Service & Parts Quiz
Questions and Answers
- 1.
We need to send rich content for every Service and Parts chat.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
While it is important to include as much as you can, your chat will not be graded negatively if you do not have it.Rate this question:
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- 2.
What is the second step of any Service or Part chat?
- A.
Acknowledge their question.
- B.
Assure of assistance.
- C.
Send a greeting.
- D.
Check the notes.
Correct Answer
C. Send a greeting.Explanation
The second step of any Service or Part chat is to send a greeting. This is important as it helps to establish a friendly and welcoming tone for the interaction. By sending a greeting, the service or parts representative acknowledges the customer's presence and shows that they are ready to assist. It sets a positive atmosphere and helps to build rapport with the customer, which can contribute to a more effective and satisfactory chat experience.Rate this question:
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- 3.
We can schedule service for a recall appointment.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement "We can schedule service for a recall appointment" is false. In most cases, a recall appointment is scheduled by the manufacturer or the authorized dealership to address a safety issue or a defect in a product. The customer typically receives a notification about the recall and is asked to bring their product in for service. The scheduling is usually done by the manufacturer or the dealership, not by the customer.Rate this question:
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- 4.
We cannot schedule an appointment for body work.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement indicates that it is not possible to schedule an appointment for body work. Therefore, the correct answer is true, indicating that scheduling an appointment for body work is not possible.Rate this question:
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- 5.
What is the first question we ask a customer in a Parts chat after sending the greeting, acknowledging their question, and assuring them of assistance?
- A.
"Have you purchased parts with us before?"
- B.
"What is the year, make, and model of your vehicle?"
- C.
'What type of part do you need?"
Correct Answer
A. "Have you purchased parts with us before?"Explanation
All of the questions are needed for a Parts chat, but this is the second one you would ask for.Rate this question:
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- 6.
What is the very first thing we do for Service and Parts chats?
- A.
Check the notes
- B.
Open the origination URL
- C.
Check the priority notes for a specific greeting.
- D.
Send the proper greeting
Correct Answer
C. Check the priority notes for a specific greeting.Explanation
This is the first thing we do for all chats. Just wanted to make sure you remembered :)Rate this question:
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