M SA SC 23

Fixed right first time is at times understood incorrectly by customers.Service Advisors should communicate clearly to help the customer understand it. Which of the following is critical to be explained to each customer with regards to Fixed right first time?

• Additional work identified duringthe service and any impact on the promised delivery time.
• The approximate amount of cost for the service
• The next service date, planned as per the customer’s past history
• Future work being suggested in the maintenance message sheet

MMMEA service process has many steps, of which there are 4 focus areas which are:

• Reception, Service work & quality control, Delivery, Follow-up
• Reception, greeting, test drive,follow-up
• Appointment, Service work and quality control, invoice, closing
• Proactive contact, appointment,reception, vehicle cleanliness

When additional work is identified by the technician during the service the best thing a Service Advisor should do is:

• Note the additional work in maintenance message sheet and get it done at next visit
• Wait for the customer to pick-up their vehicle, explain the additionalwork required and seek to book them in for another service appointment
• Call the customer, share information about the work and seek their permission
• Ask the technician to complete the work immediately

An incomplete Repair Order sheet leads to:

• Achieving fixed right first time
• Reduced technician efficiency
• Achieving fixed right first time
• No impact, as no one sees itanyways

Which one is Not a part of 5S:

• Shine
• Sort
• Sustain
• Smart

MMC warranty covers:

• Wheel balancing
• Periodic Maintenance Service
• Normal wear and tear parts
• Engine, transmission and transaxle

Standardised forms and checklists will lead to

• Inefficiency of Service Advisor as they will be busy doing paperwork
• A confused customer with too many forms to fill in
• Coverage of all points, no information being missed and consistent levels of service
• None of the above

A customer who is feeling emotional will be less likely to listen to solutions you propose. You should look at “balancing” the customer’s emotional state. Some of the important steps in Balancing of emotional state are:

• Paraphasing
• Active Listening
• Empathy
• All of above

Paraphrasing is an important skill for a Service Advisor, it means:

• Summarising, in your own words,the important parts of information that the customer has given
• Using paragraphs in our communication
• Writing down the customer’s concerns word for word
• Using good phrases while speaking to customer

Which of the following are examples of closed questions?

• Can you describe the problem in car a little more in detail?
• Will you be able to share more details of the issue you faced?
• Is 4.00 in the afternoon a good time for picking-up your vehicle?
• What else would you like to share before we take the vehicle for servicing?