WorksheetsDOS 2022
Total questions: 26
Worksheet time: 15mins
What is the DOS?
Dealer Operations and Safety
Dealer Operations Standards
Distributor Operations and functions
Distributor Activities
What are the service operations process?
Appointment, Preparation, Reception, Repair, Delivery
Preparation, Reception, Repair, Delivery
Appointment, Preparation, Reception, Repair, Pre-Delivery, Delivery, After Delivery
Appointment, Preparation, Reception, Repair, Pre-Delivery, Delivery
In appointment process MRS team Send Direct Mailer to potential customers by
(DM)/ E-mail / SMS (applicable media)
Phone call only
E-mail only
A. Not required to send to potential customers
In Appointment preparation process what is the DOS required after Making a follow-up phone call to customer
Generate the appointment customers list
Send reminder E-mail/SMS (optional)
Check the customer service history and customer requests
Confirm the appointment date and time
Check the availability of parts based on customer requirements is DOS required for parts preparation process
True
False
Select (one or more) DOS requirements for reception process
Receive and greet the customer at reception area
Confirm customer information and purpose of the visit
Offer customer refreshments to make them comfortable
Check service history and service campaign applicability
Do walk around inspection and check all items based on guidelines to identify additional job and confirm customer requests is NOT DOS required
True
False
If any additional job/repair identified or customer requests in addition to service, Service advisor should do……SELECT 2 ANSWERS
Write on the R/O
Confirm problem symptoms and capture in pre diagnostic questionnaire
Start diagnosis and give estimation cost for the customer
Get technical team support for road test/pre-diagnosis of repair, if required
Why checking for genuine floor mat is mandatory
Upselling opportunity
Safety procedure
DOS required
Additional step
When you have to use open end question?
To confirm the answer yes or no
To get more information
To spend more time with the customer
To give accurate estimation cost
Preparing R/O Not required getting customer authorization (agreement) to perform the service
True
False
Job allocation based on capacity and skill matrix in the responsibility of ………. In repair process
Service advisor
Technician
Group leader/ Foreman
Quality controller
One of the following is Not one of the Pre- Delivery processes
Review work done on the vehicle and confirmed all the details
Carryout washing process based on distributor guidelines
Fix the next service tentative appointment for customer
Complete the documentation with invoice and VHC/QC reports
One of the following is Not one of the Delivery processes
Explain the work done & quality control/inspection report
Escort the customer to delivery area for handover
Check the replaced parts, confirm customer belongings and radio & seat settings
Do walk around check with customer to confirm customer requests
After-Delivery Process should start …...
3 days after service
I week after service
2 weeks before service
5 days after service
If any concern shared by customer or customer is dissatisfied…….
(select the proper actions)
Show empathy and understand the problem
Ignore it
Give confidence to customer for resolution and inform SA will contact soon to address the concerns
Thank the customer for giving us proper feedback
Select one or more for the human resources standards
Grooming of frontlines staff (SA/Receptionist/CCS) - Uniform, Name Badge & Positive attitude
Awareness of roles & responsibilities with staff and copy with Admin./HR
Availability of Kaizen activities visualization - board or display
Storage method by month/category, and tracking process available to retrieve easily
Additional job process: Technician confirm the repair with foreman
Controller allocates additional job and give job instructions to technician
Service advisor contact customer to get approval (explain job, cost and revised delivery time) and update controller
Service manager give instructions to technician
Technician start the job
what is the phase that is invisible to the customer but it is critical to assuring that we meet their expectations in the following stages of the overall process cycle?
Appointment
Reception
After delivery
Preparation
It’s where the customer gets to see if we have kept our promise regarding quality and timely repair or service work”. What this definition for?
Preparation
Repair
Reception
Delivery
What is the best time for the service manager to perform a periodic quality audit of key steps in the work shop experience?
Preparation
Pre-Delivery
Repairing
Delivery
Who should confirm the repair/service work after completed?
Service advisor
Foreman
Service Manger
Technician
Who is the responsible for issuing the final invoice and collecting the fees due for the work performed?
Service advisor
Cashier
Receptionist
Sales person
When the customer needs to feel that their business and their opinions are valued and that they feedback will be taken seriously. At which process this is the customer expectations.?
After Delivery
Appointment
Pre- Delivery
Reception
During n the Delivery process Select the right statement from the following
A successful delivery process actually begins before customer arrive
The essential part of the delivery is to double check if the vehicle is clean and washed or not
Even if charges are below the estimate, a complete explanation needs to be available to the customer
It is not critical to check the explanations for legal implications
Vehicle Walk around check is required during the……. step.
Repair
Appotinemt
Delivery
Pre-delivery
Reception
