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WorksheetsARCS - CSQ - Refresher - Session
Total questions: 20
Worksheet time: 10mins
Pre Visit has how many CQ Standards?
3
4
2
5
What is the measure of Incoming calls process - PV1 ?
% Of Not Contactable Leads
% Of Abandoned Calls
Number of Calls Received
Number of Appointment Fixed
Which of the following is a Customer Expectation during Pre-Visit?
Technical Information of Vehicle Maintenance
Discount Structure and Contact Person
Ask Questions for Better Diagnosis
Ease of obtaining Appointment & Reconfirmation
Who is responsible for Appointment Reconfirmation?
Service Manager
CCA
Service Advisor
Receptionist
Appointment reconfirmation has to be done on ?
1 Day before the Appointment
2 Days before the appointment
3 hours before the appointment
Only for no - show customers
Which one of the following are customer expectations during visit? Select all correct answers
A polite and friendly welcome by Gate Keeper.
Prompt, Smooth and Efficient receiving and delivery of vehicle.
Dealership Values my business
Accurate time / cost estimation
As Per CQS , during peak receiving hours the Service Advisor can skip Vehicle Inventory, to save time.
Yes
No
Road test should be done by
Technical Specialist
Service Advisor
Service Manager
Customer and Service Manager
Which of the following is not a measure of vehicle receiving process V2 ?
Satisfaction with lounge facilities
Courtesy of Pantry Assistant
Realistic Delivery Estimate
Average Vehicle Repair Time
The updates to customer should be done only in case of delay in delivery time?
Yes
No
On arrival for Vehicle Delivery, the customer should be welcomed by ..
Service Advisor
Receptionist
Front Office in-charge
Any one of These
Identify the the points to be informed and explained to the customer during delivery Process..
Job Explanation
Cost Explanation
Workshop Observation
Warranty
Job not carried out
As per the CQS , during delivery the Service Should collect cash from Customer and give to cashier.
No
Yes
Which is a measure of Vehicle Delivery process V9 ? Select all correct answers.
Vehicle delivery on promised time
Time taken for repair
Cleanliness of vehicle
Quality of work performed
Who is responsible to conduct the post service follow up
Receptionist
Service Advisor
CRM Manager
CRM Executive
Front Office Manager
5S helps to improve productivity
No
Yes
Poor Job and Cost explanation will have bad effect in CS Score.
Yes
No
What is the time frame for the Post Service Follow up Calls
After 3 days
With in 24 hours
24 Hours to 48 Hours
With in a Week
CS survey must be conducted after ..
Same day of Delivery
After 3 days of Vehicle Delivery
After a Month of Vehicle Delivery
After a week of Vehicle Delivery
After 2 Week of Vehicle Delivery
What are the dimensions of Service quality ?
Reliability, insurance, Emotion, Infrastructure, Responsibility
Reliability , Assurance, Empathy, Physical Environment , Responsiveness
Reliability, Personal Appearance, Product Quality, Safety, Empty
Safety, Performance, Appearance, Comfort, Durability.
