WorksheetsBIG - Service advisors contest
Total questions: 25
Worksheet time: 25mins
Which of the following is not the task of SA?
Coordinate with other departments in the dealer.
Give On-the-Job training to other Service Advisors
Instruct technicians of the best way to diagnose difficult problems
Maintain reception area properly
Which of the following is not an appropriate topic for the morning gathering?
Appointment customers of the day
Examples of repeated repairs and their root causes of the precious day
Number of customers that can be accepted on the day, based on the number of appointments and workshop capacity
Schedule of the dealer principal of the day
Which of the following is not an appropriate way to communicate with the dealer’s sales consultant?
Provide them with latest customer information that can affect their business; address change for example
Tell them not to send complaining customers to service and to resolve by themselves
Listen to their complaints about service because it is important to maintain loyal customers
Make sure that, at the time of new vehicle delivery to customer, they introduce the Service Department to customers
One technician keeps making mistakes and causing many repeated repairs. Which of the following should not be done?
Discuss the problems with Foreman or the technician, and to try to find out the solution
Tell the Job controller not to allocate your customers to this technician.
Try to describe customer concerns more thoroughly, in order to prevent any mistakes
Report the details to the Service Manager and ask him to solve the problem.
When Technician finds some fault the vehicle which originally was not confirmed between the customer and the Service Advisor, which of the following item is not required by Service Advisor?
Negotiate with the Service Manager to cover the repair under workshop warranty
Contact the customer, explain the finding and obtain authorization to proceed the repair
Obtain details from the technicians or Foreman, of the fault found on the vehicle and what happens if neglected
Confirm parts required and how much they cost, and to find out when the parts will arrive at the dealer.
The best way to defuse a customer’s anger is to let them keep talking until they ’wind down’. Then...
You keep talking until they interrupt
Repeat back word-for-word everything they’ve said
Ask open-ended questions so they have to stop and think
Begin filling in the Repair Order immediately
Reflecting means using empathic remarks to acknowledge the customer’s feelings. Which of the following is an example of a reflecting statement to a customer?
“You seem cautious about agreeing to this service”
“Please tell me how I can help you”
“Let me be sure I understand what you said”
“We will need your car until tomorrow”
Paraphrasing is verifying what you’ve heard by putting the customer’s words into your own words. An example of paraphrasing statement is:
“Please tell me how I can help you”
“You seem cautious about agreeing to this service”
“It sounds like you’re saying the car oversteers”
“We will need your car until tomorrow”
Suppose your customer tells you, “I don’t understand what you did to my car and why it cost so much.” You should say:
a. “I’m sure I already explained this to you. Would you like to see the Repair Order again?”
“I’m sure I already explained this to you. Would you like to see the Repair Order again?”
“It sounds like you just don’t feel safe in your car since you had your accident”
“I’m sure it sounds like a lot. Let’s go out to the shop and I’ll show you what we had to do”
“Let me be sure I understand. You’re saying you don’t know what we did to repair your car?”
For which communication skill would you ask an open-ended question?
Clarifying
Reflecting
Paraphrasing
Summarizing
During which communication skill would you use empathy to identify with a customer?
Clarifying
Reflecting
Paraphrasing
Summarizing
What does “paraphrasing” mean?
Asking questions that can’t be answered with one word
Never asking questions; waiting for the customer to ask so that you can answer
Stating key points briefly
Restating the customer’s words using your own words
Your customer wants to do all the talking. When you try to talk, he listens impatiently, or interrupts to make sarcastic remarks. When interacting with him, what is an appropriate objective?
To allow him to feel in control of the interaction
To give him a sense of security
To show that you know what you’re doing
To turn the conversation into a social exchange
Mr. Ahmed seems disinterested and defensive. He is not sure if he wants to leave his car for service. What should be your goal when dealing with him?
To help him feel like part of the crowd
To allow him to feel in control of the interaction
To calm him and find out what is upsetting him
To provide him with a feeling of reliability, predictability, and security
Your customer’s vehicle makes a sound like rubbing a clean window, and a sound like an angry dog. How would you accurately describe these on the R/O?
Grind - Knock
Clunk - Hiss
Grind - Click
Squeak - Growl
Your customer had a problem with the electric power window. Which type of quality control inspection should be performed?
Visual inspection - inspect the actual repair to confirm the quality
Performance inspection - make sure the repaired system is operating to specification
Road test inspection - take the vehicle out on the road and operate the power window
Call-back inspection - ask the customer to inspect the repair and call back to confirm it
Your customer had a braking-related problem with her vehicle. Which type of quality control inspection should be performed?
Visual inspection - inspect the actual repair to confirm the quality
Performance inspection - make sure the brakes operate correctly by pumping the brake pedal
Road test inspection - take the vehicle out on the road and test the brakes in a variety of situations
Call-back inspection - ask the customer to test the brakes and call back to confirm the repair
Many parts and service items are logically sold together as a package. If your customer comes in for clutch repairs, what related items might require service at the same time?
Tires and related worn parts
Hoses; and an engine tune-up may be required
Transmission gear oil and release bearing
Drive belts and coolant
Customers sometimes feel you are trying to ’sell them something’ and that a repair you suggest isn’t really needed. The best way to gain a customer’s trust is:
Write a description of the repair process and the parts required in as much detail as possible
Assure your customer that you do not get any commission from the repair
Direct your customer to the cashier
Point out or explain a component failure and compare worn components of new ones
Your customer says the brake light keeps coming on. You know it could be the seat belt light. To correct the problem and make a lasting impression on this customer, you should:
Replace any missing fuses, free of charge
Replace all existing fuses, free of charge
If it is the seat belt light; use the owner’s manual to explain how gauges and indicators work
Record on a R/O to perform brake repairs; be sure to tell the customer that it will be repaired perfectly
ECCS - an Electronic Concentrated Control System provides a link between the electronic fuel injection system and the engine. Which of the following is true?
The ECCS includes a fail-safe mode to enable engine function in case of sensor failure
The ECCS operates the power windows and brakes
The ECCS is only available on the diesel engines
The ECCS is an optional feature.
In an automatic transmission equipped with a lock-up torque converter, special clutch reduces transmission friction loss. How does this affect the car’s performance?
Lower drag coefficient
Increased fuel efficiency
Minimized torque steer
All of these
A customer complains of an intermittent engine stall. Which one of the following is not relevant question to ask?
Do you notice any warning light on dashboard comes ON when the engine stalls?
What is the water temperature gauge position when the engine stalls?
When did you last replace engine coolant?
Is it difficult to restart the engine after the stall?
What are the three major roles of Service Advisor?
Choose the most correct answer
To act as pipeline between customer and the workshop - Contribute to dealer profit
Selling more vehicles.
Improve Customer Satisfaction - Selling more vehicles.
Improve Customer Satisfaction - Contribute to dealer profit - To act as pipeline between customer and the workshop
What items should you explain to the customer during vehicle delivery?
Choose the most correct answer
The cause of the problem and jobs carried out , Service Cost , Result of repairs and/or inspection
only Service Cost , Result of repairs and/or inspection
Introduction of new life insurance, Service Cost , Result of repairs and/or inspection
Introduction of new life insurance, the cause of the problem
