Mazda Masters Non-Technical Level 1 Module 1 Pre

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?

• 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.

• All of the above
• KM reading
• Customer’s belongings/valuables item
• Tire wear/wheel rim
• Engine oil leakage

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.