1) ______ is a responsibility of SA

a) Smile

b) Grooming

c) Ensuring CSI score

d) Vehicle pick up

Answer: c

2) The customer satisfaction index (CSI) is a metric that reflects the overall customer
satisfaction with a company in terms of
a) Product quality

b) People quality

c) Service quality

d) All the above

Answer: d

3) Dealer PSF Target- No of Customers PSF done / No of Customers PSF Due

a) 60%

b) 70%

c) 80%

d) None of the above

Answer: d

4) Target of Same Day Delivery is ________%

a) 50

b) 65

c) 75

d) 85

Answer: d

5) As per TVS norms maximum number of JCs made by a SA/day are___

a) 15

b) 20

c) 30

d) 17

Answer: d
6) The document used for taking feedback at the time of delivery is called _____
a) Instant feedback form

b) Quick feedback form

c) Immediate feedback form

d) Fast feedback form

Answer: a

7) Resolving customer complaint is the responsibility of _______

a) SA

b) SM

c) CCE

d) All the above

Answer: d

8) As per CSI tracking parameter, attending and closing a customer complaint is called as
a) DS attention

b) DS recovery

c) DS clearance

d) None of the above

Answer: b

9) PSF Calibration ( Gap of dealer PSF% & Call center%) is ______

a) 25%

b) 35%

c) 10%

d) 15%

Answer: c

10) TVS Forum Usage for doubts / Escalations target is ____ hrs in a month
a) 100

b) 10

c) 1
d) None of the above

Answer: C

11) Quality job card opening has to be achieved at ____%

a) 50%

b) 80%

c) 90%

d) 100%

Answer: d

12) To achieve high scores in CSI tracking ________% of technicians in your dealerships
has to complete advance training by TVS
a) 50%

b) 80%

c) 90%

d) 100%

Answer: d

13) Work in progress photos to be shared with _________% of customers

a) 80%

b) 60%

c) 50%

d) 45%

Answer: a

14) Customer delight is __________

a) When you delivery what customer expects

b) When you delivery beyond customer expectation

c) When customer is not satisfied

d) None of the above

Answer: b

15) According to the studies, Companies view customer experience as a competitive

differentiator
a) 71%

b) 81%
c) 91%

d) 100%

Answer: b

16) In the year 2019 TVS achieved No.1 position in JDP with a score of ____
a) 753

b) 703

c) 930

d) 803

Answer: d

17) Some brands are successful because, they provide

a) They Provide Uniform and quality Product Experience

b) They Provide Uniform and unique Services through uniform processes

c) They Provide Uniform and delightful manpower Experience

d) All the above

Answer: d

18) _________ is an unstated expectation of a customer

a) Warm welcome at service centre

b) JC opening

c) Vehicle delivery on time

d) Test ride

Answer: a

19) We can keep the customer engaged by

a) Wishing on special days

b) Regular calls

c) Sharing updates on Road safety/new products etc.

d) A&C

Answer: d

20) _________ is a dealer competence related complaint

a) Not delivered on time

b) SA was rude
c) SA not coming to office on time

d) All the above

Answer: a

21) In LEAP model ‘A’ refers to

a) Acknowledge & Repeat

b) Acknowledge & Understand

c) Acknowledge & refuse

d) Acknowledge and Accept

Answer: b

22) According to the survey 45% of complaints are due to

a) Competence related

b) Attitude related

c) Technical related

d) Product related

Answer: b

Soft skills

23) In a study, _______ has a large impact on communication

a) Spoken Language

b) Body language

c) Voice & Tone

d) Grooming

Answer: b

24) __________ gives an impression to the customer that you are a master
a) Pronunciation

b) Voice & Tone

c) Loudness while talking

d) Speed while talking

Answer: a

25) For a fast and clear understanding you must keep the written communication
a) In details

b) Concise
c) Bold letters

d) Capital letters

Answer: b

26) _______ falls into a basic telephone etiquettes

a) Taking notes

b) Acknowledge & Thank

c) Answer the call in 3 rings

d) All the above

Answer: a

27) The A.R.E model explains _________

a) Effective listening skills

b) Effective written skills

c) Effective Speaking skills

d) Effective technical skills

Answer: b

28) What are the 4 A’s of personal image management

a) Authentic – Appropriate – Attractive - Adequate

b) Authentic – Appropriate – Attractive - Affordable

c) Authentic – Attire – Attractive - Affordable

d) Authentic – Appropriate – Available – Affordable

Answer: b

29) ______ is not a part of 7S models for Men

a) Shave every day

b) Shake hands with customer

c) Smell good

d) Smile

Answer: b

30) _________ is an element of positive body language

a) Eye contact

b) Smile

c) Good gestures

d) All the above

Answer: d
31) When you meet a customer you should not _________
a) Smile at customer

b) Sit and shake hands

c) Say ‘Namaste’

d) Offer shake hand

Answer: b

32) Business cars to be kept in _______

a) Shirt pocket

b) Valet

c) Card holder

d) Trouser back pocket

Answer: c

33) ____________ is the most annoying office etiquette

a) Leaving the phone ringer on loud

b) Using speaker phone and talking loud

c) Eating snacks at office

d) Talking to colleagues in working hours

Answer: b

34) __________ can be considered as a closed probing

a) “Sir, when will you be able to bring your vehicle?”

b) “Sir, Will you be able to bring your vehicle at 9 am?”

c) “Sir, please let me know what time to call you”

d) All the above

Answer: b

35) Objection raised by customer can be handled by

a) Providing a proof to justify

b) Providing a solution to satisfy

c) Providing support to care

d) None of the above

Answer: b
36) According to the time management, ______ is an Urgent & Important activity
a) Follow up on work status

b) Vehicle pick-up from customer’s office

c) Parts ordering

d) Follow-up with no show customer

Answer: a

37) ______ is the technique to Deal with Stress Positively

a) PDCA

b) PLAC

c) LAPC

d) LEAP

Answer: b

DIGITAL TOOL

38) For raising a query in FORM you can

a) Post a thread

b) Share a fix

c) Post a query

d) All the above

Answer: a

39) Meaning of a Yellow bulb in FORUM is

a) Fixed the problem

b) Helpful/Possible fix

c) Do not fix the problem

d) There is no Yellow bulb in FORUM

Answer: b
40) Complaint list can be viewed in _________ tab in SMR
a) Vehicle History

b) Appointment

c) Call Tab

d) Thread

Answer: a

41) ________ is considered as a direct benefit of DIGI Workshop

a) Real time vehicle tracking

b) Real time DMS capturing

c) Making online JC on vehicle

d) All the above

Answer: d

42) ________ is considered as an indirect benefit of DIGI Workshop

a) Workshop management

b) Real time DMS capturing

c) Manpower management

d) All the above

Answer: a

Selling skills

43) FAB means

a) Feature – Advantage - Benefit

b) Feature – Advantage - Betterment

c) Feature – Appropriate - Benefit

d) Function – Advantage – Benefit

Answer: a

44) Benefit of AMC for customers

a) Guarantee for genuine parts

b) Better customer care

c) Monitory benefit

d) All the above

Answer: d

45) ___________ is a product in VAS

a) Sparkle clean

b) Spark plug

c) Clear Sparkle

d) All the above

Answer: a

46) _______ does not include in VAS

a) Tyre polish

b) Disk brake cleaner

c) Silencer coating

d) Vehicle washing

Answer: d

47) Benefits of enrolling customers to AMC are

a) More revenue to the dealership

b) Better customer retention

c) More loyal customers

d) All the above

Answer: d
Functional & Process

48) There are ______ steps in TVS service process

a) 10

b) 12

c) 15

d) None of the above

Answer: a

49) _________ is the first step of service process

a) Receiving customer

b) Appointment

c) Delivery

d) Diagnosis

Answer: b

50) Vehicle walk-around comes in ____ step of service process

a) Customer receiving

b) Diagnosis

c) Cost estimation

d) Service work

Answer: b

51) ________ skill has to be used while appointment process

a) Telephonic skills

b) Negotiation skills

c) Probing skills

d) All the above

Answer: d

52) _______ is the last stage of service process

a) Vehicle delivery

b) PSF

c) Invoicing and money collection

d) Invoice explanation

Answer: b
53) SA need to use his/her selling skills during ______ stage of process
a) Monitoring the service work

b) Diagnosis

c) A&B

d) None of the above

Answer: c

54) There are ______ steps in delivery process

a) 5

b) 7

c) 9

d) 10

Answer: b

55) ____________ is the first step of delivery process

a) Thank the customer

b) Inform the customer

c) Offering TR

d) Next service due explanation

Answer: b

56) Who is the responsible person during 6 QC gate process

a) SA

b) JC

c) FI

d) All the above

Answer: d

57) SA need to observe _____ points of adherence to ensure service compliance

a) 8

b) 9

c) 10

d) 12
Answer: b

58) ___________ is not a part of SA adherence point

a) Parking the vehicle on centre stand

b) Taking appointment

c) Probing complaint

d) TR with the customer

Answer: b

59) According to the safety measures SA must wear ____ shoes while working
a) Recommended shoes

b) Half shoes

c) Sports shoes

d) None of the above

Answer: a

60) SIB means

a) Service information Box

b) Service information Bulletin

c) Service implementation Board

d) None of the above

Answer: b

61) According to the SA adherence points SA must

a) Escort customer out

b) SA to conduct PSF

c) Inform customer on the work progress

d) None of the above

Answer: b

62) Following is not a responsibility of Technician

a) Understanding customer VOC

b) Look for additional repairs

c) Wait for approval

d) Calling customer for approval

Answer: d

63) There are____ steps in Insurance claim process

a) 10

b) 12

c) 9

d) 5

Answer: a

64) _________ is the stage where insurance surveyor visits the workshop
a) Approval & Verification

b) While SA making JC

c) Customer arrival

d) Vehicle delivery

Answer: a

65) While claiming for insurance _________ needs to be collected from customer
a) RC copy of the vehicle

b) Driving licence

c) Insurance claim form

d) All the above

Answer: d

66) In case of tyre warranty is rejected by the vendor SA must

a) Inform AO team

b) Inform the customer

c) Ask the customer to buy a new tire

d) Wait till the vendor approves warranty

Answer: a

67) TRUE & WISC is a part of ____________

a) Customer communication

b) Customer care
c) Skill based job allocation

d) Customer retention

Answer: c

68) ‘E’ in TRUE & WISC is __________

a) Energy

b) Efficiency

c) Experience

d) None of the above

Answer: c

69) CCCR means

a) Customer Complaint Certification Report

b) Customer Complaint Centre Report

c) Customer Complaint Closure Report

d) Customer Complaint Closed Report

Answer: c

70) CCCR is made on the _______ and the action taken to resolve the complaint
a) Customer VOC

b) Root cause Analysis

c) Technician report

d) SA verbatim

Answer: b

71) __________ is the last stage of dealer escalation matrix

a) Customer satisfied while dealer PSF

b) HO call centre call to confirm customer satisfaction

c) TM call to ensure customer satisfaction

d) None of the above

Answer: b

72) Dealer team to respond within ___ hrs to a customer complaint

a) 36 hrs

b) 24 hrs
c) 48 hrs

d) 28 hrs

Answer: b

73) TGR means

a) Total Gross Revenue

b) Things Gone Right

c) Total Generated Responses

d) None of the above

Answer: b

74) ___________ is a part of TGR

a) Express service

b) 7 days working

c) Vehicle pick up

d) All the above

Answer: d

75) PMP can be improved using _________

a) Educate Floor Sup & Technician about PMP Replacement

b) Get signature from PMP Replacement denying Customer in Job Card

c) Placing Customer education board at job card making area

d) All the above

Answer: d

76) In Express service, Customers can wait & take delivery of vehicle within __ Hr
a) 2 Hrs

b) 1 Hr

c) 45 Minutes

d) 30 Minutes

Answer: b

77) All customer complaints to be closed in ______ hrs

a) 24 hrs

b) 36 hrs
c) 48 hrs

d) 60 hrs

Answer: c

78) When you want to complete the tasks ________ need to be checked while
observing skill based job allocation
a) Basic skills

b) Advanced skills

c) Expert skills

d) All the above

Answer: d

79) India's first fully indigenous motorcycle is _____

a) TVS Victor

b) TVS Apache

c) TVS Radeon

d) TVS Champ

Answer : a

80) India's first Indian company to launch ABS in a motorcycle is ___

a) Apache RR Series

b) Ronin

c) Apache RTR Series

d) TVS Raider

Answer: c

81) Apache RTR 200 4V will achieve 0-60 kms/hr in ______Seconds

a) 5.9 s

b) 6.9 s

c) 3.9 s

d) 4.9 s

Answer: c

82) Customer care toll free number or TVS is _____

a) 18002587555

b) 18002567555

c) 18002585555

d) 18002584555
Answer: a

83) TVS motors has a production capacity of _____ million

a) 4.95 M

b) 3.65 M

c) 4.75 M

d) 4.25 M

Answer: a

84) In the year 2016, Apache RTR received ____ award

a) IMOTY

b) ICMTY

c) IMCTY

d) MOCTY

Answer: a

85) iQube is offering ________ number of variants to the customers

a) 2

b) 3

c) 4

d) 1

Answer: b

86) iQube can be charged 0-80% in less than ____ hrs

a) 6

b) 5

c) 7

d) 8

Answer: b

87) Top speed of Ntorq is ______ km/h

a) 85

b) 95

c) 100
d) 90

Answer: b

88) TVS group was established in the year ________ as a bus service
a) 1961

b) 1921

c) 1911

d) 1931

Answer: c

89) The flagship company of TVS group is _____

a) Lucas TVS limited

b) TVS Motor Company limited

c) Southern road ways

d) Sundaram brake lining limited

Answer: b

90) TVS Moped division was established in the year _____

a) 1979

b) 1970

c) 1980

d)1989

Answer: a

91) TVS group has a wide operation network in ____ countries

a) 20

b) 30

c) 50

d) 60

Answer: d

92) TVS Motors was ranked 1st in JDP survey in the year
a) 2019

b) 2018

c) 2019
d) All the above

Answer: d

93) __________ is the main partner of TVS racing

a) Petronas

b) Mobil

c) Castrol

d) None of the above

Answer: a

94) TVS motors has been scripting racing history since _____
a) 1992

b) 1982

c) 2002

d) 2022

Answer: b

95) _______ is a racing event of TVS

a) Raid de Himalaya

b) Desert storm

c) India Baja

d) All the above

Answer: d

96) The Headquarters of TVS motors company is in _______

a) Chennai

b) Madurai

c) Delhi

d) Mumbai

Answer: b

97) TVS HLX Series is a successful bike in______ countries

a) Africa

b) Middle east

c) Latin America

d) All the above

Answer: d

98) _________ is the Vision of TVS motors

a) Driven by the customer

b) Drive to excellence

c) Customer excellence

d) None of the above

Answer: a

99) ______ is the biking festival sponsored by TVS

a) Moto Ramp

b) Moto Soul

c) Moto Fest

d) Moto Meet

Answer: b

100) TVS Jupiter classic was launched with the celebration of ____ million vehicles on
road.
a) 5 Million

b) 4 Million

c) 3 Million

d) None of the above

Answer: a