Service Advisor Knowledge assessment

A knowledgeable service advisor assisting a customer in a modern automotive service center, with charts and performance metrics visible in the background.

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

11 Questions3 MinutesCreated by AdvisingPro256

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

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

Service Advisor Knowledge assessment

Service Advisor Knowledge Assessment

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