Introduction to Service "Road to the Sale" - Final Exam
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Tonia Zellmer
William Houston
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1. What must you do when presenting services to your customers?
Have the lowest price
Build value in them
Focus on the most expensive item
All of the above
Score 1
2. Name three of the top 10 traits of successful service advisors.
3.What’s the best way to win an Olympic gold medal?
separate answers with a comma
Score 3
4. What two characteristics need to be present in someone before you are willing to take their advice?
separate answers with a comma
5. What is the difference between Buying and Selling?
Score 5
6.You can get virtually everything you want in life by mastering the art of _______ _________.
7. One of the most important responsibilities you have as a service advisor is the way you handle incoming _______ ____ from customers.
Score 7
8. Customer calls in and asks “How much for an oil change?” Your response should be:
9. Provide four key words or phrases that build value while speaking with a customer.
separate answers with a comma
11. Rephrase the following statement. “I’m sorry, I can’t get you in until tomorrow”
12. You return to the service drive and a customer is standing, waiting for someone to help them. You don’t know how long they have been there. What do you say?
13. Name the ten steps to the “Road to the Sale”.
14. List four items that go into a proper and effective “Meet and Greet”.
separate ansers with a comma
15. What is the "10 Foot Rule"?
16. Why is rapport building important as it relates to the service customer?
17. What are the two types of mirroring when building rapport?
separate answers with a comma
18. How many points are there in the service walk around process?
Three
Five
Four
Six
19. What do you do with the customer before performing a walk around?
Explain walk around process highlighting benefits.
Invite customer on walk-around- moving counter clockwise to left rear
Explain MPI, benefits and ask permission to proceed.
All of the above
Total Point
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