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WorksheetsFix It Right The First Time
Total questions: 10
Worksheet time: 10mins
Which one of the following is NOT a consequence of non-F1?
Number of customer visits decrease
Sales volume decrease
Bad reputation of the dealer
No impact
Which staff member could contribute F1 performance at the dealer?
Parts staff
Service Advisor
Technician
All Aftersales personnel
What kind of action could lead to no-F1?
Incomplete work
Miscommunication with the Service Advisor
Insufficient car washing and cleaning
All of the above
Which of the following answers is the correct description of F1 mindset?
Not only technicians but customers should also make efforts to achieve F1.
Technicians just need to perform the repair work, the communication with service advisor is not mandatory.
All aftersales dealer personnel are the representatives of the brand and their work affects customer's F1 experience directly.
Technicians are not responsible for cleanliness of the car, they just need to work.
In the preparation process which is NOT the key factor in F1?
Parts staff pre-picks the necessary parts.
Technician/ Service Advisor checks the service bulletin, service manual, and customer service records.
Team leader allocates the work to available technician regardless of skill level.
Service advisor sends appointment reminder to customer by SMS, e-mail, phone call etc.
In the service work process, what should always be performed after the service work is finished?
Remove watch and jewelry which may damage the vehicle
Take a test drive to check if all customer concerns are fixed.
Conduct quality control.
Throw away the replace parts immediately.
When an additional work is identified during service work, what should the technician do?
Perform the service work and then let the service advisor know the result after additional work is completed.
Inform service advisor and wait until customer approval is obtained to start the additional work.
Obtain Service manager's approval and proceed with the additional work.
Note the additional work and ask the customer to come back to the dealer later.
In Pre-Delivery process, which on is the key point to achieve F1?
Confirm that maintenance resetting is done.
Verify the car washing and cleaning state.
Confirm that all customer's requests are done
All of the above
In case a non-F1 incident happened, what is the most essential solution to prevent recurrence?
Give penalty to staff who resulted F1.
Send gift to customer with apologies.
Review the case with all involved members to find out the root cause and make countermeasures.
Managers discuss how to comply with such non-F1 case without involving staff.
How is F1 metric measured?
Yes/ No questions to the customer through Customer Service Survey?
By estimating the number of shop come back in a dealer.
By asking customer random questions about the dealer.
By making a survey to customers during service.
