Mazda Training manual — part 169

Level Test

MARKING SHEET

Delegate’s Name:

Dealership Location:

Tester’s Name:

Date of Test:

Tester’s overall comments:

Tester’s signature:

Date:

Reviewer’s overall comments:

Reviewer’s Name:

Reviewer’s signature:

Date:

Curriculum Training

5

Level Test

SOLUTIONS FOR NUMBER ONE

ACTION MAXIMUM

MARKS TO

AWARD

MARKS

GIVEN

Conflict Management

–

Being Assertive:

5

–

Items such as: expressing thoughts, feelings and beliefs in a direct,
honest and appropriate way; working towards a “win-win” solution;
never moving into aggressiveness

5

–

Being Cooperative:

5

–

Items such as: allowing some give and take; taking care to
understand the customer’s point of view; working with the
customer as a fellow team member; again working towards a
“win-win” solution

5

Problem Solving

–

Understanding the Problem:

3

–

Items such as: understanding the aim; understanding what the
unknowns are; understanding available, missing or irrelevant
information

2

–

Devising a Plan:

5

–

Items such as: looking for a pattern; using a technique used
elsewhere; devising and assessing the plan; deciding whether it
will work

5

–

Carrying Out the Plan:

5

–

Items such as: presenting and agreeing the plan; implementing
the plan; checking each step as you go; recording what has
happened

5

–

Looking Back:

3

–

Items such as: checking the results; asking whether we could have
used a better method

2

50

Supporting comments (continue on reverse if necessary)

Curriculum Training

6

Level Test

SOLUTIONS FOR NUMBER TWO

ACTION MAXIMUM

MARKS TO

AWARD

MARKS

GIVEN

Resolving Complaints

–

Apologising:

5

–

Items such as: focusing on the customer; listening; not correcting
them; apologising in the right tone and with the right body language

5

–

Empathising:

5

–

Items such as: confirming understanding of the effect on the
customer; using sincere voice

5

–

Reassuring:

5

–

Items such as: stating how you will fix the immediate problem;
making sure the customer is totally satisfied; explaining how
you will stop it happening again

5

Building Good Relationships

5

Items such as: matching; the right voice; the right body language;
respecting their world

5

Saying No:

5

–

Items such as: listening carefully to the request; thinking
carefully before you respond; saying no politely; explaining
clearly why; stressing that you don’t want to over-promise and
under-deliver; offering a compromise; listening again and
keeping going round the loop until agreement is reached.

5

50

Supporting comments (continue on reverse if necessary)

Curriculum Training

7

Level Test

SOLUTIONS FOR NUMBER THREE

ACTION MAXIMUM

MARKS TO

AWARD

MARKS

GIVEN

Understanding outside and inside sources of stress:

5

Items such as: stresses from job, family, finances; stresses from
your own feelings, beliefs and attitudes

5

Recognising the symptoms of stress:

5

Items such as: headaches; muscular tension; sleeping poorly;
anxiety

5

Recognising the impact at work:

5

Items such as: poor morale; loss of confidence; absenteeism; poor
performance; poor service

5

Getting stress under control:

–

Being aware of what stresses you – and your reaction:

3

–

Items such as: notice your distress; don’t ignore it; don’t gloss over
your problems; notice how your body responds to stress

2

–

Recognising what you can change:

3

–

Items such as: trying to avoid or eliminate the causes; trying to
reduce their intensity; trying to take a break; working with your
colleagues to minimise overall stress

2

–

Moderating your responses:

3

–

Items such as: not overreacting; not expecting to please
everyone; putting the situation in perspective; slow, deep
breathing

2

–

Building your reserves:

3

–

Items such as: exercising; taking breaks; getting enough sleep;
developing supportive relationships; expecting some
frustrations

2

50

Supporting comments (continue on reverse if necessary)

Curriculum Training

8