Preparation, Reception, Repair, Delivery

• Preparation, Reception, Repair, Delivery

• Appointment, Preparation, Reception, Repair, Pre-Delivery, Delivery, After Delivery

• Appointment, Preparation, Reception, Repair, Pre-Delivery, Delivery

In appointment process MRS team Send Direct Mailer to potential customers by

• (DM)/ E-mail / SMS (applicable media)

• Phone call only

• E-mail only

• A.      Not required to send to potential customers

In Appointment preparation process what is the DOS required after Making a follow-up phone call to customer

• Generate the appointment customers list 

• Send reminder E-mail/SMS (optional)

• Check the customer service history and customer requests

• Confirm the appointment date and time

Check the availability of parts based on customer requirements is DOS required for parts preparation process

• True  

• False

Select (one or more) DOS requirements for reception process

• Receive and greet the customer at reception area

• Confirm customer information and purpose of the visit

• Offer customer refreshments to make them comfortable

• Check service history and service campaign applicability

Do walk around inspection and check all items based on guidelines to identify additional job and confirm customer requests is NOT DOS required

• True

• False

If any additional job/repair identified or customer requests in addition to service, Service advisor should do……SELECT 2 ANSWERS

• Write on the R/O

• Confirm problem symptoms and capture in pre diagnostic questionnaire

•   Start diagnosis and give estimation cost for the customer

• Get technical team support for road test/pre-diagnosis of repair, if required

Why checking for genuine floor mat is mandatory

• Upselling opportunity

• Safety procedure

• DOS required

• Additional step

When you have to use open end question?

• To confirm the answer yes or no

• To get more information

• To spend more time with the customer

• To give accurate estimation cost