What is the FIRST step in the service write-up process?
Correct!
Wrong!
A thorough vehicle inspection helps identify all needed repairs and builds customer trust.
Which document outlines the specific repairs to be performed and requires customer authorization?
Correct!
Wrong!
The repair order is a legal document that details services and costs.
What is the BEST way to handle a customer complaint about repair costs?
Correct!
Wrong!
Active listening and empathy help de-escalate concerns while explaining value.
Which of these is a key component of effective communication with customers?
Correct!
Wrong!
Avoiding technical jargon ensures clear understanding of repairs.
Why is it important to document pre-existing vehicle damage during write-up?
Correct!
Wrong!
Documentation protects the shop from liability for unrelated damage.
What should a service consultant do if a repair exceeds the original estimate?
Correct!
Wrong!
Ethical practice requires customer approval for additional costs.
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Which of these demonstrates proactive customer service?
Correct!
Wrong!
Proactive communication builds trust and reduces frustration.
What is the primary purpose of a service history record?
Correct!
Wrong!
Detailed records help recommend timely maintenance and justify repairs.
How should a service consultant handle a customer who declines recommended repairs?
Correct!
Wrong!
Respecting customer decisions while documenting concerns is a best practice.