DCA Final Exam Questions and Answers

DCA Final Exam Questions and Answers

1. It is important that every customer receives a warm greeting which includes your .: Name 2. What should be offered to every customer who is purchasing an interior, or bought an interior through the super lane?: Unlimited 3. After identifying if the customer is an unlimited member, what should you be asking next?: Focus areas 4. When approaching the vehicle, which areas should you be observing on the exterior of the vehicle? Select all that apply: Scratches, headlights, make/mod- el, license plate, windshield chips, clearcoat: Scratches, headlights, windshield chips & clearcoat 5. True or false: If a customer does not have a focus, you do not have to offer any products or services.: False 6. What is the complementary service for any shampoo service?: Fab protec- tant or headliner 7. What is the complementary service for a wax?: Rim wax 8. What is the complementary service for a super interior?: Vinyl 9. What is the complementary service for a carpet shampoo?: Seat shampoo 10. What services are good recommendations for vehicles that are brand new and in excellent condition?: Wax, Aquapel, leather, vinyl 11. What are additional services you can offer to a customer who is purchasing the express detail?: 6 month wax, engine detail, headlight resurface or restoration 12. If a customer is concerned with mud and salt in their floor area but has declined a $39.99 carpet shampoo, how should you lead the sale from there?: Mat shampoo 13. True or false: If a customer says something is too expensive, the DCA is permitted to offer the service at a discounted rate.: False 14. True or false: All discounts of services must be approved by a member of management.: True 15. If a car in your line went through the car wash and has less than perfect quality on the exterior and you are unable to handle it yourself, what must you do?: Send them through for a rewash or get a manager 16. How are areas of concern communicated with the Kiss Off tech?: Window crayon 17. How many fragrances do customers receive with any of our interior op- tions?: 1 18. Where must the fragrance be placed in the vehicle?: Vent 19. True or false: Delta Sonic does not permit the cleaning or removal of bodily fluids.: True