Service Advisor Knowledge assessment
Service Advisor Knowledge Assessment
Test your expertise in service advising with our comprehensive quiz designed specifically for automotive professionals. This quiz covers key concepts of customer service, warranty essentials, and performance indicators critical to your role.
- 11 engaging multiple-choice questions
- Assess your knowledge on KPIs and customer retention
- Focus on warranty coverage and service excellence
Which of the following is the correct definition of Key Performance Indicators (KPI)?
Performance measures that mislead progress towards a desirable outcome
KPI's neglect the implementation and effectiveness of an organization's strategies
KPI's determine the gap between actual and targeted performance
KPI's determine organization effectiveness and operational incompetence
Customer service retention refers to the activities and actions that a company takes to:
Reduce the number of customer defections
Increase the number of customer defections
Reduce the number of customer loyalties
Increase workshop productivity
Service excellence is taking ______ to create _____ for _____.
Action, value, someone else
Next step up, revenue, the management
Decision, task, someone else
Next step up, more value, someone else
Net Promoter Score is a key indicator of our customers':
NPS: likelihood of a customer to promote
NPS: likelihood of a customer to promote
Service excellence
Loyalty
Interest
Revenue
What are the three key drivers for customers retention?
Establishing a relationship / Offering low prices / Adding value to their experience
Establishing a relationship / Building trust / Adding more value to their experience
Establishing a relationship / Building trust / Following up
Establishing a relationship / Building trust / Building world class data base
The warranty period on any vehicle for all coverage begins on:
Date on which PDI is performed
Customer receiving their new vehicle
Vehicle is officially registered
Vehicle shipped and arriving at port
Warranty repairs are performed using:
New genuine GM parts only
Parts kept in store for long time
Any suitable part that was re-manufactured
New, re-manufactured or refurbished GM parts
What is the warranty coverage on windshields and glass windows?
12 months / 30,00 km whichever comes first
12 months unlimited mileage on chippings only
12 months regardless of mileage for defects in material or workmanship
6 month / 10,000 km for defects in material or workmanship
A customer complained that his new vehicle with 625 km mileage on it is pulling to the right, and is asking for wheel alignment. As an advisor you should:
Perform wheel alignment under warranty
Advise the customer to wait till the first service
Vehicle cannot be aligned due to low mileage
Inform the customer that it is a paid-for repair
Advice the customer to being the vehicle at 5000 km mileage
A customer had a genuine GM Accessories air filter installed on his vehicle during the THIRD service. What is the warranty coverage on this part?
Balance of the applicable portion of the New Vehicle Limited Warranty
1 year / 20,000 km whichever comes first
Balance of the applicable portion of the New Vehicle Limited Warranty or 1 year/20,000 KM whichever is greater
Warranty does not cover aftermarket parts
Battery replacement during the second year is covered by:
Warranty covers labor and customer covers Parts
Total Parts & Labor are split 50/50 between warranty and customer
Warranty covers Parts and customer pays labor
Customer pays 50% of the retail price of the battery
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