G3Q Revision

The body repair section within a dealership will carry out.

• Accident damage repairs
• Mechanical services
• New car sales
• Valeting and cleaning

If parts or vehicles are not delivered on time;

• It does not matter
• Customer satisfaction is raised
• Customer satisfaction is lowered
• Customer will not have to wait

If realistic commitments to customers are met;

• Customers are not coming back
• The company gains a good reputation
• Disappointed and disgruntled customers
• Less work being booked in the future

In an automotive enviroment a newly employed trainee should expect to

• Report directly to the manager
• Be supervised by qualified staff
• Repair vehicles unsupervised
• Deal directly with customers

The administration department will normally deal with customer;

• Vehicle repairs
• Parts enquiries
• Invoice and receipts
• Workshop loading

Complicated messages from the suppliers should

• Be passed onto collegues verbally
• Be recorded and played back at lunch time
• Be left to others, to deal with at some point
• Be passed on to collegues immediately

A VIN number allocated to a vehicle is important when

• Completing an invoice
• Renewing tax
• Applying for insurance
• Ordering parts

In order that the correct spares are ordered for a vehicle it is necessary to consult

• An MOT manual
• Diagnosis data
• Parts list
• Data chart

It is good to accept other peoples views and opinions, because it helps collegues to co-operate and work as a team

• True
• False

It is important to keep records of parts/vehicle supply information in order to

• Show the manager how much work is being done
• Help with the customer quiries and complaints
• Ensure that the customer is not over charged
• Collect personal data on the customer