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WorksheetsGanley Service Quiz
Total questions: 12
Worksheet time: 4mins
Why should I meet the customers at their vehicles? Check all that apply,
It makes the customer feel comfortable
It makes the customer feel welcomed and valued
My Boss told me I had to
It sets me up to get the vehicle information and do the walk around
All of the above
What is the first step to building rapport? Check all that apply.
Introduce myself
Ask if they have an appointment
Smile and have good body language
Use the customer's name
Why is it important to do a walk around with the customer? Check the best answer.
Look for potential sales opportunities.
Ensure we return the car back to the customer in the same condition.
An opportunity to build relationships.
All of the above.
Why is it important to do the Multi-point inspection (MPI) ? Check all that apply.
The sooner I review the results, the more likely I am to make a sale.
Builds value in servicing the vehicle at the dealership.
Patrick O'Connor said so.
Opportunity to update the customer on progress of vehicle.
What process or tool do I use to remind myself to update the customer (choose the one you use)?
Service Daily Log
Written route sheet
Timer ( Timer Cube, Siri, Kitchen Timer, etc)
Other
None of the above
Why should you walk a customer to the cashier and introduce them to the cashier? Check all that apply.
To let the cashier close out the transaction.
To explain the work that was completed and charges.
Answer any questions the customer may have.
Ask them about their experience and discuss the survey.
What must be done before the customer leaves the dealership? Check all that apply.
Walk the customer to their vehicle.
Thank them for their business.
Leave the tag and floor mat in the vehicle for the customer to throw away so they know we used them.
Offer to set up their next appointment.
How often should I update the customer in the waiting area? Check the best answer.
When the multi-point inspection is completed. Also when the repair is completed.
Every 30-45 minutes.
When the customer asks for an update.
Let the cashier review it with them.
How often should I update a customer the is NOT in the waiting area? Check the best answer.
When I have something to report.
At specific agreed upon times.
About an hour.
When the customer calls in for an update.
Which is the correct way to review the repair order with the customer? Check the best answer.
A certified technician changed your oil and filter with original manufacturer parts. We rotated your tires front to back and back to front. We inspected and topped off all the fluids as needed. As we discussed, your Multi-point Inspection showed that your tires, windshield wipers, battery, brakes are all in the green.
We changed your oil and rotated your tires. We completed the multi-point inspection and everything looks good. We topped off your fluids.
Besides the customers main concerns, what other services should you be checking for prior to printing the repair order? Check the best answer,
Recalls / Campaigns
Services Due by time or mileage
Special of the Week
Declined repairs from visits
Anything that was noted during walk around that customer didn't authorize during walk around
When should the MPI be completed? Check the best answer.
Whenall the requested work is completed and before the RO is closed.
As the technicians goes through teh repair.
Immediately upon receiving the vehicle,
