________ encapsulates everything a business does to put customers first, managing their journeys and serving their needs

• Advocacy

• Customer Experience

• Micro Messages

• A brand promise

At what percentage does customer's change dealership because of a perceived human factor?

• 30%

• 60%

• 50%

• 75%

Nissan DNA consists of Passionate, Innovative and Challenger attributes

• True

• False

What is a Nissan brand promise?

• Innovative and Challenger

• Delivering Experiences

• Delivering Excitement

• Brand Perceptions

_______ method is about being authentic, staying true to your values; having integrity; being honest, open and sincere

• Consistent

• Clear

• Compelled

• Connected

Inquiry is about speaking with the intent of being understood; by offering point of view, information and knowledge

• True

• False

Empathy is about acknowledging other peoples’ emotions as valid, without dismissing, judging or rejecting them; whether we agree with what they are saying or not.

• True

• False

What are three key methods of communication?

• Visual, Verbal and Vocal

• Visual, Verbal and empathy

• Verbal, Visual and Vitality

• None of the above

We constantly transmit tiny physical and verbal signals that subtly revel what we are thinking. What are these called?

• Micro Messages

• Customer Experience

• Effective Communication

Inquiry is listening with the intent of understanding; by clarifying, confirming and exploring what others advocate

• True

• False