SCP Test

1.

5 points

All new work identified while the car is being repaired should be carried out and the customer informed at the time of delivery

True

False

2.

5 points

In which of the following SCP should the field action campaign be checked?

SCP 5

SCP 1

SCP 6

SCP 4

3.

5 points

All the steps of the SCP are internal and do not involve the customer.

True

False

4.

5 points

At SCP 3 Service Advisor does the following.

Records the customer’s voice

Does a thorough inventory for dents and scratches

Greets the customer in a warm and friendly manner

None of the above

5.

5 points

Which of the following statements are true in conjunction with the Delivery Pledge.

Its is not compulsion to send as per standards

Its should be sent on the same day of delivery

It comes under SCP 7

Its should be sent the very next day after the delivery of the vehicle

6.

5 points

At which stage of the SCP do we prepare for an appointment?

SCP 3

SCP 1

None of above

SCP 4

7.

5 points

What is the Full Form of SCP

Standard Core Procedure

Service Core procedure

Standard Core Process

Service Core Process

8.

5 points

While taking an appointment we diagnose the customer’s complaints and decide the jobs to be done.

True

False

9.

5 points

Who or which department is involved in SCP 2?

Service Advisor

CRE

Only one of above

Parts Manager

10.

5 points

In which of the following SCP the customer is giving a reasonable time and cost estimate.

SCP 1

SCP 4

SCP 2

SCP 5

11.

5 points

Does Audi offer the customer a facility of mobility?

Yes

No

12.

5 points

While taking an appointment the customer has no choice and has to take the time and date slot given by us.

True

False

13.

5 points

At which stage of the SCP does the customer fix an appointment with us?

None of above

SCP 1

SCP 3

SCP 4

14.

5 points

After making the Repair Order the Service Advisor hands it over to the Technician

True

False

15.

5 points

If car comes for running repair, Is Direct Reception necessary?

No

Yes

16.

5 points

The Service Core Process is made up of:

10 steps

12 steps

7 steps

6 steps

17.

5 points

The mode of Payment should be discussed in which of the following SCP

SCP 2

SCP 1

SCP 6

SCP 3

18.

5 points

If customer gives the verbal approval for additional work to be carried out. Then which of the following statements are True?

SA should only update on DMS.

SA should only start with the additional work approved by customer

SA should send an acknowledgement email to customer

SA Should send a confirmation SMS to customer

19.

5 points

What is the purpose of the Direct Reception?

It increases the revenue for the company by quick approval by customer.

To get scores in AUDIT

To get additional approval in front of customer

To reduce the idle time of workshop

20.

5 points

By mobility we mean:

Drop to the nearest point to get public transport

None of the above

Courtesy Car

Pick up and drop