5S
Which 5S involves a genuine smile and warm welcome?
Hint: It starts with 'S'
Answer: Smile & Greet
What step in the 5S Customer Experience do we discuss maintenance options with our customers?
(Hint: it's the second to last step)
Answer: 'Setting clear expectations'
Directly coach a team on Smile & Greet: What phrase do you use to remind them?
Answer: 'Welcome to Tesla'
Customer calls in where a Service Advisor answers with 'Tesla Service'. What steps are missed in this initial interaction?
Answer: Name, Location, how we may best assist
What resource is used to coach to 5S behaviors in real time?
Answer: Observation Form
Using a customer's name builds rapport in which S?
A) Show Empathy, B) Service by Name
Answer: B
How often should a cabin air filter be offered for our Model X and S vehicles?
Standard Filter: Every 2 years
Bonus: Hepa 3 Years
What resource is available to recognize and promote positive behaviors.
Answer: Sparc badges
The HEARD method stands for..
Answer: Hear, Empathize, Acknowledge, Resolve, Delight the customer
This report provides insight on front of house business health including customer responsiveness, CSAT, Seamless, Key to key, etc..
Answer: Service Front of House Scorecard
Which 5S uses active listening?
Hint: Validate feelings like frustration
Answer: Show Empathy
How much Margin do we make off a Model Y windshield?
$900+-
What does the EIC model stand for?
Example, Impact, Change
WILDCARD: How much did Elon almost sell Google for in 2013?
Answer: $6 Billion
Answer: Time in status drill down
Communicate timelines and options transparently—which S?
Answer: Set Clear Expectations.
WILDCARD 2X: How much did Elon Musk make from the PayPal sale?
165 million Dollars
In Q3 2026 how many online masteries is required to obtain S4 for Technicians?
Answer: Completion of all 6 online masteries (thermal added)
WILDCARD 2x: What Video Game did Elon Musk and at what age?
Blastar at 12 years old
This tool on SCA allows advisors to obtain quick information on warranties, repairs, and policies
Answer: Service Assist
Valet the customers vehicle
Hint: It ends with satisfaction
Answer: Satisfy & Elevate
What is the highest grossing revenue stream generated QTD for So-Cal?
Wheel and Tires - 7.6 M!
WILDCARD 2X points: After Elon sold his first company, Zip2, what first major personal purchase did he make?
McLaren F1
Customer is hesitant about battery and drive unit longevity as their warranties are expiring soon. What new resource does Tesla offer now?
Answer: Extended Battery and Drive Unit warranty for Model 3 and Y vehicles- 2 years or 30,000 miles
WILDCARD 2x: How many kids does Elon have?
14