Mazda Training manual - part 168

Instructions for Tester 

Introduction 

This document contains the Level Test for the CT-RL2011 Service Communication Advanced 
Course. 

Delegates carry out a Level Test to confirm their capability after attending the course. 

Instructions 

Hand the Situation and Solution pages for the Level Test to the delegate. 

Explain the following to the delegate: 

– 

This tests the delegate’s knowledge of what should be done in each of the situations 

– 

The delegate has 30 minutes to complete this test 

– 

The delegate should write his or her answers in the Solution pages, under the relevant 
numbered headings for each situation 

– 

In the Solution pages, for each situation, we show the main categories of learning being tested 
(for example, ‘Dealing with Complaints’) – this avoids the delegate having to repeat learning 
aspects that they have already covered in an earlier situation 

– 

In marking the delegate’s solution, we award approximately half the available marks for 
mentioning each aspect (such as ‘Resolving Complaints’) that demonstrates application of the 
learning from the course 

– 

We award, as a maximum, the other half of the marks, if the delegate gives a brief description 
of how they would carry out that aspect (such as, under ‘Resolving Complaints’, apologising) – 
but we are not looking for a lot of detail. 

At the end of the 30 minutes, review the answers and ask the delegate to clarify any answers that 
are unclear or illegible.  Do not attempt to correct the delegate’s answers or indicate whether the 
answers are right or wrong. 

Mark this test later, using the Marking Sheet included in this document. 

Send all the paperwork for that delegate to the necessary reviewer for checking, the final decision 
on whether the Level test has been passed, and the award of any certificate. 

 

Curriculum Training 

1 

Level Test 

THE SITUATION 

You are the Service Advisor in a small dealership. Because it is a small dealership you tend to 
get involved in a broad range of tasks but your prime role is customer service – booking 
services/repairs, answering customer enquiries over the phone and face-to-face, sourcing parts, 
scheduling for the workshop, liaising with the bodyshop and accepting and handing over new 
vehicles. Today is like any other day, there is a busy schedule of vehicles arriving for 
service/repair.  There is also an afternoon delivery of Mazda 3s and 6s. The day starts normally, 
but then things start to go wrong. 

NUMBER ONE 

It’s 8.45 am and Mr Green walks up to the service counter and immediately starts shouting.  
Thankfully, there are no other customers within earshot, but clearly Mr Green is very angry and 
will not be easy to calm down.  The problem is the multi-change CD player on the in-car 
entertainment system of his 18 month old Mazda6. It has been in the workshop for repair on three 
occasions in the last month and each time it has been returned to Mr Green it has worked 
perfectly.  Unfortunately, because it is an intermittent fault, the problem reoccurs within a 
week/ten days. It was last in the workshop two days ago and the technician advised you that he 
was convinced the fault was due a loose connection that he had corrected and that Mr Green 
should have no more problems.  You advised Mr Green of this and he appeared to be satisfied.  

Clearly, the fault has returned and, if you understand Mr Green correctly, although the CD player 
appears to have no sound from the front left speakers, the radio appears to be working correctly.  
Mr Green is demanding to see the Dealer Principal and wants immediate action to correct the 
problem. Unfortunately, the Dealer Principal is on holiday and all the technicians are busy. 

Your challenge is to calm Mr Green down and put a plan into action to overcome the problem as 
quickly as possible. 

NUMBER TWO 

All ABC leasing vehicles are serviced at your dealership. Your contact at ABC is Mr Brown who is 
very fussy and constantly threatens to take the business elsewhere. He phones at 9.00 am to 
complain that you are not cleaning leased vehicles inside and out as per the agreement and that 
you never seem to have courtesy cars available when his clients need them.  He also finds your 
attitude to him and his clients unacceptable. 

You are not aware of any problems regarding the cleaning of vehicles and you have not received 
any complaints from his clients.  There is however a problem with the availability of courtesy cars, 
particularly as Mr Brown tends to want them at short notice.  You know the business is very 
important to the dealership and don’t want to upset Mr Brown further, but you must get him to be 
specific about his complaints and manage his expectations regarding courtesy cars. 

NUMBER THREE 

What started as an ordinary day is now getting worse. The telephone seems to be ringing 
constantly with customers wanting work completed in unreasonable timescales or asking obscure 
questions about their vehicles. Added to this there is a power cut and you can’t access the 
customer database and the new vehicles have arrived about two hours earlier than you expected. 
Finally, during the power cut, one of the technician injured his hand and has had to be taken to 
the hospital and he was due to start work on an urgent job you had promised the customer would 
be ready by lunch time. 

The day is getting stressful and your task is to put in place a realistic plan that not only 
overcomes all issues, but reduces any stress on your customers, your colleagues and your self. 

Curriculum Training 

2 

Level Test 

 

THE SOLUTION 

NUMBER ONE 

Conflict Management and Problem Solving 

 

NUMBER TWO 

Resolving Complaints, Building Good Relationships and Saying No 

 

Curriculum Training 

3 

Level Test 

 

THE SOLUTION 

NUMBER THREE 

Dealing with Stress 

 

Curriculum Training 

4