SDO/CSI/PDI
In a large shop who schedules vehicles and tracks there movement through the shop?
What is The Dispatcher.
How one appears to be to another(body language) is know as what?
What is Mannerisms.
When does a repair order become a legal document?
What is When It Is Signed.
What are the five most common difficult costumers?
What are The Big Ego/The Conniver/The Bad Mouth/The Agitated Customer and The Dictator.
List four types of pay plans.
What Is Hourly/Salary/ Flat Rate/Incentives
CSI is used to show what.
What is Customer Satisfaction.
Answering the phone within 3 rings or less and identifying the place of business is know as what?
What is Proper Telephone Etiquette.
Three things that must be entered in customer information.
What is Name/Address/Telephone Numbers.
The percentage of unhappy customers that do not complain and do not return is what?
What is 96%
The amount of money a shop charges a customer per hour for work done to a car.
What is Labor Rate
What does PDI stand for.
What is Pre-Delivery Inspection.
The skill need to obtain the right information is know as?
What is Listening.
What is the maximum number of sub-estimates that can be created in Mitchell?
What is Nine (9).
It is necessary to great a disappointed customer with a _ _ _ _ _ , because they are expecting a hassle.
What is a SMILE.
This pay rate is referred to as book or flag time.
What is Flat Rate
Who determines customers needs and writes clear concise repair orders/
What is the Service Writer.
What types of questions do you ask the customer first/
What are General Questions.
The person authorizing the repairs/owner/agent acting on a owner's behalf is know as the _ _ _ _ _ _ _ _.
What is the CUSTOMER.
When dealing with an unhappy customer, you should treat them with the same _ _ _ _ _ _ _ _ that you would a customer who is making a purchase.
What is Courtesy.
This is used to record the time a employees time at work.
What is a Time Clock/ Time Ticket.
A survey that looks at "fit and finish" is considered what type of CSI?
What is Production Quality CSI.
What are the three "C's"
What are Concern/Cause/Correction.
The cost of tear down including the cost of reassembly will be found on the what?
What is The Tear Down, Inspect, And Reassemble Estimate.
The projection of one's own personality into the personality of another in order to understand them better; Ability to share in another's emotions or feelings is know as what?
What is Empathy.
This is used to provide a full work load for each technician.
What is a Service Control System.