Cung cấp chất lượng số 1 sản phẩm có nghĩa là để cung cấp các loại xe phù hợp với nhu cầu của khách hàng, sử dụng, và môi trường. Cung cấp chất lượng số 1 sản phẩm có nghĩa là để cung cấp dịch vụ thống nhất cho tất cả khách hàng. Số 1 sau khi dịch vụ bán hàng được thực hiện bằng cách hoàn thành chỉ sửa chữa mà khách hàng có yêu cầu. | Please take this examination after finishing all the chapters in this book. Click the Start Examination button. Type all of your answers into the examination form on the screen. After all the questions are finished click the Write Results button at the bottom of the screen. A new window will appear. After inputting all required fields into the answer form print it out and submit it to the instructor. Q-1 According to the Toyota company philosophy is the customer dealer distributor or manufacturer given top priority r A. r C. r B. r D. Q-2 Which one of the following statements about the Toyota Quality Service activity is true c A. Providing quality No. 1 products means to provide vehicles that suit the customer s needs use and environment. c B. Providing quality No. 1 products means to provide uniform service to all customers. c C. No. 1 after-sales service is accomplished by completing only the repair that the customer has requested. c D. Technicians should concentrate only on completing the maintenance service and need not worry about the handling of customers. Q-3 Select the appropriate basic job of the technicians from following the statements. c A. The basic tasks of the technicians are to directly receive requests from customers and to perform the work accordingly. c B. If additional work is needed the technician reports it to the service advisor who discusses it with the customer before giving the go-ahead to the technician. c C. If additional work is needed the technician discusses it with the customer and proceeds with the work. c D. The basic tasks of the technicians are to perform maintenance and repair work and a final inspection upon completion. Q-4 Which one of the statements below is true about the following basic workflow in a workshop c A. Diagram 2 shows the service reception process in which the technician directly receives a request to service the vehicle from the customer. c B. Diagram 3 shows the service reception process in which the .
