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Warranty Admin > PURSUE TRAINING & PROFESSIONAL DEVELOPMENT > Flashcards

PURSUE TRAINING & PROFESSIONAL DEVELOPMENT Flashcards

1
Q

MOST FORMAL PRESENTATION SLIDES WILL MAKE USE OF THE SOFTWARE CALLED POWERPOINT.

a. TRUE
b. FALSE

A

a. TRUE

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2
Q

THE BENEFIT OF E-MAIL IS THAT YOU CAN QUICKLY COMPOSE A MESSAGE AND SEND IT. IF THE MESSAGE CONTAINS ERRORS, IT IS OK, BECAUSE E-MAIL IS A VERY CASUAL WAY TO SEND A MESSAGE.

a. TRUE
b. FALSE

A

b. FALSE

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3
Q

WHAT IS A COMMON AND AVOIDABLE ERROR, MADE BY SOME E-MAIL SENDERS?

a. MESSAGES ARE TOO SHORT
b. IMAGES SLOW DOWN THE MESSAGE
c. WRITE IN A QUESTION AND ANSWER FORMAT
d. FORGET THE ATTACHMENT

A

d. FORGET THE ATTACHMENT

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4
Q

WHAT KIND OF ITEM COULD BE CALLED A “JOB AID”?

a. PLASTIC CARD CONTAINING HINTS OR SHORTCUTS
b. PLASTIC BAG CONTAINING SPECIAL SMALL TOOLS
c. LIST OF PREFERRED VENDORS
d. LIST OF COMPANIES IN YOUR AREA THAT DO MARKETING

A

a. PLASTIC CARD CONTAINING HINTS OR SHORTCUTS

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5
Q

WHAT ARE AT LEAST 6 HINTS FOR IMPROVING THE QUALITY OF YOUR HANDOUTS?

A
  1. START WITH AN OUTLINE
  2. CONSIDER WRITING YOUR HANDOUT IN QUESTION AND ANSWER FORMAT
  3. LIMIT THE SCOPE OR OBJECTIVE OF EACH HANDOUT
  4. USE EXCELLENT ENGLISH, INCLUDE SHORT SENTENCES WITH SIMPLE WORDS
  5. CHOOSE WORDS THAT WILL BE APPROPRIATE FOR YOUR INTENDED AUDIENCE
  6. IF THE HANDOUT INCLUDES A PRESENTATION, LEAVE PLENTY OF WHITE SPACE
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6
Q

WHAT ARE AT LEAST SIX HINTS FOR IMPROVING YOUR PRESENTATION SLIDES?

A
  1. THINK IN TERMS OF ONE IDEA PER SLIDE
  2. ALLOW YOURSELF SIX BULLETS PER SLIDE
  3. TRY TO KEEP EACH BULLET NO MORE THAN ONE LINE LONG
  4. ANIMATE VERY CONSERVATIVELY
  5. PLACE ILLUSTRATIONS IN THE SAME PLACE ON EACH SLIDE
  6. USE IMAGES INSTEAD OF TEXT, WHEN POSSIBLE.
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7
Q

GATHERING INFORMATION AND GETTING READY FOR A MEETING TO UPDATE DEALERSHIP PERSONNEL IS USUALLY A QUICK AND EASY PROCESS.

a. TRUE
b. FALSE

A

b. FALSE

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8
Q

THE INFORMATION FOR WARRANTY UPDATE MEETINGS WILL COME FROM ONLY THESE SOURCES: ROS, RECALL BULLETINS, TSBS, AND INCOMING MAIL.

a. TRUE
b. FALSE

A

b. FALSE

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9
Q

TO UPDATE DEALERSHIP PERSONNEL, YOU NEED TO PLAN FOR THE WHAT, WHO, WHEN, HOW, AND WHAT NEXT. WHAT MIGHT BE INCLUDED IN THE “WHAT NEXT” CATEGORY?

a. DECIDING WHO IS RESPONSIBLE FOR GETTING THE INFORMATION
b. DETERMINING WHAT FURTHER INFORMATION THE STAFF NEEDS
c. DECIDING HOW SOON THE STAFF NEEDS THE INFORMATION
d. BUILDING HANDOUTS AND POWERPOINT PRESENTATIONS

A

b. DETERMINING WHAT FURTHER INFORMATION THE STAFF NEEDS

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10
Q

DECIDING WHICH METHOD OF COMMUNICATION WILL BE POPULAR WITH YOUR STAFF IS A DECISION BASED ON YOUR COMPANY’S:

a. STAFFING NEEDS
b. COMPUTER POWER
c. POPULARITY INDEX
d. WORK CULTURE

A

d. WORK CULTURE

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11
Q

DESCRIBE THE PROCESS FOR UPDATING DEALERSHIP PERSONNEL.

A
  1. GATHER INFORMATION ON PROBLEMS
  2. DETERMINE TO WHOM THE INFORMATION IS IMPORTANT
  3. PREPARE TO PRESENT INFORMATION
  4. PRESENT INFORMATION
  5. MONITOR THE RESPONSE TO THE INFORMATION
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12
Q

ON-THE-JOB LEARNING IS JUST ANOTHER WORD FOR “TRAINING” IN BOTH OJT AND ANY OTHER TRAINING, EXACTLY THE SAME TYPE OF CLASSROOM ACTIVITY WILL OCCUR.

a. TRUE
b. FALSE

A

b. FALSE

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13
Q

OJT IS A “LEARN-BY-WATCHING” METHOD OF TEACHING THAT IS USUALLY FOLLOWED BY A “NOW YOU DO IT” PHASE.

a. TRUE
b. FALSE

A

a. TRUE

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14
Q

ONE MAJOR ADVANTAGE OF OJT IS WHICH OF THE FOLLOWING?

a. TRAINING SCHEDULES ARE SET MONTHS AHEAD OF WHEN THE TRAINING OCCURS.
b. THE EMPLOYEE USUALLY WILL PRACTICE WHAT WAS LEARNED WITHIN THE NEXT WEEK.
c. THE MENTOR IS IMMEDIATELY AVAILABLE FOR QUESTIONS AND ANSWERS
d. OJT EXPERIENCES POINT OUT EMPLOYEES WITH PROBLEMS SO EVERYONE KNOWS

A

c. THE MENTOR IS IMMEDIATELY AVAILABLE FOR QUESTIONS AND ANSWERS.

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15
Q

ONE OF THE MAJOR CHARACTERISTICS OF UNSTRUCTURED OJT IS:

a. IT OCCURS SPONTANEOUSLY, WHEN NEEDED
b. EVERY EMPLOYEE WILL BE EXPECTED TO LEARN THIS WAY
c. MANY TOPICS CAN BE COVERED AT ONE TIME
d. IT IS ALWAYS RELIABLE AND CONSISTENT.

A

a. IT OCCURS SPONTANEOUSLY, WHEN NEEDED.

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16
Q

IN BOTH STRUCTURED AND UNSTRUCTURED OJT, THE PARTICIPATING EMPLOYEE SHOULD PERFORM CERTAIN LEARNING TASKS. LIST AT LEAST FIVE TASKS?

A
  1. PREPARE/READ MATERIALS HANDED OUT
  2. PARTICIPATE IN HANDS ON ACTIVITIES
  3. PARTICIPATE THE SKILL UNTIL REACHING AN ACCEPTABLE LEVEL OF PROFICIENCY
  4. DEMONSTRATE HIGHER LEVELS OF SKILL WITH OJT
  5. BE PREPARED TO DISCUSS THE SKILL WITH THE MENTOR.
17
Q

WHAT ARE FOUR OFTEN USED TECHNIQUES FOR OJT?

A
  1. TELL- DESCRIBING PROCEDURAL STEPS
  2. DEMONSTRATE THE SKILL
  3. OBSERVE THE TRAINER PRACTICE
  4. USE TRAINER TAPES OR INTERNET-BASED TRAINING
18
Q

OJT IS MOST LIKELY TO BE SCHEDULED WHEN YOUR DEALERSHIP HAS A PROBLEM THAT SEEMS TO OCCUR AND RE-OCCUR.

a. TRUE
b. FALSE

A

a. TRUE

19
Q

WHEN THINKING ABOUT A PLANNED OJT, TAKE TIME TO ASK THE EMPLOYEES WHAT THEY ALREADY KNOW BEFORE SETTING UP THE OJT

a. TRUE
b. FALSE

A

a. TRUE

20
Q

IF YOU HAVE AN END-OF-MONTH DELIVERY DATE ON A REPORT THAT SEEMS TO BE GIVING YOUR STAFF A LOT OF PROBLEMS, SCHEDULE AN OJT ON THE TOPIC OF THAT REPORT _______ BEFORE THE DUE DATE AT THE END OF THE MONTH

a. ONE DAY
b. MONTHLY
c. THREE WEEKS
d. A MONTH

A

a. ONE DAY

21
Q

THE MENTOR WHO IS LEADING THE OJT SHOULD ALWAYS MAKE SURE THERE IS ENOUGH TIME FOR:

a. A TEST
b. A SATISFACTION SURVEY
c. QUESTIONS AND ANSWERS
d. READING THE HANDOUTS

A

c. READING THE HANDOUTS

22
Q

DESCRIBE THE PROCESS FOR CONDUCTING OJT FOR SUPPORT STAFF.

A
  1. DETERMINE WHAT AREAS NEED IMPROVEMENT
  2. GATHER MATERIALS TO USE FOR TRAINING
  3. SCHEDULE TRAINING
  4. PROVIDE OJT
  5. MONITOR RESULTS
23
Q

WARRANTY WORK IS INCREASING IN ITS PERCENTAGE OF MOST DEALERSHIPS’ OVERALL INCOME STRUCTURE.

a. TRUE
b. FALSE

A

a. TRUE

24
Q

CERTIFICATION AND CONTINUING EDUCATION ARE THE SAME THING.

a. TRUE
b. FALSE

A

b. FALSE

25
Q

SPECIFICATIONS, HOW PRODUCTS CONFORM TO SPECIFICATIONS, AND HOW PRODUCTS WILL BE FIXED IF THERE IS NON-CONFORMANCE ARE ALL PART OF WHAT TOPIC WITHIN THE CERTIFICATION PROCESS?

a. ON-THE-JOB TRAINING
b. DOCUMENTATION
c. BASIC INFORMATION
d. PROCESS INFORMATION

A

c. BASIC INFORMATION

26
Q

WHAT IS PROBABLY THE MOST EXPENSIVE FORM OF LEARNING FOR CERTIFICATION OR CONTINUING EDUCATION?

a. FACE-TO-FACE TRAINING
b. MENTORING
c. WEB CAST TRAINING
d. LEARNING GUIDES

A

a. FACE-TO-FACE TRAINING

27
Q

THERE ARE DOZENS OF TOPICS FOR TRAINING. CAN YOU LIST AT LEAST SIX THAT WERE MENTIONED IN THIS LEARNING EXPERIENCE?

A
  1. CLAIM TYPES AND AUTHORIZATION CODES
  2. COVERAGE CODES AND USAGE
  3. CLAIM PROCESSING
  4. SHOP COMEBACK TRACKING
  5. WARRANTY SCHEDULE ADJUSTMENT
  6. LABOR TIME GUIDES
28
Q

MANUFACTURERS OFTEN SUGGEST THAT WARRANTY ADMINISTRATORS TAKE TRAINING, BUT SUCH TRAINING IS OPTIONAL IN MOST CASES.

a. TRUE
b. FALSE

A

b. FALSE

29
Q

THE RESULTS OF CHOOSING NOT TO TAKE TRAINING CAN RESULT IN YOUR DEALERSHIP’S LOSS OF A FRANCHISE FROM A MANUFACTURER.

a. TRUE
b. FALSE

A

a. TRUE

30
Q

WHEN CONSIDERING WHICH CLASSES ARE AVAILABLE, YOU SHOULD:

a. PICK A LOCATION WHERE YOU WOULD LIKE TO VISIT
b. SELECT WORKERS FOR TRAINING BASED ON FRIENDSHIPS
c. ALWAYS CHOOSE THE TRAINING THAT IS LEAST EXPENSIVE
d. CONSIDER COST AND LOCATION OF TRAINING

A

d. CONSIDER COST AND LOCATION OF TRAINING

31
Q

IF YOU CHOOSE TO TAKE TRAINING AS PART OF YOUR PROFESSIONAL DEVELOPMENT PLAN, THEN ONE OUTCOME MOST PEOPLE WANT TO GET FROM THE TRAINING IS:

a. MORE BENEFITS AND VACATION TIME
b. PROMOTION OR ADDED RESPONSIBILITY
c. LARGER STAFF AND LESS PERSONAL RESPONSIBILITY
d. JOB SECURITY

A

b. PROMOTION OR ADDED RESPONSIBILITY

32
Q

DESCRIBE THE PROCESS FOR OBTAINING MANUFACTURER AND INDUSTRY WARRANTY CERTIFICATION.

A
  1. PARTICIPATE IN MANUFACTURER-SPECIFIC FACE-TO-FACE CLASSES
  2. PARTICIPATE IN MANUFACTURER-SPECIFIC ONLINE CLASSES
  3. PARTICIPATE IN ONGOING INDUSTRY CERTIFICATION

Warranty Admin (5 decks)

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