WorksheetsCHERY OSS QUIZ
Total questions: 15
Worksheet time: 2hrs 6mins
What is the role of a Service Manager in aftersales?
Fixing customer vehicles
Managing spare parts inventory
Overseeing the entire service process
Performing quality checks
Which skill is essential for customer interaction?
Empathy
Technical skills
Inventory management
Financial analysis
Which of these is NOT part of the CHERY Service Operation Standard's 10 steps?
Easy reservations
Technician assignment
Daily sales targets
Cleaning the car's interior and exterior
Who is primarily responsible for handling customer feedback in the aftersales team?
Technician
Service Manager
Customer Relations Executive
Spare parts coordinator
What should be checked during a pre-acceptance inspection?
Customer service ratings
Vehicle's fluid levels
Dealership’s stock
Employee attendance
During the service process, what should be confirmed about the customer's vehicle?
Vehicle Complaint
Customer contact information
Technician availability
Customer Satisfaction Index
What is the first step in handling an angry customer?
Ignore their concerns
Listen and let them express frustration
Offer a discount
Transfer them to another representative
Which of the following is NOT a part of aftersales interpersonal skills?
Flexibility
Financial analysis
Problem-solving
Clear communication
What is the last step in CHERY's 10-step Service Operation Standard?
Conducting a follow-up call
Escorting delivery service
Cleaning the car’s interior and exterior
Customer appointment confirmation
Why is it important to ensure the car is “fit right the first time”?
To minimize paperwork
To boost technician morale
To enhance customer satisfaction
To reduce service costs
Which checklist is used to confirm a vehicle's initial condition before starting service?
Walk Around Checklist
Final Quality Check
Customer Appointment List
Service Flow Chart
What is the purpose of the daily customer appointment list (DCA)
Documenting spare part inventory
Scheduling technician shifts
Organizing service appointments efficiently
Recording feedback
Which of the following is emphasized for boosting CSI scores?
Early invoicing
Minimizing technician workload
Asking them to return for follow-up repairs
High attention to customer handling
What is a key technical skill required by a Technician?
Managing appointments
Diagnosing and fixing vehicle problems
Communicating with customers
Maintaining customer data privacy
What is a primary responsibility of a Job Controller in the aftersales process?
Performing vehicle inspections
Resolving customer complaints
Organizing tasks and schedules to ensure timely service
Managing spare parts inventory
