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Critical Instructions

By Alfred Fox,2014-06-28 21:18
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Critical Instructions ...

    Shoppers are heavily rated on their ability to follow the instructions.

    Critical Instructions

    Please ensure that the following Critical Instructions are followed. Failure to do so can result in

    removal from our shopper database and forfeit of payment due to our need to have the store re-

    shopped.

     ****DO NOT PHONE FOR AN APPOINTMENT JUST SHOW UP **** ? Collision Plus is an association of Independent Auto Body Shops. These Auto Body Shops are among the best in the industry, most being well established for 20 years or more. ? Please go to www.collisionplus.ca for more information and to look up the mapped location and shop hours for the location you are assigned. ? To evaluate the store appearance properly: You must EITHER: 1. STAY inside while the estimator works on your appraisal, about 10 minutes. OR 2. IF, the appraiser does not give you the opportunity to sit in the waiting room while they do the appraisal, then indicate N/a for the questions you are not able to answer, and explain why in your summary. (The appraiser might say, “Come on outside with me and we’ll have a look.”) If you are visiting a location outside the area you live, if the salesperson asks you for your address, give them your home address and explain that you work in the area.

Name of Body Shop:

    City:

    Address:

    Shopper Number:

    Date of Visit: Front Desk Estimator Time of Entry: Name Time of Exit: Gender Number of Employees on Height Duty:

    Number of Customers in store Hair Length upon entry:

    Shopper Number: Hair Color Job Number on Website: Glasses (Y or N)

    First Impressions Exterior Yes/No

     1. Was the entrance easily identified from the street?

    2. Was the customer parking clearly identified for those requiring an estimate? i.e. “Park here for estimate” or “Customer Parking.”

    3. Was a designated parking spot available for you and easy to access?

     4. Was the parking lot free and clear of pot holes, garbage, parts,

     materials, and appear to be swept regularly?

    5. Was the signage clear and easy to read, directing customers to the appropriate service areas?

     6. Were the windows clean and clear of clutter?

     7. Was the front entranceway clean, swept clear of debris and litter?

     8. Prior to entering the shop, did you have a positive first impression?

    First Impressions Interior/Reception Indicate n/a if time did not permit you to evaluate some areas or you Yes/No

    did not notice.

     9. Was the front counter clean and uncluttered?

     10. Did the paperwork and files appear to be kept in an orderly fashion?

     11. Were the employees keeping food away from the front reception area?

     12. Was the reception area dust free?

     13. Did the reception area appear recently vacuumed?

     14. Did the reception area appear recently swept?

     15. Were the INTERIOR windows clean and clear of clutter?

     16. Were there no unpleasant odours in the reception area?

     17. Was the waiting area clean?

     18. Were the chairs clean?

     19. Was the reading material current?

     20. Was the reading material appropriate for both genders? 21. Upon review of the interior, and the reception area, did you have a positive first impression?

    Meet and Greet Yes/No 22. Were you greeted verbally by the front desk employee (or the estimator) as you approached the counter?

    23. Were you greeted, verbally, OR non-verbally by anyone else if they were within 5 feet of you?

    24. Was all the employees clothing clean, and free of stains? Jeans are okay if they are clean and not ripped or faded.

    25. At the check-in, explain that you require an estimate. Did the front

     desk employee (or the estimator) show understanding and empathy to

    your situation? That you just had an accident.

    26. Did the front desk employee, or the estimator, at anytime, take down

     your personal information regarding your name, and the vehicle make

    and model?

    27. IF you had to wait for the estimator, did the front desk employee ask

     you to have a seat while you waited? Indicate N/a if the estimator was

    able to assist you right away.

    28. IF you had to wait for the estimator, did the front desk employee

     inform you how long the wait would be? (more accurate than, “not long”.)

    Indicate N/a if the estimator was able to assist you right away. 29. At anytime while you were in the waiting area, did the front desk employee or the estimator inform you of the reading material available? 30. Did you witness at anytime, if the front desk employee was on the phone, did they excuse themselves from the phone call to acknowledge another

     customer?

    31. Did you witness proper phone etiquette while you were waiting, displaying professionalism on the phone at all times?

    Estimate Procedure Yes/No 32. Did the estimator walk you out to the vehicle? (indicate n/a if the location you shopped had a “drive-lane”)

    33. Did the estimator POLITELY continue with the estimate, even if they

    recommend that you take the vehicle to ICBC first. Indicate NO, if

    the estimator refused to give you an estimate, or did so reluctantly. If necessary, you can explain that you might need to do this privately,

    so your insurance premiums do not increase further.

    34. Did the estimator identify ALL damage on the vehicle, to protect the shop against future claims?

    35. Did the estimator give you the opportunity to have other minor repairs

    completed, while they had your vehicle in the shop, and the paint already

    matched up?

    36. Did the estimator explain the value that can be had by having the

    additional work done at the same time? i.e. Your car will look like new

    without having to book another appointment. It will be cheaper to have this done at the same time, since the paint would be matched already.

    SAY YES, TO HAVING THE EXTRA WORK DONE. This will go on the

    estimate, no work is actually being completed.

    37. As you walked back into the office, did the estimator ask you to have a seat while you waited?

    38. As you walked back into the office, did the estimator inform you how long the wait would be? (more accurate than, “not long”.) 39. Once the estimate is complete, did the estimator enter the waiting area and greet you by name?

    40. Was the waiting time accurate, or less than, the time that the front desk employee or the estimator indicated?

    41. Did the estimator walk you through the estimate, explaining the damage, and how it would be repaired?

    42. Did the estimate include the work you asked to be done AND the cost for the additional work recommended, so you could re-consider at home? 43. Did the estimator ask you if you would like to book an appointment to have the work completed?

    44. Did the estimator inform you of the availability of a pick up and drop off service?

    45. Before you left, did the estimator ask if everything was clear to you, offering “do you have any questions”?

     46. Did the estimator give you their name?

     47. Did the estimator thank you for coming in today?

    48. Did the estimator offer a friendly parting remark? i.e. Goodbye, have a nice day?

    49. Upon your departure, could you leave the parking lot easily? i.e. Your car was not blocked?

    Overall Satisfaction Yes/No 50. Following your entire experience, would you come back to this shop to have your repairs completed?

     51. Did you feel comfortable with the entire staff at this location?

     52. Would you feel confident about the repairs being done at this shop?

    53. Would you feel confident with the entire procedure, paperwork included, being handled properly?

    Total Score (Office Use Only) Please summarize your shopping experience in chronological order. Minimum of

    200 words.

    Writing Your Report ? Please summarize your entire experience from your parking experience to leaving the parking lot. Minimum of 200 words. No maximum. Shoppers are rated on their ability to follow the instructions for the shops as well as the quality and length of summary. Your summary should consist of comments on various questions on the report, and also justify any “NO” answers. ? LAST CHANCE!! Before your report is submitted for proofreading and evaluation, please double check the following: ? Verify that there are no conflicts between the summary and your YES-NO answers. ? Verify you have answered ALL questions, and completed the ENTIRE Header. (Date, time, salesperson etc) ? Verify you have followed all instructions. ? Ensure you are submitting the assignment as per the below “Submitting the Assignment” section. ? Ensure that this is the quality of report you wish to submit. Ensure it is your best effort. ? Fax your receipt to 604-648-8307 or email with your assignment to msscheduling@kenwvs.com Submitting the Assignment ? Please change the file name to reflect the store location you just shopped. Ie. Collision Plus - Store Location Ie. Collision Plus Able Auto Body Walnut Grove ? If emailing the estimate, please change the file name of the ESTIMATE to reflect the store location you just shopped. Ie. Collision Plus - Store Location - Estimate Ie. Collision Plus Able Auto Body Walnut Grove Estimate ? Please submit the questionnaire via MS Word attachments. Please DO NOT submit the questionnaire in the body of the email. ? You can e-mail the completed questionnaire to Ken at msscheduling@kenwvs.com ? Since this assignment is being submitted through MS Word Documents, please ensure that ALL information for the assignment is on the MS Word Documents. Do not submit some information through MS Word Documents, and some through the website. Once you have completed and submitted the assignment by email you need to clear the job from your "in progress" section of your login. Don’t clear the job before you have completed and submitted it. To do this: 1. Login to the website and select the assignment you just submitted by email. 2. Fill out the Date, time etc then copy and paste the summary portions of the assignment from the comment sections from your report. 3. Press submit. 4. This job will now show up under your "jobs completed" section. 5. Don't do this until AFTER you have submitted the questionnaire by email. Don’t forget to clear the job, or it may be classified as late, or overdue, and it may get re-assigned. Be sure to print a copy of your questionnaire or save it so you have a copy, just in case of transmission difficulties. Please keep this copy until you have received payment. If you have to decline or cancel, please login and click the "cancel" button next to the shop. This puts the job back onto the job board for another shopper to select. However, canceling a job too close to the deadline will affect your ranking dramatically, and possibly result in removal from our database. .

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