ONLINE SCREENING TEST FOR SERVICE ADVISOR

1.

How many service Advisors are eligible from a Class A dealer for Race of Champions ?

3

6

10

4

2.

Air Bags will not deploy unless the seat belt pre tensioner are fastened ?

True

False

3.

Loaner / Standby car is provided to

Customer for the repairs in warranty period and the estimated repair time is more than 24 hours

Customer reported for repairs covered in warranty

Customer reported for any repairs within/outside warranty period

We don’t have loaner/standby car policy

4.

Which statement about documenting customer concerns on a repair order (RO) is not true?

Write each concern on a separate line on the RO.

Don’t spend a lot of time asking questions about the concern.

Note down what customers tell you instead of using their exact words.

Include a best guess about each problem’s cause to help the Service Technicians.

5.

The 4 pillars of engagement are:

Trust, Respect, Relationships and Control

Trust, Respect, Relationships and Contact

Friendship, Contact, Control and Respect

Friendship, Contact, Trust and Respect

6.

Parts that have been replaced are

Handed over neatly packed to customer

Kept in boot in “as it is condition”

Kept inside workshop as scrap for disposal

Disposed immediately

7.

Black coating of soot deposits on spark plug indicates that the engine has been generally operating on

Too lean mixture

Most economical mixture

Too rich mixture

Stoichiometric mixture

8.

Protection material is applied ?

Immediately upon customer arrival (in the presence of customer)

While handing over the car to the workshop floor for repairs

After the job card is opened and signed by customer

Before washing.

9.

RO service request write up by service advisor helps

Maintain records of concerns reported in system

By recording the concerns in RO we will gain customer confidence

Floor team in understanding customer concerns & to monitor resolution

To ensure we don’t miss any job while billing.

10.

Delivery process recommends

Show the car to customer first and explain repairs performed before completion of paper work/payment formalities.

Completion of paper work & payment formalities prior to showing the vehicle to customer

Explain the repairs performed and complete payment formalities first and then show the car to customer

Process that best suits the situation

11.

At what point Service Advisors need to focus while addressing customer concerns on selling scheduled maintenance?

After the Service Technician’s inspection is complete

After the vehicle walk around inspection is complete.

As soon as the customer signs the repair order authorizing the Service Technician’s inspection.

12.

Dealership to perform “NO SHOW” call within _____ Minutes to reschedule service appointment if customer is not reported workshop on the fixed appointment time.( Fill in the Blanks)

30 min

45 min

15 min

60 min

13.

Pre and Post repair road test is mandate for ?

Cars reporting for NVH concerns / Alignment issues

Any car completed first 3 services and reporting for service/repairs

All the above

Repeat repair concerns

14.

The cruise control will work when the vehicle reaches the speed of

80 KM

30 KM

40 KM

60 KM

15.

In the cylinder bore surfaces a cross-hatch pattern is known as

Porous Plating

Boring

Honing

Shot Peening

16.

Initial workshop scheduling in DMS process is recommended to be performed by ?

Service Advisor

Technicians

Floor supervisor

DCRC

17.

When Traction Control System will work?

While applying Clutch

None of the above

While applying Brake

While applying Accelerator

18.

The length of the spark is maintained in a combustion chamber is called -

Spark retard.

Spark duration.

Spark advance.

Peak Voltage

19.

In the event of under steer, control intervention of the stability assist is performed at

Outer wheels

Rear axle.

Front axle.

Inner wheels.

20.

Which of these is not the objective of the service department?

Satisfy follow up with and retain Customers.

FIRFT.

Train and Grow.

Grow the service business.