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Lembar kerjaSST SA Training
Total soal: 20
Worksheet time: 11mins
What does an “appointment” represent?
A specific time for the customer to meet Service Manager.
A specific time for the customers to meet the Service Advisor.
A process to allow customer to set a time to meet with SA and for CRE to plan workshop capability for the actual day.
A promise of time where the car will be ready.
Which of the following is true about SST?
i. Knowing the standard is sufficient.
ii. Customer might be unsatisfied if your workshop fails to perform a step.
iii. Successful planning and perfect execution will lead to customer satisfaction and good profit.
iv. Step by step activities should be followed in a Honda Dealer.
i,ii and iv
ii and iii
i,iii and iv
ii,iii and iv
Once the customer agreed on the appointment date and time, the CRE will record the following information in the Customer Appointment List, EXCEPT:
Customer's address
Time slot
Customer Name
Request / Remark
Below are the required 7 steps when making appointment reminder call, EXCEPT:-
Discuss business at hand
Say your company name & your name
Make sure the other person understand
Explain benefit of appointment
What should SA do 1 day before?
(You may select more than 1)
Conduct appointment reminder call
Pre-prepared service order and WADS
Study customer history
Check technician availability
Appointment reminder call is being made 1 day before customer arrived.
What are the consequences of not conducting appointment reminder call?
It helps to speed up the reception process.
CRE may slot in customers that are more important in the system.
Planning can be done efficiently for the next day.
Possibility of customers not showing up / coming on the appointed time.
Which of the following statement are true?
(You may select more than 1)
Service Advisor should print service order 1 day before customer arrived.
CRE to greet customer and to bring to the assigned SA.
Service Advisor to ensure customer sign the service order to proceed with the job.
Service Advisor are required to inform customer on the estimated delivery time, estimated cost and the work to be performed.
During Walk around inspection, customer complain about the steering vibration and its the 1st time it happen. If the symptom does not reappear at the reception, what should SA do?
Ask customer to go to another dealership.
Collect the related information as much as possible using WADS & IDS.
Service Advisor conduct quality check and explain that all complaint must have appointment. If not we can't proceed.
Service Advisor to call Service Manager for assistance.
Readjustment of WCC is needed on the following, EXCEPT:
Appointment customer arrived early.
Appointment customer arrived late.
Technician unavailable
Walk-in customer arrived earlier than appointment customer.
What should “Job Controller” do during plotting the Work Control Chart if it is a walk-in customer? :
Plot at "actual" based on first come first serve.
Plot at "actual" but after 2pm.
Plot at "actual" based on only the availability of service bay and technician.
Check appointment customer's current status and plot at "actual" based on current situation.
If the additional job is required, JC to perform the following tasks,EXCEPT:-
(You may select more than 1)
JC to record for future reference.
Additional job can only be proceed if Service Advisor got approval from customer.
If extended time required conducting the job, JC need to insert the "additional time checker" after the current checker.
JC to inform customer immediately.
Which of the following does not describe the benefit of quality control?
It requires a long time to be done and can be skipped.
It prevent return job.
It ensures completion of all requested job.
It create future business.
Choose the correct answer for Final Inspection.
According to SST, if the Foreman is not around, the Service Advisor can conduct the Final Inspection.
To prevent customers waiting too long, the vehicle can be delivered without Final Inspection.
The Foreman can conduct Final Inspection at any Service Bay.
The Foreman can only conduct Final Inspection at the Final Inspection bay.
During Final Inspection, Foreman should :-
(You may choose more than 1 answer)
Checking the customer's request is fulfilled.
Check if the vehicle us functioning normally.
Make sure the estimated delivery time is not exceeded.
Recommend additional job to be done in the future.
What is the purpose of final inspection in car wash procedure?
To ensure the quality of the car wash service.
Because customer paid for car wash.
To make sure car wash procedure is followed properly.
To make sure the service quality is good.
Who will be responsible on the car wash inspection?
Service Advisor
Job Controller
Contractor
Foreman
The following describe the action the invoice explanation from Service Advisor, EXCEPT:-
The Service Advisor need to force the customer if they do not want to make an appointment.
The Service Advisor will guide the customer to the cashier counter.
If an additional service is needed, the Service Advisor will refer to CRE for schedule an appointment.
Service Advisor is to ensure that the customer fully understands the charges of the job performed.
The following are the steps taken by SA after customer made payment, EXCEPT:-
Active delivery gives customer a good impression about completed service.
Active delivery is done to show customer you care about them even after the service.
Active delivery is value added service to make sure customer is satisfied with the service charges.
Active delivery gives service advisor a good chance to sell additional service.
Which of the following is the FALSE statement about VOC?
VOC form is the tool use to ignore customer’s complaint.
VOC stands for Voice of Customer.
CRE to use VOC Form not only receiving good feedback as well as bad feedback or complaints.
The purpose of identifying and classifying the VOC is to identify the frequency and focus area.
What is benefit of handling customer's concern?
To show that we have evidence and able to take necessary actions if needed.
To prove to customer that we are aware of the situation without future improvement.
To gain customer's trust and obtain necessary information for improvement activities.
To carry out ineffective countermeasure.
