Mazda Training manual — part 146

Learning Check

Curriculum Training

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6.2 Learning

Quiz

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

1.

86%

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

2.

Loyal Advocate

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

3.

Treatment and convenience

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

4.

Anger and conflict

List three reasons why customers complain.

5.

Can be anything, but the biggest are: getting a service different to that expected
(lack of truth); poor advice; poor quality (workmanship or customer service).

What is the final stage in a typical customer process?

6.

No. 13 Customer follow-up

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.

The customer could at the very least refuse to pay for the work done

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

8.

If it is not clear from approved checklists, ask your manager

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

9.

Manage it and learn from the experience

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Curriculum Training

What is the Mazda Complaint Resolution Formula?

10.

Apologise – Empathise – Reassure

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

11.

From; matching, right voice, right body language and respecting their world

Complaints can become opportunities. How?

12.

By giving you a second chance to get things right and show the quality of your service

Why do complaints sometimes turn into conflict?

13.

If poor service is given to the customer a second time and they continue to be
dissatisfied

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

14.

Because it aims for both parties to be satisfied with the result – win/win

Name the four steps to problem solving.

15.

Understand – devise – carry out – look back

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

16.

Your own feeling, beliefs and attitudes – having low self-esteem, panic, being
worried and so on

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

17.

From: poor morale – loss of confidence – poor service – absenteeism – poor
performance

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.

Answers may vary but the main points need to be related to retaining
business, gaining new business and running a profitable business.

Learning Check

Curriculum Training

71

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.

Learning

Check

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Curriculum Training

Notes: