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WorksheetsAAC NSSW TRAINING MANAGERS
Total questions: 10
Worksheet time: 50mins
What is the goal of the Nissan Sales and Service Way (NSSW)?
To ensure that Customers have a consistent experience at Nissan Dealers globally
To Provide guidance on the values and mindset required for dealing with Customers, colleagues and suppliers
To provide marketing and visual corporate identity policies that must be followed in all Customer and media communications
To provide a robust foundation that will drive the way of vehicle production
Which of the following statements about NSSW Focus Area Key Actions is correct?
Key Actions are actions which should be executed ‘Anywhere and Anytime’ at Dealers
Key Actions are defined as global standards to mitigate customer’s pain points
The Nissan Customer Way 5 key characteristics (Power, Openness, Walk the Gemba, Everlasting, and Respectful) are embodied in each Key Action
All of the above
The Key Actions in each Focus Area of NSSW are based on:
The most common pain points identified across a broad range of industries
Asking Nissan employees for their opinions and feedback
The most common pain points identified in global Customer satisfaction survey results
The most common complaints we receive online.
Which of the statements most accurately describes why there are Key Actions for The Nissan Sales and Service Way?
To ensure we provide an identifiable and consistent quality Nissan Customer service experience to the Customer each time they experience Nissan
To alleviate Customer pain points identified as part of the Customer purchase and ownership events journey
To increase Customer satisfaction and create feelings of trust, reliability and dependability
All of the above
Key Action #1 from the Sales Focus Area ‘Consultation’ is underpinned by which Nissan Customer Way Characters?
Key Action #1: Acknowledge and greet immediately upon Customer arrival, offering assistance to confirm purpose of visit.
Respectful and Openness
Passionate and Walk the Gemba
Openness and Passionate
Walk the Gemba and Everlasting.
What is the benefit for the Customer of Key Action #3 from the Service Focus Area ‘Reception’?
Key Action #3: Listen to Customers’ needs, rephrase and document Customer concerns on Repair order. In cases of repeat repair or complicated repair work that requires test drive, pay special attention to communicating with Customers.
A. Customers can feel reassured if staff show correct understanding of their needs and expectations for servicing.
A. For customers who come to the dealership for repeat repairs or complicated repair work, special attention such as communication by the Service Manager, an experienced Service Advisor, or Technician, will give them peace of mind that the vehicle problem will be properly understood
A. It will instill confidence that the dealer is sincerely trying to fix the problem.
All of the above
Why is Key Action #6 from the Service Focus Area ‘Service Work and QC’ important?
Key Action #6: Update customer on service work progress at predetermined time. In case of delay, offer an alternative proposal.
It allows Customers to supervise the washing and cleaning of their vehicle when they know what time this will occur
It allows Customers to wait without anxiety over delivery time, and Customers may be upset if their vehicle is not ready for delivery at the promised time
It allows Customers to pre-book their meals, beverage and entertainment options while waiting using the new Nissan Service Wait app
It allows Customers to secure a time to participate in one of the new interactive service tutorials so they can gain a better understanding of the technical aspects of the work done on their vehicle
Why is Key Action #8 from the Sales Focus Area ‘New Vehicle Delivery’ important?
Key Action #8: Ensure readiness of vehicle delivery by responsible Dealership employee before Customer’s arrival.
Since delivery is the most exciting moment of the whole sales process, customers expect to receive their vehicle in perfect condition.
Even the smallest issues, or lack of cleanliness, will detract from the joy of this moment.
Double-checks by a mechanic and the person responsible for delivery will boost customers’ confidence by detecting and resolving any possible issues in vehicle preparation.
All of the above
Why is Key Action #13 from the Sales Focus Area ‘Follow Up’ important?
Key Action #13: Care for all Customers through follow-up contact with standardized and simple questions within a few days to ensure Customer satisfaction.
Since customers have spent a lot of money, they expect consistent and sincere treatment even after delivery
If there is no contact from the dealer once delivery is completed, customers may feel the dealer is only interested in selling the vehicle
They may lose confidence in maintaining a relationship with the dealer if there is no contact
All of the above
What is the 5S principle that is part of Service Key Action #15?
Key Action #15: Ensure readiness of service workshop to assure service quality. Keep entire dealer facility clean and tidy in accordance with the 5S principle ____________________________________________________
Openness, Passionate, Walk the Gemba, Everlasting and Respectful
Sort / Set in order / Shine / Standardise / Sustain
Cleaning the entire dealer facility on an annual basis
Set / Store / Straighten / Standards / Shine
