CCM's / SMRE's - DExC and Customer Handling

What is one key benefit of using DexC portal for customer care executives ?

• Paperless Documentation

• Faster & Automated follow Up

• Effective Data Management

• All of the above

The ______ feature in the DExC helps track real-time updates and prioritize follow ups for pending appointments ?

• CCE Dashboard

• Performance Dashboard

• Dialer Dashboard

• Smart Paint Dashboard

Effective use of the DExC portal enhances both operational efficiency and customer satisfaction ?

• True

• False

What is the duration of Maruti Suzuki Standard Warranty ?

• 12 Months or 20000 Kms

• 36 Months or 100000 Kms

• 60 Months or 160000 Kms

• 48 Months or !20000 Kms

Hill Hold Assist and Traction control system are features focused on ?

• Comfort & Convenience

• Technologies

• Engine

• Safety

What should you do before calling a customer for service reminder ?

• Study their vehicle and service history

• Directly call to customer for reminder

• Wait for the customer to call

• None of the above

Why is it important to listen to the customer carefully during a call ?

• To avoid asking questions

• To book an appointment

• To understand their need better

• All of the above

What should you do if a customer has a problem during the call ?

• Give them al long explanation

• ignore the problem

• Show care and suggest a solution

• Transfer the call quickly

_____ listening means paying full attention to the customer ?

• Passive

• Active

• Neutral

• Aggressive

A good call starts with a _____ then an introduction ?

• Booking Appointments

• Collecting Customer Details

• Greeting

• All of the above