Service Advisor Job Skills Exam

Who is responsible for receiving the customer and inspecting their car?

• Service Advisor

• Receptionist

• Technical Advisor

• Diagnostic Technician

What is the advantage of implementing service operation standards for the service advisor?

• Improving the basic salary and promotions

• Increasing working hours

• Achieving sales targets

• Undermining the importance of service

What is the role and impact of the service advisor?

• Communicating with the customer and providing their needs.

• Guarding the customer's property

• Repairing the customer's car

• Maintaining the company's image

How is market share improved?

• Increasing sales

• Increasing the number of spare parts

• Increasing the number of cars

• Increasing customer satisfaction

What impact does a number of dissatisfied customers have?

• Nothing

• Decreasing daily sales

• Spreading a bad reputation for the product

• Increasing repair costs

What operations does the service advisor perform?

• Booking - Reception - Workshop Monitoring - Quality Control - Delivery

• Booking - Reception - Repair - Delivery - Follow-up

• Booking - Reception - Collecting spare parts - Delivery - Follow-up

• Booking - Reception - Updating repair status - Delivery - Follow-up

What are the basics of body language that a service advisor should possess?

• Greeting - Standing - Handshake - Sitting - Communication

• Neglect - Speaking - Clothing - Behavior - Monitoring

• Greeting - Eye contact - Neglect - Follow-up - Movement

• Bending - Sitting - Speaking - Method - Politeness

What are the essential elements for effective greeting and communication with customers?

• Handshake - Mentioning name and title - Self-introduction

• Arranging on the shoulder - Raising voice - Looking sharply

• Calling - Lowering voice - Offering a drink - Showing admiration

• Smiling - Signaling - Listening - Standing

What are the essential elements through which the main problem is defined in the customer's vehicle?

• Asking questions - Discussing the problem - Writing data - Inspecting scratches

• Asking questions - Discussing the problem - Verifying the problem - Requesting technical support

• Documenting the date - Customer's signature - Pre-delivery inspection - Technical inspection

• Writing data - Inspecting scratches - Asking questions - Customer's signature

What are the contents of the service consultant's toolbox?

• Mobile phone - Papers - Pens - Wristwatch

• Printer - Vehicle inspection form - Pens - Uniform

• Service record - Maintenance schedules - Service lists - Vehicle inspection form

• Company logo - Pens - Gifts - Money