WorksheetsRenault Service Advisor Screening Exam
Total questions: 37
Worksheet time: 19mins
When was Renault Founded
1903
1919
1932
1898
Which brand is NOT part of the Alliance
Infinity
Citroen
Mitsubishi
Dacia
The Middle East is part of which Renault Region
AMI
Asia Pacific
Asia
Eurasia
What are main reasons for having a strong brand image
It improves residual value
It improves pricing
It improves loyalty
All these points are correct
How do we sum up Renault in a few words
Drive the change: Quality design and Easy Life
Passion for life: French design and Easy life
Passion for life: Quality design and Easy Life
Drive the change: French design and Easy life
What percentage of customers use the Internet to inform them about buying a car prior to visiting a Showroom
83%
100%
76%
97%
How is Renault currently perceived by our clients
A premium brand
Distant and Transactional
Close and caring
Lacking only build quality
What is NOT an objective of the Care 2.0 program
Improve the quality of the vehicles
Improve the customer loyalty
Sell more and sell better
Improve the customer relationship by personal relationship and an easy experience
What is a the first moment of truth
When things go wrong
Help me choose
A great welcome for me
My honeymoon
What is a benefit of having a Welcome or Meet and Greet person
All customer are immediately welcomed at the door
All these point are correct
The welcome can guide the customer according to his/her needs
If all service advisors are busy with customers, there is still someone that can take care of customer entering the workshop reception
What is the fifth Moment of Truth
Help me choose
When things go wrong
My Honeymoon
Lets stay in touch
What is NOT an essential of the sixth Moment of Truth
I make a commitment to the estimated time and cost of work and keep my customer informed regularly, confirming all changes with them
I give an appointment within 2 working days when dealing with an immobilizing incident
I organize appointments based on my customer's availabilities and see them immediately if necessary
Remaining clear and fully transparent, I explain the work that is required in a dedicated location with my customer's vehicle present
What is NOT a good way to Stay in Touch with the Customer
Contacting the customer a couple of days after a service, to check if he satisfy
Sending the customer congratulation message on his/her birthday
Sending random emails with service offers , regardless of type of car customer has
Contact the customer in case his/her car is ready before the initially agreed time.
What customer profile is Loyal and sees no value in leaving the brand even after the warranty period and moreover seeks security
Effective independence
Effective Human
Emotional Connaisseur
Independent Connaisseur
What customer profile likes the reassurance of the brand Lacks technical knowledge and Has the minimum maintenance work done
Effective independence
Emotional Connaisseur
Independent Connaisseur
Effective Human
What customer profile is looking for the best value for money will change workshop after the warranty expires and is very familiar with the after sales Both in whats available and the costs because of his financial restrictions
Effective independence
Independent Connaisseur
Effective Human
Emotional Connaisseur
What Customer profile doesn't feel he needs to go back to Renault even during the warranty period and can even do most of the maintenance work himself
Emotional Connaisseur
Effective independence
Independent Connaisseur
Effective Human
What were the three relationship tools discussed to create a better relation with the customer
Listening , Creating Trust & Asking Questions effectively
Listening , Speaking & Planning
Creating Trust, Asking Questions effectively & Guiding the Customer
Asking Questions effectively, Creating Trust & Guiding the Customer
Which answer is NOT part of the 4 basic emotions
Fear
Desire
Joy
Sadness
What are the areas of concern from Voice Of Customer about After sales
No great and personal welcome
After completion, no information given about work done
All the answers are point of concern
Not satisfied with time taken for the customer
When contacting customers with bad news what should you do
Contact them and point out the issue isn't your fault
Contact them straight away, so they can anticipate the consequences
Organize a possible solution before contacting the customer and start the conversation by introducing the solution
Organize a possible solution before contacting the customer
Why proactive greeting is so important. Multiple Answer are possible
For increase business
For managing customer complain
For creating a climate of trust
For customer satisfaction
Which communication skills are required to understand the customer needs. Multiple Answer are possible
Explain the offer
Ask Questions
Reformulate the customer statements
Listen
Upon a customer s departure from the service department the Service Advisor should:
Allow the customer to leave without ensuring the service was to their satisfaction
Disregard any issue / concern the customer may have
Let them leave without saying goodbye
See the customer to the vehicle and present the vehicle to ensure they are fully satisfied with the service provided
Should the customer have an issue what emotion should a Service Advisor portray
Sadness
Empathy
Anger
Frustration
When a customer wishes to book a service appointment the appointment should be convenient for the:
Service Managers
Technician
Customer
Service Advisor
When a customer is paying the repair invoice the customer should understand that they are:
Paying for a repair that will need to be done again in a month's time
Paying too much
Paying too much
Getting value for money
Following the service the Service Advisor should contact the customer after how long to ensure all is ok
48 Hours
Not at all
7 days
1 hour
Who is current chief executive officer of Groupe Renault worldwide
Fadi Al Hajj
Carlos Ghosn
Louis Renault
Thierry Bolloré
Identify the part in picture
Caliper
Trottle Body
Starter Motor
Identify the part in picture
Armature
Alternator Assy
Turbo
Identify the part in picture
Plunger
Spring
THERMOSTAT VALVE
VALVE
When Technician finds some fault the vehicle which originally was not confirmed between the customer and the Service Advisor, which of the following item is not required by Service Advisor?
Confirm parts required and how much they cost, and to find out when the parts will arrive at the dealer.
A. Obtain details from the technicians or Foreman, of the fault found on the vehicle and what happens if neglected
A. Contact the customer, explain the finding and obtain authorization to proceed the repair
Negotiate with the Service Manager to cover the repair under workshop warranty
Which brake system feature can prevent the loss of vehicle control and vehicle rollover?
Power assisted brakes
Traction control system
Vehicle Enhanced System
Anti-lock brake system
Blue smoke from exhaust pipe indicates
Water contamination
Oil contamination
Excessive rich mixture
Overheating
A timing belt or timing chain links these two components together so that the valves are in sync with the pistons -
The flywheel to the camshaft
The crankshaft to the camshaft
The cylinder head to the camshaft
The piston to connecting rod
Engine torque is:
Equals to the engine capacity
Engine twisting capacity
Ability to get the vehicle moving
Both answers B and C are correct
