Post Test

What is the meaning of providing a genuine high-quality service experience at a dealership?

• Customer Satisfaction

• Safety and Security

• Genuine Service

• Brand Management

What is the role of a Service Advisor?

• Experts who are in charge of marketing treatment at the service workshop.

• Experts who are in charge of customer service at the show room.

• Experts who are in charge of customer treatment at the service workshop.

• None of the above

What is the role of a Service Advisor as a linker?

• Connects dealerships and technician

• None of the above

• Connects workshop and dealership

• Connects customers and dealerships

What does a Service Advisor need to do in Step 1 of the 6 steps customer care process?

• Prepare in advance to meet customer's needs, desires, and expectations.

• None of the above

• Explain vehicle diagnostics to customers and proceed advising.

• Maintain customer reservation rate by considering dealership capacity and utilization rate.

What is one of the Service Advisor's responsibilities as a staff?

• Building relationships with customers

• Maintain neat and tidy appearance.

• Maintain composure and patience in the case of customer complaints.

• All of the above

What is included in the Internal Competence as a Service Advisor?

• Professional Competence

• Personal Competence

• General Knowledge

• All of the above

What is the process of the Customer Consumption Cycle in the Automotive Industry?

• Maintenance and Repair - Research - Purchase - Disposal

• None of the above

• Disposal - Research - Purchase - Maintenance and Repair

• Research - Purchase - Maintenance and Repair - Disposal

What is Step 2 of the 6 steps customer care process?

• Preparations Check - Completion of Order Preparation - Workshop Check

• Preparations Check - Workshop Check - Completion of Order Preparation

• Completion of Order Preparation - Preparations Check - Workshop Check

• None of the above

What is Step 3 of the 6 steps customer care process?

• None of the above

• Customer Reception - Pre-check - Customer Advising - Task Assignment

• Task Assignment - Pre-check - Customer Advising - Customer Reception

• Customer Reception - Task Assignment - Customer Advising - Pre-check

What is Step 4 of the 6 steps customer care process?

• None of the above

• Quality Control - Progress Check - Additional Advising

• Progress Check - Additional Advising - Quality Control

• Additional Advising - Quality Control - Progress Check