Service Advisor - Psychometric Test

Customers have to explain everything to me ?

• Always

• Usually

• Sometimes

• Rarely

Al most of the fashion show, I saw despairingly few signs of showmanship or invention in the presentation of the clothes ?

• Dispiringly

• Invention

• Show

• Presentation

When the customer demands for fast service and the car to be ready in certain hours ?

• Tell him that it is not possible and say no to him

• Don't promise but look at the possibility of it and then respond to the customer

• Let the supervisor speak with the customer

• Tell him that you will do your best and check the current lineup of cars

Customer's 2nd visit for the same concern under warranty, customer is a little unhappy about the fact that he had to visit the workshop twice for a simple concern related to battery ?

• Explain him that the battery is a third party device and ownership is with not dealership / workshop

• Tell him that it will take 24-48 hours for you to have it fixed by battery's service center

• Do what needs to be done next

• None of the above

The car's average is low and the customer needs instant technical advice on it ?

• Speak to the customer for his driving pattern / habits

• Take him for a test drive

• Ask him to leave the vehicle for thorough evaluation

• Clearly tell him that the dealership is not responsible for mileage / average of the vehicle

I repeat in my own words to understand what the customer has said ?

• Always

• Usually

• Sometimes

• Rarely

How can we have the best image of us and organization in front of the customer ?

• Smile, Greet, Offer Assistance

• Listening to customers

• Delivering to their satisfaction

• All of the above

Which ones do I generally use with the customers ?

• Sure / Certainly / Definitely

• Ok/Ok Sir / No Sir

• No / Yes/ No - No

• All

After checking a customer's vehicle you realized that the "Oil Chamber" is damaged which leads to engine seize. On being told this, the customer is not ready to get this part replaced due to reasons he doesn't want to disclose ?

• Ask him to get it from outside as it is cheaper

• Briefly explain him the process of how this damage can lead to engine seize

• Tell him that if engine is damaged the workshop will not take responsibility

• Leave a remark on the report card

If the customer, says that he does not have time, I should ?

• I should not talk and only listen to him

• I should take his requirements and should not probe him

• All the customers don't have time ever

• I should listen to customer and ask probing questions accordingly