CXEXAM APPLYING SERVICE QUALITY Concepts
2023 Exam with complete solution
WHICH IS NOT A PRIMARY CAUSE FOR NOT MEETING FIXED FIRST VISIT?
CUSTOMER DID NOT ACCURATELY DESCRIBE THE PROBLEM
DEALERSHIPS PRODUCE ___________ WHEN CONDUCTING REPEAT REPAIRS
DUE TO MISSED FIXED FIRST VISIT
FEWER HOURS, MORE UNHAPPY CUSTOMERS AND FEWER PROFITS
HOW FREQUENTLY SHOULD YOU REFER TO YOUR SERVICE QUALITY ACTION
PLAN WHILE MONITORING YOUR PROGRESS?
DAILY
WHICH AREA PRESENTS THE BIGGEST OPPURTUNITY FOR IMPROVEMENT TO
FIX FIRST VISIT?
WARRANTY WORK
WHICH IS NOT A CRITERIA J.D. POWER USES TO MEASURE SERVICE
QUALITY?
COST OF SERVICE COMPARED WITH COMPETING FACILITIES
WHICH OF THE FOLLOWING ACTIONS ACKNOWLEDGES THE CUSTOMER, AND
HELPS MAKE A POSITIVE FIRST IMPRESSION?
GREET THE CUSTOMER WITHIN TWO MINUTES OF THEIR ARRIVAL
A BEST PRACTICE IS TO REVIEW EACH LINE OF THE _________ WITH THE
CUSTOMER DURING VEHICLE PICK-UP
REPAIR ORDER
WHICH STELLANTIS RESOURCE IS AVAILABLE TO HELP IDENTIFY SERVICE
IMPROVEMENTSTO INCREASE DEALERS OVERALL FFV SCORES?
repair quality specialist
WHICH RESOURCE WOULD YOU USE TO HELP COMPLETE THE AREA OF
CONCERN PORTION OF THE SERVICE QUALITY ACTION PLAN?
SERVICE QUALITY PROCESS ASSESSMENT
IMPROVING SERVICE QUALITY IS A TEAM EFFORT PRIMARILY BETWEEN WHIC
TWO PARTIES?
stellantis and dealerships
WHICH STEP PROVIDES TECHNICIANS THE INFORMATION THEY WILL NEED TO
COMPLETE YOUR CUSTOMERS VEHICLE REPAIR?
THOROUGHLY DOCUMENTING THE CUSTOMERS CONCERNS
MIKES SERVICE CUSTOMER IS UPSET BECAUSE HE FOUND OUT HE WAS DUE
FOR AN OIL CHANGE TWO DAYS AFTER HAVING HIS VEHICLE IN FOR SERVICE.
WHICH ITEM ON THE SERVICE QUALITY PROCESS ASSESSMENT CAN MIKE
FOCUS ON TO PREVENT THIS FROM HAPPENING IN THE FUTURE?
IDENTIFY OPEN RECALLS AND SERVICE ACTIONS
What do cust cite as the primary reason for being unhappy with their service
visit?
treatment by dealer/staff
Which Stellantis resource allows techs to communicate with one another on
technical issues through the service library?
2023 Exam with complete solution
WHICH IS NOT A PRIMARY CAUSE FOR NOT MEETING FIXED FIRST VISIT?
CUSTOMER DID NOT ACCURATELY DESCRIBE THE PROBLEM
DEALERSHIPS PRODUCE ___________ WHEN CONDUCTING REPEAT REPAIRS
DUE TO MISSED FIXED FIRST VISIT
FEWER HOURS, MORE UNHAPPY CUSTOMERS AND FEWER PROFITS
HOW FREQUENTLY SHOULD YOU REFER TO YOUR SERVICE QUALITY ACTION
PLAN WHILE MONITORING YOUR PROGRESS?
DAILY
WHICH AREA PRESENTS THE BIGGEST OPPURTUNITY FOR IMPROVEMENT TO
FIX FIRST VISIT?
WARRANTY WORK
WHICH IS NOT A CRITERIA J.D. POWER USES TO MEASURE SERVICE
QUALITY?
COST OF SERVICE COMPARED WITH COMPETING FACILITIES
WHICH OF THE FOLLOWING ACTIONS ACKNOWLEDGES THE CUSTOMER, AND
HELPS MAKE A POSITIVE FIRST IMPRESSION?
GREET THE CUSTOMER WITHIN TWO MINUTES OF THEIR ARRIVAL
A BEST PRACTICE IS TO REVIEW EACH LINE OF THE _________ WITH THE
CUSTOMER DURING VEHICLE PICK-UP
REPAIR ORDER
WHICH STELLANTIS RESOURCE IS AVAILABLE TO HELP IDENTIFY SERVICE
IMPROVEMENTSTO INCREASE DEALERS OVERALL FFV SCORES?
repair quality specialist
WHICH RESOURCE WOULD YOU USE TO HELP COMPLETE THE AREA OF
CONCERN PORTION OF THE SERVICE QUALITY ACTION PLAN?
SERVICE QUALITY PROCESS ASSESSMENT
IMPROVING SERVICE QUALITY IS A TEAM EFFORT PRIMARILY BETWEEN WHIC
TWO PARTIES?
stellantis and dealerships
WHICH STEP PROVIDES TECHNICIANS THE INFORMATION THEY WILL NEED TO
COMPLETE YOUR CUSTOMERS VEHICLE REPAIR?
THOROUGHLY DOCUMENTING THE CUSTOMERS CONCERNS
MIKES SERVICE CUSTOMER IS UPSET BECAUSE HE FOUND OUT HE WAS DUE
FOR AN OIL CHANGE TWO DAYS AFTER HAVING HIS VEHICLE IN FOR SERVICE.
WHICH ITEM ON THE SERVICE QUALITY PROCESS ASSESSMENT CAN MIKE
FOCUS ON TO PREVENT THIS FROM HAPPENING IN THE FUTURE?
IDENTIFY OPEN RECALLS AND SERVICE ACTIONS
What do cust cite as the primary reason for being unhappy with their service
visit?
treatment by dealer/staff
Which Stellantis resource allows techs to communicate with one another on
technical issues through the service library?
