Quiz 4

1. With INTEGRATED SERVICE APPOINTMENTS, dealerships can:

improve and increase service customer retention.
book first-time service appointments by scheduling through the call center
capture more revenue by reducing no shows
All of the above
2. With FACTORY STYLE MAINTENANCE MENUS, the average effective
labour rate will increase by what percent?
7.9%
8.1%
8.9%
9.8%
3. A DMS system has the capability of assigning jobs to technicians. True
4. With SERVICE PORTAL, you can:
Provide customers real-time availably
Keep customers connected to the dealership web page
Offer customers a single place to get all of their unique service history
Allow customers to view and update their contact information
All of the above
5. The ONE-STEP SERVICE system reduces the number of keystrokes by up to
what percent in express service RO write-up?
50%
60%
70%
80%
6. What percentage of customers contact the dealer by phone?
50%
60%
70%
80%
7. The SERVICE PRICE GUIDES system helps increase labour profit per RO by
an average of what amount?
$11
$21
$31
$41
8. What does DMS stand for?
Dedicated Management System
 Dealer Management System
Dealer Management Software
Direct Management Software
9. Which DMS's does Reynolds & Reynolds market?
ERA & POWER
ADP & DTT
CDK & Global
R & R & QUORUM
10. With RESERVATION MANAGER you can schedule appointments based on:
Which customers can receive loaner cars
Available appointment dates/times and other vital shop resources - Alignments
Transportation types (loaner, rental, shuttle, valet) to help insure your customers'
needs are met
All of the above
11. With RADIO-FREQUENCY IDENTIFICATION (RFID), the dealer can:
promote faster write-up as customers are flagged upon arrival
bill customers directly to their credit card
track a customer's GPS location
Reset electronic maintenance reminders
12. A utilized DMS system can increase overall business efficiency. True
13. With the PARTS DEPARTMENT BAR CODING system, what is the percent
decrease in time to receive parts compared to non-bar code systems?
52%
62%
72%
82%
14. When a customer calls in and speaks to a service advisor, a properly handled
call will result in a customer appointment what percent of the time?
20%
30%
40%
50%
15. In the Acknowledgement of Traditional Lands chapter, we recognize we are on
lands of the _____ Tribe?
Chippewa:
Mississauga
Huron
Mohawk