cxexam24 cx updates service with 100% correct solutions 2024

How can Service Advisors use iShowroom's Vehicle Delivery Confirmation (previously OS plus) to assist customers? correct answersTo help answer any questions they might have about vehicle features How can you help return the vehicle cleaner than when it arrived? correct answersnot - Perform a quick walkaround of the outside of the vehicle and use a cleaning spray to remove smudges. This gives the customer a good first impression of cleanliness. not- Use protective coverings on the floor, seat and steering wheel—and leave them when returning the vehicle so the customer appreciates your effort. Which statement about multi-point inspection (MPI) results is true? correct answersReviewing MPI results with a customer while their vehicle is still in the shop provides the option to have needed work performed during the same visit. Which of the following statements about customer settings (positions for the seat, steering wheel, mirrors, radio setting, etc.) is true? correct answersThey should only be altered when necessary, and then restored to their original positions. Which is the most important customer need for Service Advisors to focus on during write-up? correct answersTheir primary concern (what they came in for) How can you review customer scores and comments on your performance gathered by Stellantis customer surveys? correct answersAccess the CX Survey Dashboard through DealerCONNECT. What is a good way to help ensure that vehicles are ready when promised? correct answersnot- Allow customers to schedule appointments whenever they want, regardless of shop workload. not - Do not alert customers of delays until you are certain that the promise time cannot be met. You're covering the service lane on your own and waiting on a customer. A second customer enters. What should you do? correct answersPause a moment to acknowledge the second customer and say you'll be with them shortly. Beyond using VIP/wiADVISOR and your DMS to check warranty coverage and maintenance history, which of the following is a best practice regarding a vehicle's service history? correct answersnot - Never use your DMS to personalize the customer experience or record their preferences.