Mazda Training manual — part 163

Learning Check

Curriculum Training

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6. Learning

Check

Now we shall:
• review the two day’s learning
• complete a Commitment Plan for implementation on return to work

6.1

Learning Checklist

Make a note of your learning at the end of each session. Note down the information that will
be of most use to you on your return to work.

Learning

Check

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Curriculum Training

6.2 Learning

Quiz

What % of customers, according to recent surveys, stated they were dissatisfied with
dealership employee competence?

1.

What is the top step of the Customer Ladder that you try to help all your customers to reach?

2.

In surveys, customers stated that quality and price were less important than what?

3.

If a complaint is badly handled, what might the result be?

4.

List three reasons why customers complain.

5.

What is the final stage in a typical customer process?

6.

What consequences could there be if the customer is told the cause of a reported
problem before the vehicle has been properly inspected by a qualified person?

7.

What should you do if you are unsure on the legal requirements for a vehicle (such as
tyre wear)?

8.

Sorting out a customer complaint is necessary, but is not the final thing we should be
doing. What else should we do?

9.

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What is the Mazda Complaint Resolution Formula?

10.

There are four ways to build a good relationship. Name two.

11.

Complaints can become opportunities. How?

12.

Why do complaints sometimes turn into conflict?

13.

Why is the collaborator mode the best attitude when in conflict?

14.

Name the four steps to problem solving.

15.

Stress comes from both external and internal influences. What are the internal stress
influencers?

16.

What can be one impact at work if you are stressed?

17.

Why is it so important that Mazda dealerships become known for their high quality of
service, and places where you can be assured of excellent workmanship?

18.

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Check

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Curriculum Training

6.3 Commitment

Plan

Think back to the learning from the last two days (use the learning check completed at the
end of each session to help you) and commit to 5 actions you will carry out on your return
to work.

1.

2.

3.

4.

5.

Thank you for your contribution over the last two days and good luck implementing your
learning on your return to work.