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C&C TechMaster Skill Competition 2024 - CSA

Authored by Joanne Chan Fong Ling

Professional Development

Professional Development

Used 1+ times

C&C TechMaster Skill Competition 2024 - CSA
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50 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

What is the purpose of a service advisor in C&C?

To deliver Exceptional Journeys to customers
Promoting new campaigns to customers
Consultation and recommendation to customers
All the above

2.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

Why is it essential to maintain accurate records of customer and vehicle information?

To comply with SOP
For Marketing purposes
To be albe to conect with customer for service campaigns
All the above

3.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

What is the importance of effective communication skills for a service advisor?

Increase customer satisfaction
Build trust with customer
Improve branding of the company
All the above

4.

MULTIPLE SELECT QUESTION

30 sec • 2 pts

How do you handle a situation where a customer is dissatisfied with certain services offered?

Send the customer to my manager
Explain the situation patiently in terms which is understood by the customer
Ignore the customer
Consult reporting manager and offer possible solutions

5.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

How do you handle a situation where a customer refuses a recommended service

Blacklist the customer
Proceed with the job anyway
Record the recommendation and the customer decision in DMS
All the above

6.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

How do you handle a situation where a customer is upset due to a delayed service?

Blame the workshop for being imcompetent
Deny any delay
Inform the customer the delay is not your fault
Apologize and provide timely updates on the progress

7.

MULTIPLE SELECT QUESTION

30 sec • 2 pts

What are the procedures that needs to be carried out during Active Reception?

Vehicle walk around with the customer to point out any visual damages
Inform customer to remove valuble items from the vehicle
Take pictures of the customer.
All the above

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