NSSW NEXT SERVICE

True or False:

At each service interaction, customer information should be re-confirmed and updated in the dealership database (CRM/DMS).

• True

• False

True or False:

The more you know about a specific vehicle or customer the more targeted the Service Marketing can be.

• True

• False

True or False:

When the Parts Department receives special-order parts, the Service Department should be notified immediately.

• True

• False

True or False:

Effective Service Marketing – and customer retention in aftersales – does not require a collaborative, whole-dealership approach.

• True

• False

True or False:

Nissan customer experience initiatives aim to provide a seamless customer experience across the whole dealership.

• True

• False

True or False:

The Service Department workshop flow is not dependent on the Appointment process.

• True

• False

True or False:

Assign a dedicated team member to review online appointments and confirm with the customer.

• True

• False

True or False:

The thoroughness and follow-through of the appointment process to appointment readiness is essential to delivering a seamless, Nissan customer experience.

• True

• False

True or False:

No specific arrangements are necessary for repeat and complex repairs.

• True

• False

True or False:

For customers with an appointment for a repeat repair, flag the appointment and notify the Service Manager.

• True

• False