Mazda Training manual - part 121

Practical Skills 

Curriculum Training 

57 

5. Practical 

Skills 

 

AC16 – PRACTICAL LEARNING 

 

 

 

 Practical 

Skills 

 

58 

Curriculum Training

 

 

Learning Check 

Curriculum Training 

59 

6. Learning 

Check 

Now we shall: 
•  review the two day’s learning 
•  complete a Commitment Plan for implementation on return to work 

6.1 

Learning Checklist  

Make a note of your learning at the end of each session. Note down the information that will 
be of most use to you on your return to work.  

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 Learning 

Check 

 

60 

Curriculum Training

 

6.2 Learning 

Quiz 

What % of customers, according to recent surveys, stated they were dissatisfied with 
dealership employee competence? 

1. 

 

 

What is the top step of the Customer Ladder that you try to help all your customers to reach? 

2. 

 

 

In surveys, customers stated that quality and price were less important than what? 

3. 

 

 

If a complaint is badly handled, what might the result be? 

4. 

 

 

List three reasons why customers complain. 

5. 

 
 

 

What is the final stage in a typical customer process? 

6. 

 

 

What consequences could there be if the customer is told the cause of a reported 
problem before the vehicle has been properly inspected by a qualified person? 

7. 

 

 

What should you do if you are unsure on the legal requirements for a vehicle (such as 
tyre wear)? 

8. 

 

 

Sorting out a customer complaint is necessary, but is not the final thing we should be 
doing. What else should we do? 

9.