Oil
Customer Service
Brakes & Services
SOIP
Marketing
100
What makes Pennzoil Platinum motor oil different from the competition?
It's made from Natural Gas Pure Plus Technology
100
The telephone should be answered before the _____ ring
Third
100
What is the new name that will be used for full our Brakes & Services locations?
Jiffy Lube Multicare
100
How often should the Customer lounge, Customer restroom and coffee station be tidied up?
Every two (2) hours
100
What 2x2 Poster should be in your lounge?
Leave Worry Behind, Jiffy Lube Pledge of Satisfaction
200
When should you recommend to the customer Pennzoil Platinum High Mileage Vehicle motor oil?
When the customer has a vehicle with high mileage over 75k and requires a full synthetic motor oil.
200
Who is responsible for completing the Activity Board prior to opening?
Opening Manager
200
How do you determine if the brake fluid needs to be replaced?
By performing a brake fluid corrosion test on every vehicle or OEM time / mileage recommendations
200
During the lounge review with the Customer what should be mentioned to the Customer?
The location of the magazine rack, location of the coffee machine and location of the restroom.
200
Who is the VP of Marketing for Allied Lube?
Maggie Chapdelaine
300
What Pennzoil Platinum Euro motor oil should be used to meet the Volkswagen Standard - V505 00?
Platinum Euro 5W40
300
What is the proper way to answer the telephone?
Thank you for calling Jiffy Lube on _____ street. This is Dave, how may I help you today?
300
What is the cost of a Jiffy Lube Brake Inspection?
FREE
300
How many points are missed on the Customer Mystery Shop if you do not use the proper Welcome with the Customer?
10 points
300
What is the JLI National online coupon oil change offer?
$5 off of Signature Service
400
What are 2 of the 4 key benefits of a Pennzoil High Mileage?
Specially designed for engines over 75,000 miles, helps replenish worn and leaky seals, helps restores lost compression, helps reduce oil consumption
400
What is the proper Welcome to receive 10 points on CEMS?
Welcome to Jiffy Lube, my name is ______ how may we help you today?
400
The vehicle's brake fluid measures below the minimum. Which color should be indicated on the ROC?
Red
400
How many points are missed on the Customer Mystery Shop if the Customer is not asked for or confirmed their email address?
10 points
400
Where is the appropriate place for the National Fleet Decal in your store?
On the Gray stripe of your front entrance door
500
A Honda transmission in some situations calls for Pennzoil Platinum CVT-2, What does CVT stand for?
Continuously Variable Transmission
500
What is the most missed Customer Contact information during a CEMS visit?
Customer's email address
500
Who is responsible for brake inspections under the Jiffy Lube Multicare model?
The UBT or CT
500
What operational Excellence Tool is your Business plan for the day?
The Activity Board
500
Who is the driver of the #22 Pennzoil NASCAR?
Joey Logano
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