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WorksheetsFPL - Tata - Process Knowledge
Total questions: 25
Worksheet time: 13mins
What is the Acronym for Need Analysis ?
Check In
Chik
Cheque
Check
In the Need Analysis - CHECK - What does K - Stands for ?
Know the Relationship
Know the Usage
Know the family
Know the finance
In the Need Analysis - CHECK - What does second C - Stands for ?
Current Usage
Current Relationship
Current Loan Status
Customer Profile
In the Need Analysis - CHECK - What does First C - Stands for ?
Current Usage
Current Relationship
Current Loan Status
Customer Profile
In the Need Analysis - CHECK - What does H - Stands for ?
His / Her Current Usage
His / Her Current Relationship
His / Her Current Loan Status
His / Her Current Vehicle Status
In the Need Analysis - CHECK - What does E - Stands for ?
Expectations for New Loan
Expectations for the Old Car Price
Expectations from the New Vehicle
Expectations for Free Accessories
How Many types of Enquiries are available ?
1
2
3
4
If your Team's Sales Consultant avoids explaining technology to the customers during sales discussions. What will you do ?
Ask the DSE to join a technical institute
Give the DSE a workshop manual to read
Probe for reasons why the DSE is reluctant towards discussing technology
Give the DSE a Warning
What is Creep Function?
Just Shifting the gear lever to "M" or "D" or "R" Mode while pressing the pedal is known as Creep Function
Easy to drive on highway in high speed
In "D" or "R" mode if we release the brake pedal and the car starts moving in a slow speed without pressing accelerator.
It works when the vehicle is in neutral mode
At which position in Demo Process would you talk more about comfort ?
Front
Seat
Safety
Rear
Loan closure before the total loan tenure is called
Hypothecation
Foreclosure
Finance ending
Loan cannot be closed before full tenure
What is KICK DOWN function?
It is a function to increase the speed
It is a function to reduce the speed
It is a function to reduce the gear in D mode
It is a function to reduce the gear in M mode
What should be your first step after getting a complaint from the customer ?
You will immediately inform your general manager
You will immediately apologize to the customer verbally and then try to resolve the issue
Immediately find out the issue and resolve
Wait for the customer to call back again
After the Test Drive you should ?
Take the test drive confirmation code
Take feedback on the vehicle driving experience
Ask the customer to wait and go and park the car
None of the above
Which of the following is a benefit of adherence to vehicle delivery process ?
Helps in building customers enthusiasm
Helps in selling old stock
Easy to sell all expensive accessories
None of the above
Which is the correct sequence of a Test Drive according to SSP ?
Customer begins the drive > then you drive back
You begin the drive > Then customer drives > you drive back to showroom
You drive first > Then the showroom driver drives > Then the customer drives back
Customers drives throughout the drive
During a Test Drive at the time of cornering what should you highlight to the customer ?
Less Body roll & High Stability
Length of the vehicle
Longer Wheelbase
Head light spread
If you are speaking to a customer over the phone and he /she keeps you on hold what will you do ?
End the call & contact another customer
Send a SMS asking to call back
Wait till the customer gets back to you
Never speak to that customer again
During the product presentation customer raises objections you would ?
Ignore the objections and continue giving the demo / presentation
Escalate to the TL
Ask Query & find out of more about the concerns and try to address them
None of the above
Once you get to know that the customer has made up his mind to purchase what appropriate question will you ask ?
Sir let me introduce you to our finance person
Sir let me arrange for a test drive car
Sir let me check the variants available
Sir when would you want the delivery of the car?
Which of the following is not a good strategy for handling a dissatisfied customer ?
Listening to the customer patiently
Understanding the complete situation of the Customer
Seeing the customers point of view
Trying to make the customer understand your point by stressing your point alone
In type of enquiries What is C - Stands for ?
Cheque
Collector
Cashier
Counter
In type of enquiries What is O - Stands for ?
Outing
Outgoing
Outlet
Outdoor
In type of enquiries What is R - Stands for ?
Ring
Range
Radius
Reference
In type of enquiries What is D - Stands for ?
Danger
Database / Digital
Drive
Disc
