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WorksheetsMaruti Suzuki Quiz
Total questions: 47
Worksheet time: 24mins
WHOSE RESPONSIBILITY IS TO KEEP CAFÉ COUNTER NEAT AND CLAN AND KEEP TRACK OF MAINTENANCE SCHEDULE OF EQUIPMENT?
delivery incharge
quality care excecutive
F& B Executive
------ ensures delivery vehicles are cleaned and polished thoroughly post pdi?
showroom hostess
House keeping executive
crae caretaker
delivery incharge
What is the full form of CDI?
customer delivery index
customer delight indicator
customer delight index
customer delight indicator
Which of the following vehicles comes under SUV?
SPresso
dzire
Brezza
Showroom Hostess assign the RM using Hostess App?
True
False
These are key points to improve customer experience? (option has multiple correct ansers)
Prompt valet service
upkeep of facility
Quality of beveranges
Greeting upon entry
------- ensures the customer date is captured correctly at the nativation portal?
Showroom Manager
Showroom Hostess
Sourcing Manager
Quality Care Manager
What type of training should be provided to quality care Executive / Tele caller? (This question has multiple correct answer)
Giving Test Drive
Feedback Capturing
customer Calling
Vehicle demo
What is the next step for the Showroom Hostess after congratulating the customer during delivery of the car?
Show more cars
Guide them to NAV Portal
Escort them to the Owners loungue & informed the concerned RM
Give customers keys and documents
SOPs are important at ------
They help in sustaining long term relationships with the customer.
increase customer miscommunication.
They help maintain Entry & Exit log for all customers
Helps reducing customer queries.
This is not to be discussed in Morning Meeting.
Set target for the day for quality calling team
Update team on Deliveries Scheduled for the day.
Process Gaps by Sales Team
Encourage Personal discussions.
Which of these SOPs is not part of Pre - sales?
Capture Post booking & showroom feedback
PSF calling.
Parking assistance.
Clean & properly maintained test drive & display vehicles.
Where are Physical POPs allowed to be displayed in the showroom?
Personalisation Zone.
Coffee consultation area.
Navigation portal
No Where.
Which of these actions spoils the delivery experience?
Scheduling delivery in conduction with delivery team
Vehicle not clean & sanitized before delivery
Check Accessory fitment status 1 day prior.
Maintain compete documentation one day prior to delivery
Which of the following is not a source of MSIL Complaint?
Whats App message
National Consumer Helpline
MSIL PSF
Showroom hostess should first guide customer towards?
Naviportal
Coffee Consultation
Owners lounge
Personalisation zone
As per Maruti Suzuki Arena what does "Efficient " refers to?
Proficency
Inviting
Understanding
Dependable.
Which of the following pictures represent a stereoscopic instrument cluster?
Odometer
gear shifter
infotainment system
Which of the following are the features of Showroom Hostess app? (This question has multiple correct answers)
Assigning RM
Capturing Customer Details
Taking Customer Feedback
Booking Customer Vehicle.
When handling a difficult customer what soft skill should a showroom Hostess use to maintain professionalism and resolve issue?
Technical knowledge
Avoidance
Listening
Aggression
What is active listenening on the context of car sales?
Talkingenthusiasticaly about the car features.
Hearing the customers concerns and questions
Ignoring the customers comments
Pushing for a quick sale.
How can a Showroom Hostess display professionalism and enhance the customer experience?
Sharing personal procblems with customers
Ignoring customer inquiries
Maintaining a positive attitude and appearance.
Avoiding customer feedback
Which soft skill is essential for a showroom Hostess to make a positive first impression?
Communication skills
Technical knowledge
data ananlysis
Negotoation skills
When dealing with a dissatisfied customer. what happened if recommended for conflict resolution?
Arguing with the customer
Ignoring the issue and helping it will go away
Empathizing with the customer and finding a solution
Telling the customer they are wrong.
How can a Showroom Hostess enhance their Professionalism?
Dressing Casually ar work
Arriving late to work regularly
Maintaining a professional appearance and punctuality
Disregarding customer needs.
What is the role of body language in effective communication as a Showroom Hostess?
it has no impact on communication
it can convey interest. Engagement and understanding
It is only important in written communication
It should be avoided at all costs.
What should a Showroom Hostess do it a customer has a complaint about their previous car purchase?
Ignore the complaint.
Acknowledge the concern and escalate to QCM
Blame the customer for the issue
Offer a refund immediately.
Which soft skill is essential for maintaining in a busy showroom environment?
Time Management
Procrastination
Avoiding all tasks except one
Resistance to change
A Showroom Hostess should maintain a friendly and approachable demeanour when interacting with customers which soft skill does the best describe?
Attention to detail
Negotiation skills
Technical Knowledge
Empathy
Housekeeping Executive informs ----- about concerns related to the housekeeping of the showroom.
General Manager
Sourcing Manager
Showroom Hostess
None of these.
----- ensures that customer data is captured correctly at the navigation portal
Showroom Manager
Showroom Hostess
Sourcing Manager
quality care Manager.
Is it possible to enter customer's beverage preference in showroom Hostess app?
True
False
The showroom is untidy and littered. Who will you call to resolve this issue?
valet
QCM
Showroom Hostess
Housekeeping.
Which of the following is not an MSIL app?
salez Track
team trac
Hostess app
GM app
Showroom Hostess should address the customer by?
Mr/Ms. Followed by first name
Mr/ Ms. Followed by last name
informal/nick name
Boss
Showroom hostess should first guide customers towards?
Naviportal
coffee consultation
Owners lounge
Personalisation zone.
In Arena walkthrough the F & B executive should meet the customer at?
Cofee consultation zone
Active experience terrace
Navigation portal
Café
Which of these SOPs is not part of Pre sales?
capture post booking & showroom feedback
Psf Calling
parking assistance
clean & properly maintained test drive & display vehicles
What is the next step for the showroom hostess after getting the customer during the first visit by the customer?
Guide them to NAV portal
Polietly enquire about the reason for visit
Assign RM
inform the F&B executive to seve the water
Which specific app has the following key highlights? Allocate enquiry, Monitior reports and dashboard d) take showroom feedback.
Sales trac
Team trac
Hostess App
deltrac
When should a showroom Hostess take customers feedback?
Never
at the time of customers entry
When the customer is leaving
during discussion with RM?
Why is time management important?
To spend more time socializing with coworkers
To ensure efficiency and provide quality service to customers
To rush customers into making quick decisions
To take extended breaks during work hours.
Which soft skill helps in establishing trust with customers?
Honesty and transparancey
Deception
Manupulation
Overpromising
When dealing with a dissatisfied customer what approach is recommended for conflict resolution?
Arguing with customer
ignoring the issue and helping it will go away
Empathizing with the customer and fiding solution
Telling the customer they are wrong.
when should a showroom hostess use their problem solving skills?
Only when the customer insists on it
Only during staff meetings
Never as it's the manager responsibility
When faced with challenges or customer issues.
What should a showroom hostess do if a customer has a complaint about the previous car purchase?
ignore the complaint
Acknowledge the concern and escalate to QCM
Blame the customer for the issue
offer a refund immediately.
Which soft sill is essential for a showroom hostess to make a positive first impression?
communication skill
technical knowledge
date analysis
negotiation skill
