Paraphrasing is an important skill for a Service Advisor, it means:

Summarising, in your own words,the important parts of information that the customer has given

Using paragraphs in our communication

Writing down the customer’s concerns word for word

Using good phrases while speaking to customer

Which of the following are examples of closed questions?

Is 4.00 in the afternoon a good time for picking-up your vehicle?

Can you describe the problem in car a little more in detail?

Will you be able to share more details of the issue you faced?

What else would you like to share before we take the vehicle for servicing?

Active listening can be demonstrated by

Showing positive body language like, smile, eye contact, nodding and verbal cues

Playing with your mobile phone while the customer speaks

Keep looking at the car and the paper work while the customer continues to speak, saves some time.

Looking at your computer while the customer is speaking

Choose the example, which is Not the right way of using positive language

This is going to be a major service

We have already ordered the parts,and they should be here by nextweek

The best thing that we can do foryou at this moment is….

Your investment for this small additional work is just $150

Using FAB (Feature, Advantages and Benefits) helps a customer know the value that they get. Benefits are specific to a customer and link to their buying motives. Which one is a good examples of benefit statement:

Mitsubishi genuine parts will make no noise from rattling or vibration of ill-fitting parts, no need to drill additional holes or use addition bolts to secure the part.

Mitsubishi genuine parts are manufactured by Mitsubishi, so are better to use

Mitsubishi genuine parts fit your vehicle securely and don’t need to be adjusted

Mitsubishi genuine parts are madespecifically for Mitsubishi vehicles

What is the difference between upselling and cross-selling?

Upselling involves selling a product to a new customer, while cross-selling involves selling a product to an existing customer.

Upselling involves selling a product that is unrelated to the customer's original purchase, while cross-selling involves selling a related product.

Upselling involves selling a more expensive version of a product, while cross-selling involves selling related products.

Upselling and cross-selling are the same thing.

Which of the following is an example of cross-selling in the automotive after-sales industry?

A customer brings in their car for a battery replacement, and the mechanic offers to replace their tires.

A customer brings in their car for an oil change, and the mechanic offers to replace their brake pads.

A customer brings in their car for an air filter replacement, and the mechanic offers a transmission fluid flush.

A customer brings in their car for a tire rotation, and the mechanic offers to replace their windshield wipers.

What is an example of upselling in the automotive after-sales industry?

A customer brings in their car for a basic oil change, and the mechanic offers a synthetic oil change.

A customer brings in their car for a tire replacement, and the mechanic offers to replace the entire suspension system.

A customer brings in their car for a brake pad replacement, and the mechanic offers to replace the entire brake system.

A customer brings in their car for an air filter replacement, and the mechanic offers to replace the entire engine.

Which of the following is a benefit of cross-selling in the automotive after-sales industry?

Increased efficiency of the repair process.

Increased customer satisfaction.

Increased revenue for the business.

How can service advisors in the car after-sales business create value for the customer's money?

By providing high-quality services at fair prices.

By offering discounts on all services.

By refusing to perform any additional services.

By overcharging for services to increase revenue.

Why should engine coolant be changed periodically?

The coolant will deteriorate after prolonged use

Is less expensive in the winter

Which of the following is correct assembly order in Transmission system?

Fly wheel->Clutch assembly->Slip joint->Universal joint->Final drive

Universal joint->Clutch assembly->Slip joint->Fly wheel->Final drive

Slip joint->Clutch assembly->Universal joint->Fly wheel->Final drive

Clutch assembly->Fly wheel->Slip joint->Universal joint->Final drive

The effect of having excess camber is

excessive steering alignment torque

M SA SC 23

Authored by AHM Training

Professional Development

Used 3+ times

AI Actions

Add similar questions

Adjust reading levels

Convert to real-world scenario

Translate activity

More...

Content View
Student View

30 questions

Show all answers

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Fixed right first time is at times understood incorrectly by customers.Service Advisors should communicate clearly to help the customer understand it. Which of the following is critical to be explained to each customer with regards to Fixed right first time?

Additional work identified duringthe service and any impact on the promised delivery time.

The approximate amount of cost for the service

The next service date, planned as per the customer’s past history

Future work being suggested in the maintenance message sheet

MULTIPLE CHOICE QUESTION

1 min • 1 pt

MMMEA service process has many steps, of which there are 4 focus areas which are:

Reception, Service work & quality control, Delivery, Follow-up

Reception, greeting, test drive,follow-up

Appointment, Service work and quality control, invoice, closing

Proactive contact, appointment,reception, vehicle cleanliness

MULTIPLE CHOICE QUESTION

1 min • 1 pt

When additional work is identified by the technician during the service the best thing a Service Advisor should do is:

Note the additional work in maintenance message sheet and get it done at next visit

Wait for the customer to pick-up their vehicle, explain the additionalwork required and seek to book them in for another service appointment

Call the customer, share information about the work and seek their permission

Ask the technician to complete the work immediately

MULTIPLE CHOICE QUESTION

1 min • 1 pt

An incomplete Repair Order sheet leads to:

Achieving fixed right first time

Reduced technician efficiency

Achieving fixed right first time

No impact, as no one sees itanyways

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which one is Not a part of 5S:

Shine

Sort

Sustain

Smart

MULTIPLE CHOICE QUESTION

1 min • 1 pt

MMC warranty covers:

Wheel balancing

Periodic Maintenance Service

Normal wear and tear parts

Engine, transmission and transaxle

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Standardised forms and checklists will lead to

Inefficiency of Service Advisor as they will be busy doing paperwork

A confused customer with too many forms to fill in

Coverage of all points, no information being missed and consistent levels of service

None of the above

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Continue with Google

Continue with Email

Continue with Microsoft

or continue with

Facebook

Apple

Others

By signing up, you agree to our Terms of Service & Privacy Policy

Already have an account?

Similar Resources on Wayground

25 questions

Bài kiểm tra tổng kết lớp đào tạo 5G Viettel - PTIT

Quiz

•

Professional Development

25 questions

The Teacher and the School Curriculum

Quiz

•

Professional Development

32 questions

Traffic signs

Quiz

•

Professional Development

30 questions

PPPK PJOK NY 2

Quiz

•

Professional Development

30 questions

203 Electrical Installations Technology

Quiz

•

11th Grade - Professi...

25 questions

Your Professional Image Ch3

Quiz

•

Professional Development

25 questions

Arabic Interference in English Language Learning

Quiz

•

University - Professi...

25 questions

On Boarding IKP 2024

Quiz

•

Professional Development

Popular Resources on Wayground

10 questions

Safety Day 2026 – Student Review

Quiz

•

9th Grade

21 questions

Continents and Oceans

Quiz

•

6th Grade

20 questions

Parts of Speech

Quiz

•

5th Grade

16 questions

Subject & Predicate

Quiz

•

5th Grade

25 questions

Multiplication Facts

Quiz

•

5th Grade

12 questions

Map Skills

Quiz

•

3rd Grade

22 questions

Continents and Oceans

Quiz

•

5th Grade

15 questions

Rounding Decimals

Quiz

•

5th Grade

Discover more resources for Professional Development

10 questions

How to Email your Teacher

Quiz

•

Professional Development

M SA SC 23

Fixed right first time is at times understood incorrectly by customers.Service Advisors should communicate clearly to help the customer understand it. Which of the following is critical to be explained to each customer with regards to Fixed right first time?

MMMEA service process has many steps, of which there are 4 focus areas which are:

When additional work is identified by the technician during the service the best thing a Service Advisor should do is:

An incomplete Repair Order sheet leads to:

Which one is Not a part of 5S:

MMC warranty covers:

Standardised forms and checklists will lead to

A customer who is feeling emotional will be less likely to listen to solutions you propose. You should look at “balancing” the customer’s emotional state. Some of the important steps in Balancing of emotional state are:

Paraphrasing is an important skill for a Service Advisor, it means:

Which of the following are examples of closed questions?

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development