Service Writer School - Quiz

How well do you know your job?

How well does your Service Writer know his job?

Instructions: Please select your answers to each question. Then complete the information below and press the submit button to see your grade.

Your grade, A, B, C, D or F will be based on the following:

A - Top Flight (6 out of 6 right)
B - Very Good, but not among the very best (5 out of 6 right)
C - Average Service Writer, but with training could be a lot better (4 out of 6 right)
D - Not Good, needs lots of improvement (3 out of 6 right)
F - Does your boss know that you are this bad? (2 or less right out of 6)

1.	Which is the best time of the day to call a customer and sell a big job?
		A.	When you have gotten all of the data.
		B.	At the time you told him you would call.
		C.	When you have someone available to start on it immediately and get it torn down.
		D.	After you have handled either the morning or afternoon rush.

2.	Which two things done by Service Writers are the major source of all upsets with customers?
		A.	Ignoring the customer, when he first arrives and barking at him.
		B.	Moving too fast for the customer or doing something or not doing something he expected.
		C.	Not listening to their problem and telling them lies.
		D.	Not getting their car done on time and the problem wasn't fixed.

3.	In selling, what is the first step that must be done by a Service Writer in order to close a sale.
		A.	Get the agreement of the customer on the solution of the problem.
		B.	Get agreement on the price to inspect the vehicle or tear it down.
		C.	Get the agreement of the customer to leave the car.
		D.	Get the agreement of the customer to do a quality repair.

4.	After the Service Writer explains to the customer what needs to be done to fix his car, he should:
		A.	Go over how much it will cost.
		B.	Go over how long it will take to fix.
		C.	Ask the customer if he needs a ride home.
		D.	Say nothing, let the customer talk.

5.	What are the two things that a customer can ask after the Service Writer explains the problem and the solution, which indicate the customer is tracking with you.
		A.	How much or when?
		B.	Can I get a ride home or what is the warranty?
		C.	What would a new one or a rebuild cost?
		D.	Do you accept credit cards or do you have any kind of financing?

6.	The ratio of listening to talking to a customer is:
		A.	Talk twice as much as you listen.
		B.	Listen twice as much as you talk.
		C.	Listen to the customer about the same as you talk.
		D.	Listen to the customer about three times as much as you talk.

Fill out the following information and Management Success! will give you a grade in terms of your ability as a Service Writer compared against others in the same industry across the nation.

Industry:
Hourly Labor Rate:	Average Repair Order:
Average Weekly Sales	Average Weekly Car Count:
Your Name:
Your Title:
Shop Name:
Phone:

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Consulting and Training the Independent Automotive Service industry since 1993

Service Writer School - Quiz

Consulting and Training the Independent
Automotive Service industry since 1993