WorksheetsPre Test - TSM - Service Policies & System Norms
Total questions: 25
Worksheet time: 13mins
Name
Class
Date
1.
_______ is the process of showing functional directions to each of the stakeholders of the dealership.
a)
Buniyad
b)
Disha
c)
Vikas
2.
Which of the following parameters not comes under CEI
a)
Complaint Closure TAT Within 24 Hrs
b)
Complaint Closure TAT Within 48 Hrs
c)
Installation % age
d)
Customer Satisfaction (C-SAT) on Complaint Resolution
3.
Warranty period of PT EURO 50 NEXT is
a)
1+2 Years
b)
5 Years
c)
2 Years
d)
6 Years
4.
Warrany period of Sheet metal components, External engine cooling system & Steering system are
a)
one (1) Year or one thousand (1,000) usage/running hours, whichever is earlier
b)
Two (2) Year or two thousand (2,000) usage/running hours, whichever is earlier
c)
Five (5) Year or Five thousand (5,000) usage/running hours, whichever is earlier
d)
None
5.
Warranty period of tarter motor assembly & Alternator assembly
a)
6 months or 1000 hours of date of delivery, whichever earlier and maximum of 15 months from the date of manufacturing.
b)
12 months or 1000 hours of date of delivery, whichever earlier and maximum of 15 months from the date of manufacturing.
c)
24 months or 1000 hours of date of delivery, whichever earlier and maximum of 15 months from the date of manufacturing.
d)
None
6.
What is Jagriti Se Samriddhi Project ?
a)
Installation will reimburse 450 Rs to Dealer
b)
100% Onsite Installation by the dealership
c)
Installation to done in within 3 Days
d)
None
7.
Care Direct 24X7 Complaint & Humdum Plus Customer app complaint payout is increased from 100/- to 200/- per complaint
a)
True
b)
False
8.
Target %ge for Service (Free+Paid) JC Closure within 6 Hrs. is
a)
55%
b)
70%
c)
83%
d)
92%
9.
If Installation Done within 7 Days with 90% of target, then weightage is
a)
5%
b)
10%
c)
15%
10.
Who's validation is must on verifying "Customer contact number updation" in ESMS.
a)
TSM
b)
RSM
c)
ZSM
11.
The Service JC closure within 6 Hrs Target will be 70% of the total service reported by dealer in ESMS. It carries 15% weightage for the performance calculations.
a)
True
b)
False
12.
In BTL Activity Reimbursement, Activity actual to be update in ESMS within ______ days.
a)
5 Days
b)
7 Days
c)
9 Days
d)
11 Days
13.
In BTL claim, How much %ge will get dealer for field activity - Minimum 10 km from dealership
a)
40%
b)
50%
c)
60%
14.
In installation feedback process, frequency of sending CSAT MIS basis installation MIS to the field team is.
a)
Weekly basis
b)
15 days once
c)
Monthly basis
d)
None
15.
Output / Customer Measures ( E to E) of providing Technical Assistance through CARE Direct 24X7 is,
a)
20% Calls to be Resolved On Call and 80% Field Complaints to be Resolved within 48 hours along with C-SAT of min. 80%.
b)
30% Calls to be Resolved On Call and 70% Field Complaints to be Resolved within 48 hours along with C-SAT of min. 70%.
c)
40% Calls to be Resolved On Call and 90% Field Complaints to be Resolved within 48 hours along with C-SAT of min. 90%.
16.
_________ is a categorization of parts by value of Sales (Qty X Unit Price).
a)
FMS
b)
ABC
c)
UDO
d)
VED
17.
Parts order placement should be based on
a)
Sale lost & Sold value
b)
Only Existing stock levels
c)
spare forecast & existing stock levels
18.
CMS Feedback score should be
a)
9 & Above : =/> 85% customers
b)
8 & Above : =/> 75% customers
c)
7 & Above : =/> 85% customers
19.
Preparing & sending the CSAT & TAT MIS basis of CMS MIS, to the field team on daily basis to trigger improvement actions.
a)
True
b)
False
20.
What is the TAT for submission of Warranty Failed parts to warranty Dept.
a)
30 Days from the date of Failure
b)
60 Days from the date of Failure
c)
90 Days from the date of Failure
21.
What is the address of Warranty Department.
a)
Escorts Ltd ,EAM-Warranty, Plant 1, Gate No.2, 4/18, Mathura Road, Faridabad ,Haryana – 121008
b)
Escorts Ltd,EAM-Warranty, Plant 1, Gate No.4, 18/4, Mathura Road, Faridabad ,Haryana – 121007
c)
Escorts Ltd,EAM-Warranty, Plant 1, Gate No.5, 15/5, Mathura Road, Faridabad ,Haryana – 121009
22.
Warranty period of Front axle assembly -4WD Housing subassembly is
a)
1 Year or 1000 Hrs.
b)
2 Years or 2000 Hrs.
c)
5 Years or 5000 Hrs.
23.
Maximum JC requires for Dealer Head Mechanic in month
a)
80
b)
100
c)
120
d)
150
24.
How much no of service camps should be done in Fixed day service camp by A - Category Dealer in year?
a)
4
1 FDSC/Month
b)
6
1 FDSC/Month
c)
12
1 FDSC/Month
25.
Target of Gear oil replacement for A+ Category Dealer during Service Camp
a)
25% Total Tractors attended
b)
35% Total Tractors attended
c)
45% Total Tractors attended
d)
None
100 %
