Stellantis Service Process

Having a reliable appointment system is the essential first step to ensuring customer satisfaction and building dealership loyalty.

• True

• False

Which of the following are essential elements of appointment booking?

• Scheduling service appointments based on workshop capacity

• Creating a positive first impression during phone interaction.

• Ensuring customer convenience and satisfaction.

• All of the above

What is the minimum traction battery charge level before the vehicle is returned to the customer?

• 30 Km (Mainstream brands) & 80% (Premium Brand)

• 60 Km (Mainstream brands) & 30% (Premium Brand)

• 70 Km (Mainstream brands) & 50% (Premium Brand)

• 50 Km (Mainstream brands) & 70% (Premium Brand)

Making customers wait or search for you is the quickest and easiest way to improve customer satisfaction.

• True

• False

To ensure readiness for customer arrivals, service advisors should:

• Review customer appointments at least 24 hours in advance.

• Verify the availability of spare parts

• Check for any workshop returns.

• All of the above

In the Consultation Process, Service Advisors must ask open- and close-ended questions and listen carefully to customers during:

• Step 1: Check & update Customer information and contact preferences.

• Step 3: Identify vehicle needs using VIP/Linkentry/Service box.

• Step 2: Asking for customer primary concern.

• Step 4: Highlight solutions & educate customers.

In the Walkaround process, Service Advisors must record the mileage during:

• Step 1: Interior
  (Driver Seat)

• Step 4: Exterior (Passenger Side)

• Step 2: Exterior
  (Driver Side)

• Step 5: Exterior
  (Rear)

In Step 5 “Walkaround”, Service Advisors must check the rear lights, rear wiper blades, rear bumper, the presence & condition of the spare wheel.

• True

• False

Which of the following are correct steps in the Write-up process?
Select all that apply.

• Define customer issue.

• Add any additional requirements or upsold jobs.

• Write down concerns.

• Review the findings.

The Write-up Process involves collecting & interpreting information
to guide technicians to fix customer concerns at the first visit.

• True

• False