Job Match Surveys

Service Consultant Assessment Program™		 

Dear Participant,

This questionnaire is being used to determine the behaviors and skills essential to effectively perform the service consultant position. The information you provide will be used for research purposes only and will remain confidential. Information on this form will be reported to Employment Technologies Corporation, a human resources firm. This form will not be retained in any personnel file and should not be confused with any official personnel documents. Your responses will be used to evaluate the suitability of the Service Consultant Assessment Program (SCAP) within your organization.

Filling out the form will take approximately 5 to 10 minutes. Once you have completed the form, please press the Submit button at the bottom of this page.

Thank you for your cooperation.

Participant Information

Name

Company

City

State / Province

Country

Telephone



Group Code
This may have been provided to you for combining results across your organization, otherwise please leave blank.
Group Code


Demographic Information (optional)


Gender

Age

Race/Ethnicity

If you selected Other, please specify:



The Job
Title of Target Position

Please select the option that best describes your job:

If you selected Other, please specify



Survey
Please read each statement below and select the option that best describes how essential it is to overall job performance in the target position.

Job Behavior

Value to the Job

Listens as customers describe the problems with their vehicles.

Discusses with customers why they do or do not want certain services performed (e.g., repairs are too costly, customers request unnecessary repairs, etc.)

Asks customers follow-up questions to obtain more information regarding problems.

Obtains basic vehicle information needed for completing work orders.

Telephones customers to let them know the status of their vehicles.

Establishes the method of payment for service work with customers (e.g., customer pay, warranty, etc.)

Responds to customer questions regarding when service can be provided.

Explains the appointment/scheduling system to customers.

Verifies with customers over the telephone what they have agreed to have done on their vehicles.

Suggests additional maintenance services to customers when appropriate.

Acknowledges customers who are waiting to be helped.

Greets customers at the beginning of conversations.

Explains extend of repairs needed and costs to customers so that they can decide whether or not to have the work completed.

Explains the work done on vehicles to customers.

Provides customers with estimated prices for service that they have requested for their vehicles.

Explains the benefits of particular services to customers.

Shows customers what is written on their work orders.

Responds to customers questions regarding warranty coverage.

Quotes customers prices on routine jobs.

Explains warranty and service/insurance policies to customers.

Computes total cost for parts and labor and calls customers with estimated costs for repairs before servicing their vehicles.

Explains to customers that there is a charge for checking out vehicle problems.

Responds to customers complaining about poor service or time to complete repairs.

Decides how to deal with customers whose vehicles cannot be serviced immediately (e.g., waiting on parts, service schedule is full, etc.)

Decides how to deal with complaining and/or irate customers (e.g., to refer them to the Shop Foreman or Service Manager or to deal with problem themselves).

Discusses the status of repairs with technicians.

Answers questions from technicians regarding the service indicated for various vehicles.

Decides what problems to discuss with the Service Manager.

Speaks to technicians to obtain information on what vehicle repairs are needed on vehicles.

Discusses particular problems with the Service Manager to get resolution (e.g., questionable warranty work, unusual repairs, etc.)

Writes repair orders to let the technicians know what the problems are.

Tracks the status of vehicles in order to answer customer questions about completion time.

Checks with the Parts Department to determine the cost and availability of parts.

Uses information regarding parts availability to determine when a vehicle can be accepted for servicing.

Reads customers’ service and/or insurance policies to determine covered work.

Maintains knowledge of company service policies and procedures.

Confirms customer service request by inspecting the vehicle to determine that a problem does indeed exist (e.g., listens to noise).

Maintains good working relationships with other departments in the dealerships.