CX COORDINATOR EXAM STELLANTIS
improving service quality is a team effort primarily between two parties - Answers -
service and parts personnel
dealerships produce ________ when conducting repeat repairs due to missed fixed first
- Answers - fewer hours, more unhappy customers and fewer profits
which is not a primary cause for not meeting fixed first visit - Answers - customer did not
accurately describe the problem
how frequently should you refer to your service quality action plan while monitoring your
progress - Answers - daily
which is not a criteria j.d. power uses to measure service quality? - Answers - cost of
service compared with competitors
which stellantis resource allows technicians to communicate with one another on
technical issues - Answers - tech forum
which area presents the biggest opportunity for improvement to fix first visit? - Answers -
routine maintenance
which of the following actions acknowledges the customer and helps make a positive
first impression? - Answers - greet the customer within two minutes of their arrival
which resource would you use to help complete the area of concern portion of the
service quality auction plan - Answers - service quality process assment
which stellantis recourse is available to help identify service process improvements to
increase dealers overall ffv scores? - Answers - witech guided diagnostics
which step provides technicians the info they need to complete your customers vehicle -
Answers - thoroughly documenting the customers concern
improving service quality is a team effort primarily between two parties - Answers -
service and parts personnel
dealerships produce ________ when conducting repeat repairs due to missed fixed first
- Answers - fewer hours, more unhappy customers and fewer profits
which is not a primary cause for not meeting fixed first visit - Answers - customer did not
accurately describe the problem
how frequently should you refer to your service quality action plan while monitoring your
progress - Answers - daily
which is not a criteria j.d. power uses to measure service quality? - Answers - cost of
service compared with competitors
which stellantis resource allows technicians to communicate with one another on
technical issues - Answers - tech forum
which area presents the biggest opportunity for improvement to fix first visit? - Answers -
routine maintenance
which of the following actions acknowledges the customer and helps make a positive
first impression? - Answers - greet the customer within two minutes of their arrival
which resource would you use to help complete the area of concern portion of the
service quality auction plan - Answers - service quality process assment
which stellantis recourse is available to help identify service process improvements to
increase dealers overall ffv scores? - Answers - witech guided diagnostics
which step provides technicians the info they need to complete your customers vehicle -
Answers - thoroughly documenting the customers concern
