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WorksheetsTRAINING POST TEST - 30 MAY 2025
Total questions: 25
Worksheet time: 13mins
Which form is used by Service Advisors before repair work begins?
Parts List
Invoice
Work Order (DMS)
CSI Survey
Who is responsible for initiating the “Follow-Up Call”?
Customer Relations Executive (CRE) / Service Advisor
Technician
Parts Department
What should you do if a customer insists a problem still exists post-service?
Ask them to leave
Say it’s normal
Recheck the issue with a technician and communicate clearly
Tell them to contact the manufacturer
If a customer is unreachable for a reminder, what is CHERY’s N-1 protocol?
Call police
Call 3 times and send SMS reminder
Cancel the appointment
Reschedule on the system automatically
What should a CRE/Service Advisor do when a customer praises the service?
Ignore them
Ask for a good rating and suggest next service date
Say nothing
Redirect them to parts sales
What’s a Service Advisor’s duty after delivery?
Move on to the next job
Call after 3 days for follow up (N+3)
Go home
Cancel the appointment
Which of the following defines professional conduct for a Service Advisor?
Friendly, respectful, and maintains confidentiality
Fast, rude, and informal
Casual, humorous, and vague
Aloof and quiet
What behavior damages the credibility of a Service Advisor?
Following up with customers
Being consistent in documentation
Making promises they cannot guarantee
Managing expectations
What’s the purpose of the DCA (Daily Customer Appointment) list?
To record spare part orders
To manage the customer flow and allocate service booking slots
To review technician performance
To create job cards
What action is mandatory during Pre-Visual Inspection before delivery?
Give a discount
Technical review by technician
Final check to confirm repairs are complete and no damage exists
Email feedback form
What is the best body posture for a Service Advisor when interacting with a customer?
Standing straight with relaxed shoulders and open gestures
Leaning back with arms crossed
Looking at the computer the entire time
Hands in pockets
If a Service Advisor avoids eye contact while talking, how might the customer feel?
Respected
Distrusted or unimportant
Confident
Happy
How should a Service Advisor respond to a customer's vague complaint like “It doesn’t feel right”?
Ignore it
Record it as-is
Ask detailed follow-up questions to narrow down the issue
Pass it directly to a technician
What is the first step when a customer questions a high invoice amount?
Offer a discount
Escalate to manager
Review and explain line items calmly and factually
Blame the parts team
A customer says, “You didn’t fix this last time.” What’s the best Service Advisor response?
“It’s not my fault.”
“Let me review the previous job card and find a solution for you.”
“That’s the technician’s issue.”
“We’ll fix it next time.”
What is the Service Advisor’s role during the walk-around inspection?
Only note damages
Upsell services
Perform tire alignment
Ensure valuables are removed and vehicle condition is documented
What is the function of the customer drop-off section in the PAI or walk-around checklist?
The customer needs to sign after performing the walk-around check with the Service Advisor
The customer purchased the car from another dealer and is getting it serviced at a different dealer
The customer did not perform the walk-around check with the Service Advisor
The customer dropped off the car somewhere near the service center
When should the service reminder SMS (N-1) be sent to customers?
7 days before
After the service
1 day before the appointment
During delivery
What should be done if a customer’s complaint is unclear?
Guess the issue
Let the technician figure it out
Ask clarifying questions and test with the customer if needed
Skip it and continue
What is the purpose of the Pre-Diagnostics Questionnaire?
To upsell services
To collect detailed info for accurate diagnosis
To verify payment
To assess service advisor performance
Why is the Inspection Diagnosis Sheet (IDS) important?
It documents technical findings for customer communicationIt tracks payment
It records follow-up calls
It tracks payment
It calculates tax
When a customer’s vehicle is delayed, what should the Service Advisor do?
Ignore calls
Provide updates proactively
Say “We’re doing our best” vaguely
Wait until the customer complains
What is the best way to upsell additional services to a customer?
Use fear tactics
Only discuss pricing
Explain the benefits in simple language and how it prevents future problems
Add services to the invoice directly
Which trait helps Service Advisors build customer trust during conflict?
Silence
Empathy
Aggression
Sarcasm
What is the importance of a service advisor installing and removing protector kits (SA kit) in front of the customer?
To build customer trust
To enhance customer satisfaction
To make the customer feel the car is in good care
To make sure the kits are not stolen by the customer
