What is the role of a Service Manager in aftersales?

• Fixing customer vehicles

• Managing spare parts inventory

• Overseeing the entire service process

• Performing quality checks

Which skill is essential for customer interaction?

• Empathy

• Technical skills

• Inventory management

• Financial analysis

Which of these is NOT part of the CHERY Service Operation Standard's 10 steps?

• Easy reservations

• Technician assignment

• Daily sales targets

• Cleaning the car's interior and exterior

Who is primarily responsible for handling customer feedback in the aftersales team?

• Technician

• Service Manager

• Customer Relations Executive

• Spare parts coordinator

What should be checked during a pre-acceptance inspection?

• Customer service ratings

• Vehicle's fluid levels

• Dealership’s stock

• Employee attendance

During the service process, what should be confirmed about the customer's vehicle?

• Vehicle Complaint

• Customer contact information

• Technician availability

• Customer Satisfaction Index

What is the first step in handling an angry customer?

• Ignore their concerns

• • Listen and let them express frustration

• • Offer a discount

• • Transfer them to another representative

Which of the following is NOT a part of aftersales interpersonal skills?

• Flexibility

• • Financial analysis

• Problem-solving

• Clear communication

What is the last step in CHERY's 10-step Service Operation Standard?

• Conducting a follow-up call

• Escorting delivery service

• Cleaning the car’s interior and exterior

• Customer appointment confirmation

Why is it important to ensure the car is “fit right the first time”?

• To minimize paperwork

• To boost technician morale

• To enhance customer satisfaction

• To reduce service costs