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Warranty Admin > MAINTAIN CUSTOMER & MANUFACTURER RELATIONS > Flashcards

MAINTAIN CUSTOMER & MANUFACTURER RELATIONS Flashcards

1
Q

ALL MANUFACTURERS REQUEST THE SAME INFORMATION FOR A WARRANTY CLAIM.

a. TRUE
b. FALSE

A

b. FALSE

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2
Q

THE SERVICE TECHNICIAN DETERMINES THE AMOUNT OF TIME A NEEDED REPAIR WILL TAKE TO COMPLETE.

a. TRUE
b. FALSE

A

a. TRUE

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3
Q

MOST WARRANTY CLAIMS ARE PAID BY THE CUSTOMER.

a. TRUE
b. FALSE

A

b. FALSE

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4
Q

ALL OF THE FOLLOWING INFORMATION IS NORMALLY NEEDED FOR A WARRANTY CLAIM EXCEPT:

a. DEALERSHIP’S NAME
b. VEHICLE MILEAGE
c. VEHICLE SERIAL NUMBER
d. VEHICLE’S CONDITION

A

d. VEHICLE’S CONDITION

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5
Q

DESCRIBE THE STEPS TO PROVIDING INFORMATION TO OBTAIN A REPAIR AUTHORIZATION.

A
  1. REVIEW THE MANUFACTURER OR OEM’S INFORMATION REQUIREMENTS AND CONTACT INFORMATION.
  2. OBTAIN THE NEEDED INFORMATION
  3. CONTACT THE MANUFACTURER TO PROVIDE THE INFORMATION THEY NEED TO AUTHORIZE THE REPAIR.
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6
Q

MANUFACTURERS ARE TRYING TO PROTECT THE CUSTOMER’S INTERSTS, WHILE THE DEALERSHIP IS TRYING TO PROTECT THEIR OWN FINANCIAL INTERESTS.

a. TRUE
b. FALSE

A

b. FALSE

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7
Q

YOU SHOULD NOT TAKE IT PERSONALLY IF A MANUFACTURER OR OEM REQUESTS ADDITIONAL INFORMATION OR DIAGNOSTICS BEFORE AUTHORIZING A CLAIM.

a. TRUE
b. FALSE

A

a. TRUE

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8
Q

WHEN A REQUEST FOR ADDITIONAL DIAGNOSTICS IS RECEIVED FROM THE MANUFACTURER, YOU SHOULD CONTACT THE:

a. CUSTOMER TO LET THEM KNOW THE MANUFACTURER IS CHALLENGING THEIR REPAIR REQUEST.
b. SALES MANAGER TO LET HIM/HER KNOW THE MANUFACTURER IS PLAYING HARD BALL
c. SERVICE TECHNICIAN TO COMMUNICATE WHAT THE MANUFACTURER IS REQUESTING.
d. SERVICE MANAGER SO HE/SHE CAN DECIDE WHAT TO DO NEXT

A

c. SERVICE TECHNICIAN TO COMMUNICATE WHAT THE MANUFACTURER IS REQUESTING.

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9
Q

AFTER THE ADDITIONAL INFORMATION REQUESTED BY THE MANUFACTURER IS PROVIDED, YOU SHOULD:

a. NEGOTIATE ON BEHALF OF THE CUSTOMER FOR APPROVAL OF THE REQUEST
b. THREATEN TO DISCONTINUE DOING BUSINESS WITH THEM IF THEY DON’T APPROVE THE REQUEST
c. ASSUME THE MANUFACTURER WILL APPROVE THE REQUEST
d. HAVE THE CUSTOMER MAKE A FOLLOW-UP CALL DIRECTLY TO THE MANUFACTURER

A

a. NEGOTIATE ON BEHALF OF THE CUSTOMER FOR APPROVAL OF THE REQUEST.

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10
Q

DESCRIBE THE STEPS TO PROVIDING ADDITIONAL INFORMATION FOR A WARRANTY REQUEST.

A
  1. COMMUNICATE ANY ADDITIONAL DIAGNOSTICS THAT NEED TO BE PERFORMED TO THE SERVICE TECH OR SERVICE WRITER/ADVISOR.
  2. PROVIDE THE ADDITIONAL INFORMATION REQUESTED TO THE MANUFACTURER OR OEM.
  3. OBTAIN THE AUTHORIZATION NUMBER FROM THE MANUFACTURER OR OEM FOR THE WORK.
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11
Q

YOU SHOULD IMMEDIATELY FILE AN APPEAL WITH THE MANUFACTURER OR OEM IF A WARRANTY CLAIM IS DENIED.

a. TRUE
b. FALSE

A

b. FALSE

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12
Q

MOST WARRANTY CLAIMS CAN BE PROCESSED WITHOUT A CUSTOMER SIGNATURE.

a. TRUE
b. FALSE

A

b. FALSE

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13
Q

WHICH OF THE FOLLOWING IS NOT NORMALLY REQUIRED WHEN FILING A WARRANTY CLAIM?

a. AUTHORIZATION NUMBER
b. CUSTOMER’S SIGNATURE
c. SERVICE TECHNICIAN’S SIGNATURE
d. UNIT MODEL AND SERIAL NUMBER

A

c. SERVICE TECHNICIAN’S SIGNATURE

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14
Q

THE MOST PROBABLE CONSEQUENCE OF FAILING TO CODE A WARRANTY CLAIM CORRECTLY AND COMPLETELY IS:

a. PAYMENT TO THE DEALERSHIP WILL BE DELAYED
b. THE DEALERSHIP MAY NOT GET REIMBURSED COMPLETELY FOR WORK ALREADY PERFORMED FOR THE CUSTOMER.
c. THE DEALERSHIP WILL GET A WARNING LETTER FROM THE MANUFACTURER.
d. THE CUSTOMER WILL HAVE TO PAY MORE

A

b. THE DEALERSHIP MAY NOT GET REIMBURSED COMPLETELY FOR WORK ALREADY PERFORMED FOR THE CUSTOMER.

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15
Q

IF YOU RECEIVED WORD FROM THE MANUFACTURER OR OEM THAT A SUBMITTED CLAIM HAS BEEN DENIED, YOU SHOULD:

a. FILE AN APPEAL
b. CONTACT THE CUSTOMER
c. INFORM THE SERVICE ADVISOR
d. CONTACT THE BETTER BUSINESS BUREAU

A

c. INFORM THE SERVICE ADVISOR

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16
Q

EVERY STATE HAS A LEMON LAW TO PROTECT MANUFACTURERS.

a. TRUE
b. FALSE

A

b. FALSE

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17
Q

A COMMON DELAY IN PROVIDING REPAIR SERVICE IS WAITING ON PARTS.

a. TRUE
b. FALSE

A

a. TRUE

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18
Q

WHEN CONTACTING THE MANUFACTURER TO APPRISE THEM OF A SERVICE DELAY, YOU SHOULD REQUEST THEIR ASSISTANCE IN EXPEDITING THE REPAIR.

a. TRUE
b. FALSE

A

a. TRUE

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19
Q

A VEHICLE THAT HAS BEEN IN FOR REPAIR THREE OR MORE TIMES FOR THE SAME PROBLEM, AND/ OR HAS BEEN OUT OF SERVICE FOR A CUMULATIVE TOTAL OF ___________ IS ELIGIBLE FOR A LEMON LAW CLAIM.

a. 10 DAYS
b. 15 DAYS
c. THE NUMBER OF DAYS SPECIFIED BY STATE LAW
d. THREE WEEKS

A

c. THE NUMBER OF DAYS SPECIFIED BY STATE LAW

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20
Q

ONCE YOU CONTACT THE MANUFACTURER FOR ASSISTANCE IN EXPEDITING SERVICE FOR A CUSTOMER, YOU SHOULD COMMUNICATE THE SOLUTION TO THE:

a. CUSTOMER
b. SERVICE MANAGER OR WRITER/ ADVISOR
c. GENERAL MANAGER
d. OEM

A

b. SERVICE MANAGER OR WRITER/ ADVISOR

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21
Q

MANUFACTURER WARRANTIES COVER REPAIRS FOR THE VEHICLE’S MAJOR COMPONENTS FOR A SPECIFIED PERIOD OF TIME.

a. TRUE
b. FALSE

A

a. TRUE

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22
Q

EXTENDED SERVICE CONTRACTS PROVIDE THE SAME COVERAGE AS THE ORIGINAL MANUFACTURER’S WARRANTY.

a. TRUE
b. FALSE

A

b. FALSE

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23
Q

ALL OF THE FOLLOWING ARE TRUE OF MOST MANUFACTURER WARRANTIES EXCEPT:

a. THEY REQUIRE AN AUTHORIZED DEALER PERFORM THE WORK
b. THEY SPECIFY THAT ROUTINE MAINTENANCE ON THE VEHICLE MUST BE PERFORMED AT SPECIFIED INTERVALS
c. THEY COVER ONLY MAJOR COMPONENTS SUCH AS DRIVE TRAIN, ENGINE, ETC.
d. THEY INCLUDE REPAIR AND REPLACEMENT DUE TO NORMAL WEAR AND TEAR.

A

c. THEY COVER ONLY MAJOR COMPONENTS SUCH AS DRIVE TRAIN, ENGINE, ETC.

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24
Q

ALL OF THE FOLLOWING ARE TRUE OF EXTENDED SERVICE CONTRACTS EXCEPT:

a. THEY ARE NOT AS COMPREHENSIVE AS THE ORIGINAL MANUFACTURER’S WARRANTY
b. THEY LIST COMPONENTS AND CLAIMS THAT ARE COVERED RATHER THAN WHAT’S EXCLUDED.
c. THEY ARE REGULATED BY STATE LAW
d. THEY PLACE AN UPPER LIMIT ON THE AMOUNT THAT WILL BE PAID ON A CLAIM.

A

c. THEY ARE REGULATED BY STATE LAW.

25
Q

DESCRIBE THE STEPS TO EXPLAINING MANUFACTURER WARRANTIES TO CUSTOMERS.

A
  1. DETERMINE THE REASON THE CUSTOMER WANTS TO KNOW MORE ABOUT THE MANUFACTURER’S WARRANTY.
  2. EXPLAIN TO THE CUSTOMER WHY THE REQUESTED WORK IS NOT COVERED BY THE WARRANTY.
  3. RECOMMEND OPTIONS TO THE CUSTOMER ON HOW TO HAVE THE WORK COMPLETED.
  4. FOLLOW-UP TO IMPLEMENT THE CUSTOMER’S DECISION.
26
Q

MOTOR VEHICLE SAFETY IS GOVERNED BY A NATIONAL HIGHWAY AND TRAFFIC SAFETY ACT.

a. TRUE
b. FALSE

A

b. FALSE

27
Q

THE LAW PERMITS DEALERSHIPS TO CHARGE CUSTOMERS FOR MAKING REPAIRS SPECIFIED BY A RECALL NOTICE ISSUED BY A MANUFACTURER.

a. TRUE
b. FALSE

A

a. TRUE

28
Q

OWNERS OF RECENTLY SOLD UNITS AFFECTED BY A RECALL SHOULD BE NOTIFIED OF THE RECALL BY THE DEALERSHIP.

a. TRUE
b. FALSE

A

a. TRUE

29
Q

ONCE PRESENTED FOR SERVICE BY THE OWNER, A VEHICLE AFFECTED BY A RECALL MUST BE REPAIRED WITHIN _______ DAYS.

a. 30
b. 60
c. 90
d. 120

A

b. 60 DAYS.

30
Q

ALL OF THE FOLLOWING ARE REASONS A RECALL NOTICE OR TECHNICAL SERVICE BULLETIN MIGHT BE ISSUED BY A MANUFACTURER EXCEPT:

a. TO CORRECT AN IDENTIFIED SAFETY PROBLEM
b. TO NOTIFY DEALERS OF A CHANGE IN POLICY
c. TO UPGRADE THE PERFORMANCE OF A PRODUCT OR ACCESSORY
d. TO IMPROVE THE KNOWLEDGE AND SKILLS OF THE SERVICE TECHNICIANS.

A

d. TO IMPROVE THE KNOWLEDGE AND SKILLS OF THE SERVICE TECHNICIANS.

31
Q

RECALL NOTICES CANNOT BE SENT TO DEALERS AND OWNERS UNTIL A DRAFT IS RECEIVED BY THE AGENCY RESPONSIBLE FOR THE RECALLS ENFORCEMENT.

a. TRUE
b. FALSE

A

a. TRUE

32
Q

THE WORD “URGENT” AND “IMPORTANT” MUST BE PRINTED ON THE FRONT OF THE ENVELOPE A DEALER USES TO SEND RECALL NOTICES TO OWNERS.

a. TRUE
b. FALSE

A

b. FALSE

33
Q

ENFORCEMENT OF RECALLS IS THE RESPONSIBILITY OF WHICH OF THE FOLLOWING GOVERNMENT AGENCIES?

a. BUREAU OF MOTOR VEHICLES
b. DEPARTMENT OF THE INTERIOR
c. NATIONAL SAFETY COUNCIL
d. NATIONAL HIGHWAY TRAFFIC SAFETY ADMINISTRATION

A

d. NATIONAL HIGHWAY TRAFFIC SAFETY ADMINISTRATION

34
Q

WHICH OF THE FOLLOWING IS THE MOST IMPORTANT ASPECT OF A RECALL A DEALER PERFORMS WHEN A NOTICE IS ISSUED BY A MANUFACTURER?

a. PROVIDING A LIST OF CUSTOMER NAMES AND ADDRESSES TO THE MANUFACTURERS
b. CALLING EACH CUSTOMER WHO SHOULD HAVE RECEIVED THE RECALL NOTICE
c. CONTACTING THE CUSTOMER OF ANY RECENTLY SOLD UNITS THAT ARE AFFECTED
d. PROVIDING THE DEALERSHIP’S LETTERHEAD AND ENVELOPES TO THE MANUFACTURER.

A

c. CONTACTING THE CUSTOMER OF ANY RECENTLY SOLD UNITS THAT ARE AFFECTED.

35
Q

THE OVERALL EFFORT OF THE MANUFACTURER TO NOTIFY OWNERS OF A RECALL AND GET THE REPAIRS MADE IS CALLED A(N):

a. UNDERTAKING
b. CAMPAIGN
c. COMMUNICATION
d. NOTIFICATION

A

b. CAMPAIGN

36
Q

DESCRIBE THE STEPS TO FOLLOWING-UP AN OPEN RECALL NOTICE OR TECHNICAL SERVICE BULLETIN.

A
  1. MAKE COPIES OF THE INFORMATION RECEIVED AND DISTRIBUTE IT TO PARTS AND SERVICE EMPLOYEES WITHIN THE DEALERSHIP.
  2. CHECK TO SEE IF ANY UNSOLD UNITS ON THE LOT ARE AFFECTED BY THE RECALL OR TSB.
  3. SEND THE RECALL LETTER PROVIDED BY THE MANUFACTURERTO CUSTOMERS WHO RECENTLY PURCHASED UNITS OR ACCESORIES AFFECTED BY THE RECALL OR TSB.
  4. FILE THE RECALL NOTICE OR TSB ON A THREE-RING BINDER (IF KEPT IN HARD COPY FORM) OR ON YOUR COMPUTER’S HARD DRIVE (IF KEPT IN ELECTRONIC FORM)
37
Q

YOU NEED TO BE FORMALLY TRAINED AS A MEDIATOR BEFORE YOU CAN MEDIATE RESOLUTIONS BETWEEN A CUSTOMER AND MANUFACTURER.

a. TRUE
b. FALSE

A

b. FALSE

38
Q

AGREEMENTS REACHED BY THE TWO PARTIES THAT YOU MEDIATE ARE LEGALLY BINDING.

a. TRUE
b. FALSE

A

b. FALSE

39
Q

THE MOST IMPORTANT SKILL REQUIRED TO EFFECTIVELY MEDIATE A RESOLUTION IS SPEAKING.

a. TRUE
b. FALSE

A

b. FALSE

40
Q

ALL OF THE FOLLOWING ARE REQUIREMENTS TO BE A GOOD MEDIATOR EXCEPT:

a. KNOWLEDGE OF THE INDUSTRY
b. BEING IMPARTIAL
c. KNOWING BOTH PARTIES
d. WILLINGNESS TO ACT AS A MEDIATOR

A

c. KNOWING BOTH PARTIES

41
Q

CHANGING THE REFERENCE OF A SITUATION FROM A “WIN/LOSE” TO “WIN/WIN” IS KNOWN AS:

a. FACILITATING
b. DE-CONFLICTING
c. EVALUATING
d. MEDIATING

A

b. DE-CONFLICTING

42
Q

ALL OF THE FOLLOWING ARE TECHNIQUES USEFUL IN MEDIATING RESOLUTIONS EXCEPT:

a. PROBING FOR EACH SIDE’S INTERESTS
b. BRAINSTORMING POTENTIAL SOLUTIONS
c. EVALUATING THE POTENTIAL SOLUTIONS
d. REQUIRING AGREEMENT TO SOME SOLUTION

A

d. REQUIRING AGREEMENT TO SOME SOLUTION

43
Q

WHEN MEDIATING RESOLUTIONS WHEN A MANUFACTURER, TRY TO TAKE THE CUSTOMER’S POSITION.

a. TRUE
b. FALSE

A

b. FALSE

44
Q

USE HUMOR TO BRING PEOPLE TOGETHER AND DEFUSE TENSE SITUATIONS WHEN MEDIATING A SITUATION.

a. TRUE
b. FALSE

A

a. TRUE

45
Q

ALL OF THE FOLLOWING ARE BEHAVIORS, SKILLS OR TECHNIQUES TO USE WHEN MEDIATING A RESOLUTION EXCEPT:

a. KEEPING THE DISCUSSION FOCUSED
b. KNOWING WHAT THE CUSTOMER WANTS
c. REMAINING FAIR AND IMPARTIAL
d. BEING AWARE OF EMOTIONAL ISSUES

A

b. KNOWING WHAT THE CUSTOMER WANTS

46
Q

YOUR PRIMARY GOAL WHEN MEDIATING RESOLUTIONS BETWEEN CUSTOMERS AND MANUFACTURERS IS TO:

a. MAKE SURE NO ONE HAS TO PAY FOR ANYTHING
b. INDENTIFY A CLEAR WINNER AND LOSER IN THE MATTER
c. DEVELOP SOLUTIONS/OPTIONS ACCEPTABLE TO BOTH PARTIES
d. GAIN VALUABLE EXPERIENCE IN MEDIATION THAT WILL ALLOW YOU TO DO IT PROFESSIONALLY.

A

c. DEVELOP SOLUTIONS/OPTIONS ACCEPTABLE TO BOTH PARTIES

47
Q

DESCRIBE THE STEPS TO MEDIATING A RESOLUTION BETWEEN A CUSTOMER AND MANUFACTURER.

A
  1. IDENTIFY THE ISSUE REQUIRING MEDIATION
  2. IDENTIFY THE CUSTOMER’S POSITION ON THE ISSUE
  3. IDENTIFY THE MANUFACTURER’S POSITION ON THE ISSUE
  4. DEVELOP OPTIONS/SOLUTIONS ACCEPTABLE (OR OF BENEFIT) TO BOTH PARTIES.
  5. MEDIATE PROBLEM RESOLUTION
  6. IMPLEMENT THE AGREED UPON SOLUTION/OPTION
48
Q

THE MOST COMMON METHOD OF ENSURING QUALITY CONTROL IN A PRODUCT IS RANDOM INSPECTION AND TESTING.

a. TRUE
b. FALSE

A

a. TRUE

49
Q

PROVIDER PARTNERING Is A FORM OF QUALITY CONTROL WHERE A MANUFACTURER WORKS DIRECTLY WITH THEIR PARTS AND COMPONENTS SUPPLIERS TO IMPROVE QUALITY AT THE SUPPLIER’S LOCATION.

a. TRUE
b. FALSE

A

b. FALSE (SUPPLIER PARTNERING)

50
Q

SIX SIGMA IS A METHOD FOR IMPROVING EVERY FACET OF A COMPANY’S OPERATIONS AND INCREASING COMPETIVENESS BY DEVELOPING A COMPANY’S RESOURCES.

a. TRUE
b. FALSE

A

b. FALSE (CONTINUOUS IMPROVEMENT)

51
Q

ALL OF THE FOLLOWING ARE QUALITY CONTROL METHODS EXCEPT:

a. ISO 900
b. SIX SIGMA
c. CONTINUOUS IMPROVEMENT
d. RE-ENGINEERING

A

d. RE-ENGINEERING

52
Q

THE QUALITY CONTROL METHOD POKA-YOKE, DEVELOPED BY A TOYOTA ENGINEER IN JAPAN, FOCUSED ON:

a. REDUCING WASTE
b. ELIMINATING WORKER MISTAKES
c. MAKING PARTS FASTER
d. IMPROVING EMPLOYEE RELATIONS

A

b. ELIMINATING WORKER MISTAKES

53
Q

WHILE TIER 1 SUPPLIERS HAVE MADE THE COMMITMENT TO QUALITY, TIER 2 SUPPLIERS MUST ALSO TO:

a. ENSURE THE CONCEPT OF QUALITY TRICKLES ALL THE WAY DOWN THE SUPPLY CHAIN.
b. PROVIDE THE NEEDED SUPPLY PARTS ON TIME
c. MEET ISO 9000 REQUIREMENTS
d. ENSURE CONTINUOUS IMPROVEMENT IN ALL COMPONENTS OF THE FINAL PRODUCT.

A

a. ENSURE THE CONCEPT OF QUALITY TRICKLES ALL THE WAY DOWN THE SUPPLY CHAIN.

54
Q

REVIEW BILLING STATEMENTS TO SPOT TRENDS IN RECURRING REPAIRS WITH THE SAME MANUFACTURER.

a. TRUE
b. FALSE

A

b. FALSE

55
Q

THREE OR MORE REPAIRS WITHIN A YEAR THAT ARE THE SAME OR SIMILAR AND OCCUR WITH THE SAME MANUFACTURER’S PRODUCT COULD INDICATE A DEVELOPING TREND IN PRODUCT QUALITY.

a. TRUE
b. FALSE

A

a. TRUE

56
Q

WHICH OF THE FOLLOWING COULD ALSO BE USED TO ACCURATELY IDENTIFY TRENDS IN QUALITY-RELATED REPAIRS?

a. BILLING STATEMENTS
b. SERVICE DIAGNOSIS CODE
c. PARTS ORDERED
d. CUSTOMER COMPLAINTS

A

b. SERVICE DIAGNOSIS CODE

57
Q

WHAT IS NEEDED BEFORE YOU ATTEMPT TO REPORT QUALITY CONCERNS TO MANUFACTURERS?

a. SIGNED STATEMENTS FROM CUSTOMERS
b. A HUNCH THERE’S A QUALITY ISSUE INVOLVED
c. A DIRECTIVE FROM THE SERVICE MANAGER
d. DATA TO SUPPORT YOUR FINDINGS

A

d. DATA TO SUPPORT YOUR FINDINGS

58
Q

DESCRIBE THE STEPS TO REPORTING QUALITY CONCERNS TO MANUFACTURERS.

A
  1. IDENTIFY THE QUALITY CONCERN
  2. COLLECT DATA ON UNITS HAVING THE SAME REPAIRS
  3. NOTIFY THE MANUFACTURER OF THE QUALITY CONCERNS IDENTIFIED FROM THE REPAIR ORDERS OR SERVICE DIAGNOSIS CODES.

Warranty Admin (5 decks)

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