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WorksheetsNISSAN CUSTOMER EXPERIENCE PROGRAM
Total questions: 15
Worksheet time: 7mins
In which year NISSAN motor corporation established ?
1943
1933
1923
1913
Identify this personality
Saori Yoshikawa
Kinjiro Ayukawa
Yoshisuke Aikawa
William Gorham
"DO WHAT OTHERS DON’T DARE TO DO” was one of the ambition of NISSAN founder.
Yes
No
1. The Nissan brand promise is:
A. “Nissan Intelligent Mobility”
A. “Innovation and Excitement for Everyone”
A. “Excitement and Existence for Everyone”
A. “Technology makes cars more exciting partners”
Renault and NISSAN alliance begin in
1989
1899
2009
1999
What are the three brand elements of NISSAN
Head, Heart, Hands
Brand , Promise , foundation
Brand Promise,Key differentiatior, Foundation
What is NISSAN Intelligent Mobility
Driving , Power, Integration
Intelligent Brand , Intelligent technology , Intelligent employees
Intelligent Driving , Intelligent Power , Intelligent Integration
ICC, DCA, MOD
The spirit of Nissan Customer Way is
Innovation and excitement
Customer Driven Power
Nissan Intelligent Mobility
NISSAN Sales and Service Way
Identify 2 Customer Quality elements
Assurance
Vehicle Availability
Reliability
Sympathy
Meaning of word KAIZEN
Constant Improvement
Continuous Improvement
Continue Improvement
Handling concerns well provides an opportunity to perform service recovery for the customers and can transition customer into becoming a loyal customer advocate
No
Yes
What is not a part of 5S
Sort
Set in Order
Sharpen
Standardize
Sustain
We have to focus to satisfy 2 different needs of the customer , What are those?
Product and warranty needs
Rational and Emotional needs
Appointments and Delivery needs
Expectation and Service Needs
Out of 24 average customer touch points, how many are digital?
21
19
9
23
What are the 3 customer satisfaction attributes of KANO model?
Basic - Personal - Digital
Expectation - Actual - Delivery
Basic - Proper - Excellent
Basic - Performance - Excitement
