Podcast
Questions and Answers
INFINITI's Quick VOC system is primarily designed to disregard Guest feedback.
INFINITI's Quick VOC system is primarily designed to disregard Guest feedback.
False (B)
The Quick VOC system aims to foster lasting relationships with Guests and improve dealership operations.
The Quick VOC system aims to foster lasting relationships with Guests and improve dealership operations.
True (A)
Quick VOC is a paper-based survey tool used to gather Guest feedback.
Quick VOC is a paper-based survey tool used to gather Guest feedback.
False (B)
The Quick VOC system is sent only to Guests who have purchased a vehicle.
The Quick VOC system is sent only to Guests who have purchased a vehicle.
Hot Alerts in the Quick VOC system indicate issues that require immediate attention.
Hot Alerts in the Quick VOC system indicate issues that require immediate attention.
Dealership personnel are expected to address Hot Alerts within 24 hours.
Dealership personnel are expected to address Hot Alerts within 24 hours.
Dealerships should check the online dashboard screen weekly for Hot Alerts.
Dealerships should check the online dashboard screen weekly for Hot Alerts.
A primary function of the Quick VOC system is to quickly resolve Guest problems and complaints.
A primary function of the Quick VOC system is to quickly resolve Guest problems and complaints.
Satisfied Guests are not acknowledged through the Quick VOC system.
Satisfied Guests are not acknowledged through the Quick VOC system.
The Quick VOC system only collects negative feedback from Guests.
The Quick VOC system only collects negative feedback from Guests.
The Quick VOC system forwards Guest feedback to a third-party company.
The Quick VOC system forwards Guest feedback to a third-party company.
Ignoring Hot Alerts on the online dashboard screen will improve Guest satisfaction.
Ignoring Hot Alerts on the online dashboard screen will improve Guest satisfaction.
The purpose of the VOC program is solely to reduce dealership costs.
The purpose of the VOC program is solely to reduce dealership costs.
Quick VOC surveys ONLY assess the cleanliness of the dealership.
Quick VOC surveys ONLY assess the cleanliness of the dealership.
The Quick VOC system helps to stagnate dealership operations.
The Quick VOC system helps to stagnate dealership operations.
The Quick VOC analysis solely relies on quantitative data.
The Quick VOC analysis solely relies on quantitative data.
Dealerships have up to 72 hours to address and resolve a Hot Alert.
Dealerships have up to 72 hours to address and resolve a Hot Alert.
The Quick VOC system is designed to replace personal interactions with Guests.
The Quick VOC system is designed to replace personal interactions with Guests.
The Quick VOC System provides Guests with an opportunity to provide immediate feedback to the dealership.
The Quick VOC System provides Guests with an opportunity to provide immediate feedback to the dealership.
Ignoring Guest feedback is a key component of the Quick VOC system.
Ignoring Guest feedback is a key component of the Quick VOC system.
Flashcards
Quick VOC
Quick VOC
A system for collecting Guest feedback to enhance performance and address concerns in INFINITI dealerships.
Purpose of Quick VOC
Purpose of Quick VOC
Immediate feedback to dealerships for swift resolution of concerns.
Function of Quick VOC
Function of Quick VOC
Resolve complaints and solve Guest problems quickly.
Quick VOC questions
Quick VOC questions
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Hot Alert
Hot Alert
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Dealership's role
Dealership's role
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Study Notes
- INFINITI uses the Quick VOC system to gather guest feedback for performance improvement.
- The system provides dealerships with immediate feedback.
- This allows for quick resolution of guest issues and concerns.
- The goal is to improve operations and the guest experience.
- Satisfied guests are acknowledged, which strengthens their relationship with INFINITI.
- It fosters lasting relationships with guests.
- It is an electronic survey tool that helps dealerships handle complaints and solve guest problems quickly.
Survey Questions
- The survey is sent to every INFINITI guest.
- Guests rate their overall purchasing/servicing experience.
System Functionality
- The system analyzes guest responses.
- It identifies issues needing immediate attention as "Hot Alerts".
Dealership Role
- Dealerships check the online dashboard daily for "Hot Alerts".
- "Hot Alerts" must be resolved within 24 hours.
- Resolution usually involves contacting the guest.
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