Mazda Training manual - part 163

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. 

 

 

Learning Check 

Curriculum Training 

61 

 

What is the Mazda Complaint Resolution Formula? 

10. 

 

 

There are four ways to build a good relationship. Name two. 

11. 

 

 

Complaints can become opportunities. How? 

12. 

 

 

Why do complaints sometimes turn into conflict? 

13. 

 
 

 

Why is the collaborator mode the best attitude when in conflict? 

14. 

 

 

Name the four steps to problem solving. 

15. 

 

 

Stress comes from both external and internal influences. What are the internal stress 
influencers? 

16. 

 
 

 

What can be one impact at work if you are stressed? 

17. 

 

 

Why is it so important that Mazda dealerships become known for their high quality of 
service, and places where you can be assured of excellent workmanship? 

18. 

 
 

 

 Learning 

Check 

 

62 

Curriculum Training

 

6.3 Commitment 

Plan 

 

Think back to the learning from the last two days (use the learning check completed at the 
end of each session to help you) and commit to 5 actions you will carry out on your return 
to work. 

 

1. 

2. 

3. 

4. 

5. 

Thank you for your contribution over the last two days and good luck implementing your 
learning on your return to work.