Performance Tune-Up

It indicates a target number of vehicle in operation in a certain area as a guide in forecasting service targets.

• Vehicle Throughput UIO

• Service Target

• Units Received

• Internal Sales

__________ utilization suggests the proper number of mechanic in comparison to sold hours against actual hours.

• Work bay Capacity

• Mechanic Capacity

• Efficiency

• Mechanic

Who should create and develop new employee Job Descriptions in the workshop?

• HR

• Dealership Principal

• Service Manager

• Admin Officer

In making service appointments, what important client data should be gathered?

• Customer Name

• Vehicle Plate Number

• Odometer

• All of the above

What non-monetary rewards can boost technician morale?

• Increased salary bonuses
• Mandatory overtime shifts
• Strict dress code policies
• Opportunities for professional development, flexible work schedules, positive work environment, public recognition, team-building activities.

How should a service manager respond when conflict arises between team members?

• Ignore the issue and hope it resolves itself.
• Avoid discussing the conflict altogether.
• Take sides and reprimand one of the team members.
• Listen, facilitate discussion, encourage collaboration, and follow up.

What’s the impact of involving employees in decision-making

• It decreases employee morale and trust.
• It leads to slower decision-making processes.
• It has no effect on employee productivity.
• Involving employees in decision-making leads to higher engagement and better decision outcomes.

What is the benefit of cultivating future leaders within your team?

• It ensures a strong leadership pipeline and enhances team effectiveness.
• It creates a dependency on a single leader for decision-making.
• It limits the diversity of ideas and perspectives.
• It reduces team morale and increases turnover.

What three core areas must a service manager balance effectively to ensure success?

• Customer satisfaction, operational efficiency, team performance
• Brand recognition, financial stability, compliance regulations
• Cost reduction, product innovation, market expansion
• Employee satisfaction, technology adoption, risk management

This will avoid conflict, complaint or unexpected situation regarding the vehicle conditions eg. scratch, dent, mileage, fuel level, spare tire, tools and jack etc. during reception

• Appointment

• Vehicle Checklist

• Walk-in Customer

• Waiver