Service Department Quiz

Questions and Answers

Which of the following are part of the service department? (Select all that apply)

Service, Sales, Parts

Service, Parts, Body Shop (correct)

Sales, Service, Operations

Operations, Parts, Service (correct)

How do Service Advisors support the Sales Department?

By cross-selling vehicles when offering service recommendations (correct)

By being Service Advisors that customers want to work with and return to for service, which makes them likely to return to purchase a vehicle (correct)

By displaying new vehicle brochures in the service lounge

By taking shifts in Sales at month end and other busy times

Why is the Service Advisor’s job so important to Store success?

Because customers refer to Service Advisors by name on their CVP surveys (correct)

Because customers depend on Service Advisors to tell them when they should consider a new vehicle purchase

Because customers are likely to see Service Advisors more often than their salespeople (correct)

Because Service Advisors know all the technology in customer vehicles

On average, how many customers return to their selling dealership for service and their next vehicle purchase?

<p>One out of five</p> Signup and view all the answers

How does the Sales Department support the Service Department?

<p>Introduce customers to the Service Department at new vehicle delivery</p> Signup and view all the answers

Study Notes

Service Department Overview

Key components of the service department include Service, Parts, and Body Shop.
Collaboration between Service, Sales, and Operations is essential but not all are part of the service department.

Role of Service Advisors

Service Advisors enhance customer relations, encouraging repeat service and vehicle purchases.
They contribute to the Sales Department by cross-selling vehicles during service recommendations.

Importance of Service Advisors

Service Advisors are pivotal for store success as they are frequently interacted with by customers, more so than salespeople.
Direct customer interaction and name recognition on surveys highlight their impact on customer satisfaction.

Customer Return Rates

On average, four out of five customers return to their selling dealership for service and their next vehicle purchase.
This emphasizes the importance of maintaining a positive service experience for customer retention.

Support Between Departments

The Sales Department aids the Service Department by identifying loyal customers to ensure tailored service.
Key practices include following up on customer satisfaction and introducing them to the Service Department during vehicle delivery.