902 Final Exam Service Advisor Level 2

A benefit is the ________ to the customer.

A defection point is defined as any point in the lifecycle of the vehicle where a customer could “defect” or leave the dealership for an independent shop.

A simple closing approach is to ask for the sale.

Another way of looking at a benefit is “what’s in it for the customer”.

Another way to increase driveway sales is to have standards.

Ford Motor Company created the MPI in what year?

In the acronym ABC’s of selling, what does the letter A represent?

In the acronym ABC’s of selling, what does the letter C represent?

In the approach from class, which word(s) increase the sense of urgency to buy now?

It is important to take time and plan each day.

Pick a phrase that create a need.

Pick a phrase that creates a need.

Presenting items as a need help the customer happily buy items.

Proper time management  can reduce stress and create better opportunities.

Proper tire maintenance includes?

Service contract sales on the drive are a great source of revenue for the service department.

Step one in the sales process is to say?

The benefits to the customer are?

The best approach to service contracts is to offer (review) 100% of qualifying customers a service contract.

The first step in overcoming an objection is?

The research shows customers buy based on need _______ of time.

The third step in overcoming objections is to?

Time management affects all areas of life, work and family.

When items are below standards they _______ inspection.

Which is better for CSI?