C&C TechMaster Skill Competition 2024 - CSA

What is the purpose of a service advisor in C&C?

• To deliver Exceptional Journeys to customers
• Promoting new campaigns to customers
• Consultation and recommendation to customers
• All the above

Why is it essential to maintain accurate records of customer and vehicle information?

• To comply with SOP
• For Marketing purposes
• To be albe to conect with customer for service campaigns
• All the above

What is the importance of effective communication skills for a service advisor?

• Increase customer satisfaction
• Build trust with customer
• Improve branding of the company
• All the above

How do you handle a situation where a customer is dissatisfied with certain services offered?

• Send the customer to my manager
• Explain the situation patiently in terms which is understood by the customer
• Ignore the customer
• Consult reporting manager and offer possible solutions

How do you handle a situation where a customer refuses a recommended service

• Blacklist the customer
• Proceed with the job anyway
• Record the recommendation and the customer decision in DMS
• All the above

How do you handle a situation where a customer is upset due to a delayed service?

• Blame the workshop for being imcompetent
• Deny any delay
• Inform the customer the delay is not your fault
• Apologize and provide timely updates on the progress

What are the procedures that needs to be carried out during Active Reception?

• Vehicle walk around with the customer to point out any visual damages
• Inform customer to remove valuble items from the vehicle
• Take pictures of the customer.
• All the above

What are the points to study before the customer;s arrival for his serivce appointment?

• EVA
• Service History
• Customer Data
• All the above

How can a service advisor effectively manage customer expectations regarding repair timelines?

• Provide any timing that customer requested
• Ignore the customer calls
• Updating the customer at the agreed timeframe
• Rush the technicians to expedite the job

What does the acronym VIN stand for in the context of automotive service?

• Vehicle Information Number
• Vehicle Information Notice
• Vehicle Identification Number
• Vehicle Identification Notice