CXEXAM APPLYING SERVICE
QUALITY UPDATED Exam Questions and
CORRECT Answers
WHICH IS NOT A PRIMARY CAUSE FOR NOT MEETING FIXED FIRST VISIT? -
Correct Answer- CUSTOMER DID NOT ACCURATELY DESCRIBE THE PROBLEM
DEALERSHIPS PRODUCE ___________ WHEN CONDUCTING REPEAT REPAIRS
DUE TO MISSED FIXED FIRST VISIT - Correct Answer- FEWER HOURS, MORE
UNHAPPY CUSTOMERS AND FEWER PROFITS
HOW FREQUENTLY SHOULD YOU REFER TO YOUR SERVICE QUALITY ACTION
PLAN WHILE MONITORING YOUR PROGRESS? - Correct Answer- DAILY
WHICH AREA PRESENTS THE BIGGEST OPPURTUNITY FOR IMPROVEMENT TO
FIX FIRST VISIT? - Correct Answer- WARRANTY WORK
WHICH IS NOT A CRITERIA J.D. POWER USES TO MEASURE SERVICE QUALITY? -
Correct Answer- COST OF SERVICE COMPARED WITH COMPETING FACILITIES
WHICH OF THE FOLLOWING ACTIONS ACKNOWLEDGES THE CUSTOMER, AND
HELPS MAKE A POSITIVE FIRST IMPRESSION? - Correct Answer- 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 - Correct Answer- REPAIR ORDER
WHICH STELLANTIS RESOURCE IS AVAILABLE TO HELP IDENTIFY SERVICE
IMPROVEMENTSTO INCREASE DEALERS OVERALL FFV SCORES? - Correct
Answer- repair quality specialist
WHICH RESOURCE WOULD YOU USE TO HELP COMPLETE THE AREA OF
CONCERN PORTION OF THE SERVICE QUALITY ACTION PLAN? - Correct Answer-
SERVICE QUALITY PROCESS ASSESSMENT
QUALITY UPDATED Exam Questions and
CORRECT Answers
WHICH IS NOT A PRIMARY CAUSE FOR NOT MEETING FIXED FIRST VISIT? -
Correct Answer- CUSTOMER DID NOT ACCURATELY DESCRIBE THE PROBLEM
DEALERSHIPS PRODUCE ___________ WHEN CONDUCTING REPEAT REPAIRS
DUE TO MISSED FIXED FIRST VISIT - Correct Answer- FEWER HOURS, MORE
UNHAPPY CUSTOMERS AND FEWER PROFITS
HOW FREQUENTLY SHOULD YOU REFER TO YOUR SERVICE QUALITY ACTION
PLAN WHILE MONITORING YOUR PROGRESS? - Correct Answer- DAILY
WHICH AREA PRESENTS THE BIGGEST OPPURTUNITY FOR IMPROVEMENT TO
FIX FIRST VISIT? - Correct Answer- WARRANTY WORK
WHICH IS NOT A CRITERIA J.D. POWER USES TO MEASURE SERVICE QUALITY? -
Correct Answer- COST OF SERVICE COMPARED WITH COMPETING FACILITIES
WHICH OF THE FOLLOWING ACTIONS ACKNOWLEDGES THE CUSTOMER, AND
HELPS MAKE A POSITIVE FIRST IMPRESSION? - Correct Answer- 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 - Correct Answer- REPAIR ORDER
WHICH STELLANTIS RESOURCE IS AVAILABLE TO HELP IDENTIFY SERVICE
IMPROVEMENTSTO INCREASE DEALERS OVERALL FFV SCORES? - Correct
Answer- repair quality specialist
WHICH RESOURCE WOULD YOU USE TO HELP COMPLETE THE AREA OF
CONCERN PORTION OF THE SERVICE QUALITY ACTION PLAN? - Correct Answer-
SERVICE QUALITY PROCESS ASSESSMENT
