Star Assistant ERM round 2, 2024

Where is the high-voltage battery in the EQE?

• In the trunk

• Beneath the vehicle floor

• In the engine compartment

What are the brand values ​​of Mercedes-Benz?

• The Best or Nothing

• The Best

• Desire for Modern Luxury

Which rim size is suitable for this tire 245 45 R20 103 W?

• 18"

• 19"

• 20"

• 21"

What is the top speed of the EQE 350+?

• 180 km/h

• 200 km/h

• 210 km/h

• 230 km/h

Which vehicle model does this chassis number W1N2966341A022207 belong to?

• EQS sedan

• EQE sedan

• EQS SUV

• EQE SUV

Which of the 4 Basic attitude is most appropriate for dealing with complaints?

• I'm OK, you're OK

• I'm not OK, you're OK

• I'm OK, you're not OK

• I'm not OK, you're not OK

Which phases from the 5-phase model concern the Relationship level in particular?

• Welcome and approval phase

• Information phase

• Agreement phase

• Understanding phase

What impact does professional complaint management have?

• Increased customer loyalty

• Increased profits

• Human resources savings

• Increased customer satisfaction

Which of the following statements about the complaint iceberg is/are true?

• Publicized complaints make up only a fraction of the dissatisfaction of customers.

• Only 5% of all complaints are registered and officially processed.

• 55% of all complaints are not addressed.

• 95% of all customers are satisfied.

Which of the following statements about customer complaints is/are true?

• Informal complaints result from customer expectations that have not been met.

• We will lose every customer who complains.

• The customer wants to draw our attention to an experience they consider negative.

• A complaint is the opportunity to turn a disappointed customer into a loyal customer.