Basic Core Processes (Pre Test)

Customer satisfaction may be defined as a condition that customers are motivated to repurchase products or services of a company and keep their loyalty to that company because of the company’s ability to meet the needs and expectations of customers or to provide what exceeds these expectations.

• True

• False

Which do you think is the most Desirable type of customer for Service business?

• Satisfied customer

• Happy customer

• Loyal customer

• Knowledgeable customer

Choose the Incorrect action, when receiving a customer with an appointment?

• Acknowledge customer and confirm his or her name

• Express appreciation for making an appointment

• Ask about the reason for visit

Choose the most appropriate word to fill in the blank that explains Service Advisors role from a customer’s perspective?

You are the (_______) of the dealership or even the entire Mazda group.

• Star

• Non-Technical person

• Professional person

• Representative

• Front line

Choose the Pertinent point when you consider / carry out mutual inspection of the vehicle during reception process.

• KM reading

• Customer’s belongings/valuables item

• Tire wear/wheel rim

• Engine oil leakage

• All of the above

Choose the Correct reason why warranty service is one of the primary advantages for a dealership?

• Any problem found during the warranty period can be fixed for free.

• Warranty service is provided only and exclusively at authorized dealerships.

• A customer who brings a vehicle in for warranty service will be treated as a VIP?

Choose the Correct explanation advising the use of genuine parts to that of non-genuine parts?

• Mazda genuine parts are developed and manufactured under strict quality standards so that they ensure the best performance and reliability for Mazda vehicles.

• Quality for non-genuine parts is always worse than genuine ones.

• Customer can distinguish non-genuine parts and genuine parts by their packages.