CXEXAM APPLYING SERVICE QUALITY Concepts
Exam Questions and Answers
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
Exam Questions and Answers
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
