WorksheetsS0627F - Pre Check
Total questions: 25
Worksheet time: 19mins
Which of the statements regarding MAR2020 is/are correct?
The customer moves to the center of the sales and service offering.
MAR2020 allows us to focus better on the individual needs of customers.
Each customer visit to a dealership becomes a unique experience.
The longer waiting times arising due to the time-consuming MAR2020 processes will be compensated for by attractive seating and good coffee.
Which of the points is/are part of professional conversation management during a requirements and needs analysis?
Forming an opinion quickly on the basis of little information.
Summarizing the information obtained for the customer.
As a salesperson, dominate the conversation as much as possible.
Actively listening.
Which of the job profiles supplement(s) the sales team in Mercedes-Benz Sales?
Star Assistant
Customer Contact Consultant
Star Account Manager
Product Expert
For which group(s) of people does the sales funnel provide information?
Sales management
Marketing department
Salesperson
Scheduling
Which EV services are offered by the Mercedes me App?
Pre-entry climate control
Planning the charging process (charging options)
Finding a charging station
Determining the optimum route with charging stops (navigation with Electric Intelligence)
What is influenced by the MAR2020 initiative in retail?
Customer contact processes
Color palette of the vehicle paint (cars)
Architecture
Media/IT
Which of the statements about the sales process is/are correct?
The sales process ends with vehicle delivery.
The test drive can be accompanied by the salesperson.
The sales process begins with generating promising leads.
The offer presentation should be carried out by the Product Expert.
Which of the specified contact points with Mercedes-Benz is/are examples within the context of the Customer Journey?
Visiting a dealer on an "open house day."
Advice about accessories from the P&A salesperson.
Talking with friends about the Mercedes-Benz brand.
Reading an article about Mercedes-Benz in a business magazine.
Which of the statements about the sales funnel is/are correct?
The sales funnel provides information about potential during the sales process.
Key figures are required for a quantitative representation of the sales process.
A survey of lost customers is necessary for an evaluation.
The sales funnel shows the sales process in 10 stages.
Which of the following statements about customer satisfaction is/are correct?
Customer satisfaction is the personal verdict reached by the customer.
Customer satisfaction is the result of drawing a comparison between expectations and what is actually perceived.
Product quality is easily the most important criterion for customer satisfaction.
With demanding customers, a high degree of satisfaction cannot be achieved.
Which roles in the dealership are used by both Sales and Service?
Used-vehicle salesperson
Star Assistant
Product expert
Service advisor
Which of the statements about operating electric vehicles is/are correct?
Recuperation is a term meaning "recovering energy."
Recuperation is not possible when accelerating.
Recuperation works best in combination with solar power systems.
The vehicle uses recuperation to cover the energy required by auxiliary consumers.
Which of the statements about the handover of a new vehicle (delivery) is/are correct?
Systems such as Active Parking Assist can be demonstrated during the handover.
Whatever the model, every handover should be made an emotional experience.
he handover should always be kept brief, as the customer wants to drive their vehicle as soon as possible.
The salesperson/Product Expert should sit in the driver's seat, the customer in the front passenger seat.
Which of the statements about feature-advantage-benefit reasoning is/are correct?
This method comprises three steps and the motivation filter.
The benefit denotes what the customer (individually) gets out of it.
This method must only be used for straightforward items of equipment that the customer already knows.
This method is for convincing the customer.
Which of the statements about the range of electric vehicles is/are correct?
Among other factors, the range depends on the use of auxiliary consumers, e.g. the heating.
The range is reduced at low outside temperatures, compared to high temperatures.
Driving at high speeds reduces the range.
The charging system has a decisive influence on the range.
Which of the statements about the test drive is/are correct?
The customer should be offered as many test drives as possible, so they can be shown the great variety available from Mercedes-Benz.
The customer can only experience intuitive operation of the vehicle if the test vehicle is not explained to them.
The test vehicle should meet the customer's needs as closely as possible, and exert emotional appeal.
After the test drive, the customer should be asked for their impressions and any unclear aspects should be explained.
Which of the statements about the handover of a new vehicle (delivery) is/are correct?
The most important functions must be explained. Other functions are only explained if the customer wishes.
All the vehicle's systems and functions must be explained.
As there is a digital owner's manual, it is no longer necessary to give information about the vehicle.
A mixture of emotional moments and vehicle information is ideal.
Which of these statements about electromobility is/are correct?
An electric vehicle can be charged around twice as fast using a wallbox than using a household socket.
An electric vehicle can be charged around 4.5 times faster using a wallbox than using a household socket.
Individual advice on a customer installing a wallbox is provided by the energy supplier or a specialist company.
The onboard charger influences the charging time due to its capacity.
Which of the statements about the vehicle presentation is/are correct?
The topics and the depth of information are in line with the needs and previous experience of the customer.
Conversation about the Mercedes-Benz brand should be avoided during the vehicle presentation.
It is the customer who completely controls the procedure.
No personal emotions should be shown during the presentation.
Which of the statements about the sales team roles is/are correct?
Star Assistants receive the customers on site and direct them to the right contact person for the matter in hand.
Product Experts are able to answer customer questions about vehicle operation.
Product Experts give advice on equipment and carry out minor repairs.
Customer Contact Consultants receive the customers digitally and pass them to the right contact person for the matter in hand.
Which of the statements regarding question techniques is/are correct?
By asking open questions, you can gather a great deal of information.
Closed questions are best suited for entering into conversation.
The keyword in an alternative question is "or".
Asking reflective questions is a way to check whether the other person in the conversation has been understood correctly.
Which of the statements about the 7-point vehicle tour is/are correct?
The tour starts outside and ends inside.
A 7-point vehicle tour must always take place, even if the customer already knows the new vehicle.
If the customer wants it, the procedure for the 7-point vehicle tour can be changed.
To explain the cockpit and controls, the salesperson sits in the driver's seat and the customer in the front passenger seat.
What services are part of the "Mercedes me connect" basic services?
Emergency call
Telediagnostics
Vehicle Monitoring
Accident and Breakdown Management
Which of the statements about buying motivations is/are correct?
The question "Which aspects of your new vehicle are important to you?" will reveal the customer's buying motivations.
Every item of equipment or detail on a vehicle is firmly linked to a buying motivation.
The buying motivation SAFETY can also be described as HEALTH.
No Mercedes-Benz customer has SOCIAL COMMITMENT as a buying motivation.
What information is provided by the vehicle identification number?
Model series and body type
Vehicle paintwork
Right-hand or left-hand drive vehicle
Engine type
