WorksheetsJanuary Zonal Meeting
Total questions: 10
Worksheet time: 5mins
1) What was our CBS ranking in 2023 and the biggest issue
4th, Lead time & SA professionalism
2nd, CS & SST
4th , Lead time & SST
3rd , Intake and part sales
2) Which of the following is true about SST?
i) Knowing (only) the standard is sufficient
ii) Customers might be unsatisfied if your workshop fails to perform a step, or gets the steps out of sequence
iii) Successful planning and perfect execution will lead to customers satisfaction and good profit
iv) Step by step activities should be followed by Honda Dealers
3) Who is responsible for to escort customer in meeting SA?
CRE
Service Manager
Service Advisor approaches customer
Ticket system
4) What is the correct action to be taken by CRE if Appointment customer come late?
Reschedule customers appointment
Check SA availability to serve customer
Immediately bring customer to assigned SA
Inform customer that he/she will be treated as a walk-in customer, vehicle collection after 5pm
5) What are the productive intake order reasons
PM, PM+GR, GR
PM, PM+GR, WTY, DPR, PCS, PUD
PM, GR
PM, PM+GR, GR, FLS, FRS, CBJ, MS
6) Below are the tasks to be done by Service Advisor one day before customers arrival except?
Pre-prepare SO & WADS
Study customers vehicle history
Conduct Service reminder call
Conduct Appointment reminder call
7) What are the Part sales ratio?
TOBB 29%, VAP 18%, PM+LUBB 10%
TOBB 24%, VAP 16%, PM+LUB 21%
TOBB 21%, VAP 20%, PM+LUB 31%
TOBB 12%, VAP 32%, PM+LUB 40%
8) Why is it important for the SA to remark every concern of the customer in the WADS?
SA can get extra commission if the WADS is completed
To obtain more details to assist the technician in finding the root cause of the vehicle’s problem
To dispute customer complain case
Able to assist job controller in distributing job to technician quicker
9) How long is the Honda Flood Relief Program period?
12th December 2024 – 31st March 2025
1st December 2024 – 28th February 2025
16th December 2024 – 19th January 2025
1st December 2024 – 31th December 2024
10) Why is it important for service managers and technicians to wear uniforms?
To make employees look casual and approachable
To maintain a professional image and ensure safety
To save money on employee clothing
To allow employees to express personal style
