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WorksheetsBasic Core Processes (Pre Test)
Total questions: 7
Worksheet time: 7mins
Customer satisfaction may be defined as a condition that customers are motivated to repurchase products or services of a company and keep their loyalty to that company because of the company’s ability to meet the needs and expectations of customers or to provide what exceeds these expectations.
True
False
Which do you think is the most Desirable type of customer for Service business?
Satisfied customer
Happy customer
Loyal customer
Knowledgeable customer
Choose the Incorrect action, when receiving a customer with an appointment?
Acknowledge customer and confirm his or her name
Express appreciation for making an appointment
Ask about the reason for visit
Choose the most appropriate word to fill in the blank that explains Service Advisors role from a customer’s perspective?
You are the (_______) of the dealership or even the entire Mazda group.
Star
Non-Technical person
Professional person
Representative
Front line
Choose the Pertinent point when you consider / carry out mutual inspection of the vehicle during reception process.
KM reading
Customer’s belongings/valuables item
Tire wear/wheel rim
Engine oil leakage
All of the above
Choose the Correct reason why warranty service is one of the primary advantages for a dealership?
Any problem found during the warranty period can be fixed for free.
Warranty service is provided only and exclusively at authorized dealerships.
A customer who brings a vehicle in for warranty service will be treated as a VIP?
Choose the Correct explanation advising the use of genuine parts to that of non-genuine parts?
Mazda genuine parts are developed and manufactured under strict quality standards so that they ensure the best performance and reliability for Mazda vehicles.
Quality for non-genuine parts is always worse than genuine ones.
Customer can distinguish non-genuine parts and genuine parts by their packages.
