Customer Retention Quiz: What Do You Know?

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John

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Quizzes Created: 1 | Total Attempts: 703

Questions: 9 | Attempts: 703 | Updated: Mar 21, 2023

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Customer Retention Quiz: What Do You Know? - Quiz

What do you know about customer retention? Every business aims to either gain new customers or be able to retain the ones that they have. The quiz below is based on enhancing Customer Retention Culture Conditions based on Actual Vehicle Needs. Take up this quiz and get to see just how good you are as a salesperson. Give it a try!

Questions and Answers

1.

Setting Expectations…At Write Up Make sure all customer contact information is current and set an expectation of a realistic time to update the customer on vehicle status.
- A.
  
  This ASSURES your opportunity to review the inspection results with the customer and recommend additional needed services AS SOON AS POSSIBLE! Which is essential for Service Sales Strategies Success!
- B.
  
  This helps because our accounting department is detail-oriented and it makes them smile when the correct information is in the system.
- C.
  
  This is not a good policy because some customers want to call us instead
- D.
  
  This sounds good but it's not really realistic, Advisors are super busy and can't be expected to call their customers, after all, they still have to go to lunch and check Facebook.
Correct Answer
A. This ASSURES your opportunity to review the inspection results with the customer and recommend additional needed services AS SOON AS POSSIBLE! Which is essential for Service Sales Strategies Success!

Explanation
The given answer explains that setting expectations and updating customer contact information is essential for the success of service sales strategies. By ensuring that customer information is current and providing a realistic timeframe for updating them on vehicle status, it allows the opportunity to review inspection results and recommend additional services as soon as possible. This helps in maximizing service sales and meeting customer needs promptly.

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2.

Your goal as a Professional Service Advisor should be that the customer would never have to call to check on the status of their vehicle because you call them when you promised to keep them updated.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The explanation for the given correct answer is that as a Professional Service Advisor, it is important to provide excellent customer service. By calling the customer when promised to keep them updated on the status of their vehicle, you are proactively addressing their needs and ensuring that they do not have to reach out to check for updates. This level of communication and follow-through demonstrates professionalism and builds trust with the customer. Therefore, the statement is true.

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3.

When calling a customer via the telephone, you always ask “is this a good time for you to talk?" or "do you have time to discuss your vehicle?"
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The correct answer is True because when calling a customer via the telephone, it is important to ask if it is a good time for them to talk or if they have time to discuss their vehicle. This shows respect for the customer's time and allows them to let you know if they are available for a conversation.

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4.

When contacting a customer with diagnostic findings and multipoint inspection results, and presenting a whole picture of their needs, always start the conversation with something positive about the vehicle.......Why?
- A.
  
  This will reassure the customer of the overall condition of their vehicle so improvements/repairs make sense
- B.
  
  In case the customer is depressed you don't want them to start crying
- C.
  
  You previously asked them "You want the good news first or the bad news first?", but ONLY if their choice is "The Good News"
- D.
  
  Because the customer may agree to repair the vehicle if they feel there are no other lurking concerns they are not aware of.
- E.
  
  Both A and D are correct and essential for Service Sales Strategies Success!
Correct Answer
E. Both A and D are correct and essential for Service Sales Strategies Success!

Explanation
Starting the conversation with something positive about the vehicle reassures the customer that their vehicle is in overall good condition. This reassurance is important because it helps the customer understand that any improvements or repairs suggested are necessary and make sense. Additionally, by highlighting the positive aspects of the vehicle, the customer may be more inclined to agree to the suggested repairs, especially if they feel there are no other hidden concerns they are not aware of. Therefore, both options A and D are correct and essential for successful service sales strategies.

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5.

The 'Related To" concept in your Prioritized Presentation refers to...
- A.
  
  Doing work on your in-laws car
- B.
  
  Packaging jobs that are related to another job together so they make more sense and have a better chance of being approved. An essential element of The Service Sales Strategies Process!
- C.
  
  Explaining what work the customer needs by providing an analogy that the customer can "relate to"
- D.
  
  Huh?
Correct Answer
B. Packaging jobs that are related to another job together so they make more sense and have a better chance of being approved. An essential element of The Service Sales Strategies Process!

Explanation
The "Related To" concept in the Prioritized Presentation refers to the practice of packaging jobs that are related to each other together. This is done to make the jobs more coherent and logical, increasing the likelihood of them being approved. It is an important component of The Service Sales Strategies Process.

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6.

The Prioritized Estimating Process Worksheet is critical and provides Service Advisors with the ability to effectively organize the presentation.
- A.
  
  More importantly, it allows the customer to understand what is being recommended to them and why the repair or service is needed.
- B.
  
  Is a tool to help you organize how to present additional service needs and diagnostic results to the customer
- C.
  
  Is far more effective than breaking everything down and giving the customer individual prices
- D.
  
  Using it makes priorities crystal clear and options easy to discuss
- E.
  
  All points above are correct and essential elements of the Service Sales Strategies Process!
Correct Answer
E. All points above are correct and essential elements of the Service Sales Strategies Process!

Explanation
The Prioritized Estimating Process Worksheet is a critical tool that allows Service Advisors to effectively organize their presentation. It not only helps the customer understand what is being recommended to them and why the repair or service is needed, but it also makes priorities clear and options easy to discuss. Breaking everything down and giving individual prices may not be as effective as using this worksheet to present additional service needs and diagnostic results to the customer. Therefore, all the points mentioned in the answer are correct and essential elements of the Service Sales Strategies Process.

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7.

The "Sell it as a Package" Technique is very simple... State everything that needs to be addressed on the vehicle in a complete list, then give the customer a total package price while incorporating the Prioritized Estimate Process technique. Wait until the bottom of the estimate and give the total price, ask for the sale and be silent to listen for the customer's responsibility. Be ready to suggest a "Plan B" just in case
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
This statement is true. The "Sell it as a Package" technique involves creating a complete list of all the things that need to be addressed on the vehicle and then giving the customer a total package price. This technique incorporates the Prioritized Estimate Process, where the estimate is presented from most important to least important repairs. The salesperson should wait until the bottom of the estimate to give the total price, ask for the sale, and then be silent to listen for the customer's response. It is also important to be ready with a "Plan B" in case the customer is not willing to proceed with the package.

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8.

You are a Service ____________. As such it's your job to advise customers of legitimate needs to keep their vehicle in tip-top shape, not just what is minimally required and MIGHT be ok.

Correct Answer
Advisor

Explanation
The given correct answer is "Advisor". In this context, the person is described as a "Service Advisor" whose role is to provide advice to customers regarding their vehicle maintenance needs. The statement emphasizes that the advisor's responsibility is to inform customers about legitimate requirements to maintain their vehicle in excellent condition, rather than suggesting only the bare minimum that might be acceptable.

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4

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Current Version
Mar 21, 2023

Quiz Edited by
ProProfs Editorial Team
Aug 28, 2014

Quiz Created by
John

Customer Retention Quiz: What Do You Know?

Setting Expectations…At Write Up Make sure all customer contact information is current and set an expectation of a realistic time to update the customer on vehicle status.

Your goal as a Professional Service Advisor should be that the customer would never have to call to check on the status of their vehicle because you call them when you promised to keep them updated.

When calling a customer via the telephone, you always ask “is this a good time for you to talk?" or "do you have time to discuss your vehicle?"

When contacting a customer with diagnostic findings and multipoint inspection results, and presenting a whole picture of their needs, always start the conversation with something positive about the vehicle.......Why?

The 'Related To" concept in your Prioritized Presentation refers to...

The Prioritized Estimating Process Worksheet is critical and provides Service Advisors with the ability to effectively organize the presentation.

You are a Service ____________. As such it's your job to advise customers of legitimate needs to keep their vehicle in tip-top shape, not just what is minimally required and MIGHT be ok.