cxexam24 cx updates service Exam Questions and
Answers
How can Service Advisors use iShowroom's Vehicle Delivery Confirmation (previously OS
plus) to assist customers? - -To help answer any questions they might have about vehicle
features
-How can you help return the vehicle cleaner than when it arrived? - -not - Perform a
quick walkaround of the outside of the vehicle and use a cleaning spray to remove
smudges. This gives the customer a good first impression of cleanliness.
not- Use protective coverings on the floor, seat and steering wheel—and leave them when
returning the vehicle so the customer appreciates your effort.
-Which statement about multi-point inspection (MPI) results is true? - -Reviewing MPI
results with a customer while their vehicle is still in the shop provides the option to have
needed work performed during the same visit.
-Which of the following statements about customer settings (positions for the seat,
steering wheel, mirrors, radio setting, etc.) is true? - -They should only be altered when
necessary, and then restored to their original positions.
-Which is the most important customer need for Service Advisors to focus on during write-
up? - -Their primary concern (what they came in for)
-How can you review customer scores and comments on your performance gathered by
Stellantis customer surveys? - -Access the CX Survey Dashboard through DealerCONNECT.
-What is a good way to help ensure that vehicles are ready when promised? - -not- Allow
customers to schedule appointments whenever they want, regardless of shop workload.
not - Do not alert customers of delays until you are certain that the promise time cannot be
met.
-You're covering the service lane on your own and waiting on a customer. A second
customer enters. What should you do? - -Pause a moment to acknowledge the second
customer and say you'll be with them shortly.
-Beyond using VIP/wiADVISOR and your DMS to check warranty coverage and
maintenance history, which of the following is a best practice regarding a vehicle's service
history? - -not - Never use your DMS to personalize the customer experience or record
their preferences.
not - It's safe to assume that scheduled maintenance was performed on time
Answers
How can Service Advisors use iShowroom's Vehicle Delivery Confirmation (previously OS
plus) to assist customers? - -To help answer any questions they might have about vehicle
features
-How can you help return the vehicle cleaner than when it arrived? - -not - Perform a
quick walkaround of the outside of the vehicle and use a cleaning spray to remove
smudges. This gives the customer a good first impression of cleanliness.
not- Use protective coverings on the floor, seat and steering wheel—and leave them when
returning the vehicle so the customer appreciates your effort.
-Which statement about multi-point inspection (MPI) results is true? - -Reviewing MPI
results with a customer while their vehicle is still in the shop provides the option to have
needed work performed during the same visit.
-Which of the following statements about customer settings (positions for the seat,
steering wheel, mirrors, radio setting, etc.) is true? - -They should only be altered when
necessary, and then restored to their original positions.
-Which is the most important customer need for Service Advisors to focus on during write-
up? - -Their primary concern (what they came in for)
-How can you review customer scores and comments on your performance gathered by
Stellantis customer surveys? - -Access the CX Survey Dashboard through DealerCONNECT.
-What is a good way to help ensure that vehicles are ready when promised? - -not- Allow
customers to schedule appointments whenever they want, regardless of shop workload.
not - Do not alert customers of delays until you are certain that the promise time cannot be
met.
-You're covering the service lane on your own and waiting on a customer. A second
customer enters. What should you do? - -Pause a moment to acknowledge the second
customer and say you'll be with them shortly.
-Beyond using VIP/wiADVISOR and your DMS to check warranty coverage and
maintenance history, which of the following is a best practice regarding a vehicle's service
history? - -not - Never use your DMS to personalize the customer experience or record
their preferences.
not - It's safe to assume that scheduled maintenance was performed on time
