Shop Overview & Customer Service

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience will recommend the business to friends.

• Customers who enjoy their experience will spend more money.

• The business will not expand.

• The business will get bad reviews.

Answer explanation

Customers who enjoy their experience are more likely to spend more money, leading to increased revenue for the business. This highlights the importance of good customer service in fostering customer satisfaction and loyalty.

Which is not a way to provide consistent and reliable service?

• Product knowledge

• Dealing with problems

• Long waiting time

• Short waiting time

Answer explanation

Long waiting time is not a way to provide consistent and reliable service, as it leads to customer dissatisfaction. In contrast, product knowledge and effectively dealing with problems enhance service quality.

A customer service problem happens when

• A customer asks for the manager

• serving the customers becomes unprofitable

• customer complaint is ignored

• customer service does not meet expectations

Answer explanation

A customer service problem occurs when customer service does not meet expectations, leading to dissatisfaction. This choice directly addresses the core issue of service quality, unlike the other options.

Interpersonal skills are valuable to an employer because they include the following:

• Hard Skills

• Communication & Social Awareness 

• Service Breakdown

• Psychological Distracters

Answer explanation

Interpersonal skills, particularly Communication & Social Awareness, are crucial for effective collaboration and understanding in the workplace, making them highly valuable to employers.

A customer brings their vehicle to a dealership. To provide good customer service, the service writer (service advisor) should do which of the following:

• Greet them, give them a coupon for their next oil change for free.

• Provide them a list of services your shop offers and tell them where the waiting room is.

• Discuss political opinions and talk about TikTok trends.

• Greet the customer, state the name of the shop, ask them what brings them in today.

Answer explanation

The correct choice emphasizes the importance of greeting the customer, introducing the shop, and inquiring about their needs, which fosters a welcoming environment and effective communication.

What do customers expect business employees to be?

• Well-Informed

• Irresponsible

• Wealthy

• Laid-Back

Answer explanation

Customers expect business employees to be well-informed, as this reflects professionalism and the ability to provide accurate information and assistance. The other options do not align with customer expectations.

How should you deal with a furious customer yelling at you because of a billing error?

• Fight them

• Blame the billing department

• Find out what caused the mistake

• Call the supervisor to complain about their attitude

Answer explanation

The best way to handle a furious customer is to find out what caused the mistake. This approach shows empathy and a willingness to resolve the issue, rather than escalating the situation or shifting blame.

Emphasizing customer service can help a business to be ...

• Irresponsible 

• Competitive 

• Objective

• Possessive 

Answer explanation

Emphasizing customer service enhances customer satisfaction and loyalty, making a business more appealing compared to competitors. This focus on service can lead to a competitive advantage in the market.

What staff are responsible for displaying a customer-service mindset?

• Those with direct customer service

• Management

• Those with indirect customer service

• All staff

Answer explanation

All staff are responsible for displaying a customer-service mindset, as every employee contributes to the overall customer experience, whether directly or indirectly. This ensures a consistent and positive service culture.

When is the right time to demonstrate a customer-service mindset?

• When you're by yourself

• When someone is watching

• All the time

• When you have a customer

Answer explanation

A customer-service mindset should be demonstrated all the time, not just when a customer is present or when someone is watching. Consistency in service attitude builds trust and enhances customer experience.