Mazda Training manual - part 169

Level Test 

MARKING SHEET 

Delegate’s Name: 

Dealership Location: 

Tester’s Name: 

Date of Test: 

Tester’s overall comments: 

Tester’s signature: 

Date: 

Reviewer’s overall comments: 

Reviewer’s Name:  

Reviewer’s signature: 

Date: 

 

Curriculum Training 

5 

Level Test 

 

SOLUTIONS FOR NUMBER ONE 

ACTION MAXIMUM 

MARKS TO 

AWARD 

MARKS 

GIVEN 

Conflict Management 

 

 

– 

Being Assertive: 

5  

– 

Items such as: expressing thoughts, feelings and beliefs in a direct, 
honest and appropriate way; working towards a “win-win” solution; 
never moving into aggressiveness 

5  

– 

Being Cooperative: 

5  

– 

Items such as: allowing some give and take; taking care to 
understand the customer’s point of view; working with the 
customer as a fellow team member; again working towards a 
“win-win” solution 

5  

Problem Solving 

 

 

– 

Understanding the Problem: 

3  

– 

Items such as: understanding the aim; understanding what the 
unknowns are; understanding available, missing or irrelevant 
information 

2  

– 

Devising a Plan: 

5  

– 

Items such as: looking for a pattern; using a technique used 
elsewhere; devising and assessing the plan; deciding whether it 
will work 

5  

– 

Carrying Out the Plan: 

5  

– 

Items such as: presenting and agreeing the plan; implementing 
the plan; checking each step as you go; recording what has 
happened 

5  

– 

Looking Back: 

3  

– 

Items such as: checking the results; asking whether we could have 
used a better method 

2  

 

50 

 

Supporting comments (continue on reverse if necessary) 

Curriculum Training 

6 

Level Test 

 

SOLUTIONS FOR NUMBER TWO 

ACTION MAXIMUM 

MARKS TO 

AWARD 

MARKS 

GIVEN 

Resolving Complaints 

 

 

– 

Apologising: 

5  

– 

Items such as: focusing on the customer; listening; not correcting 
them; apologising in the right tone and with the right body language 

5  

– 

Empathising: 

5  

– 

Items such as: confirming understanding of the effect on the 
customer; using sincere voice 

5  

– 

Reassuring: 

5  

– 

Items such as: stating how you will fix the immediate problem; 
making sure the customer is totally satisfied; explaining how 
you will stop it happening again 

5  

Building Good Relationships 

5  

Items such as: matching; the right voice; the right body language; 
respecting their world 

5  

Saying No: 

5  

– 

Items such as: listening carefully to the request; thinking 
carefully before you respond; saying no politely; explaining 
clearly why; stressing that you don’t want to over-promise and 
under-deliver; offering a compromise; listening again and 
keeping going round the loop until agreement is reached. 

5  

 

50 

 

Supporting comments (continue on reverse if necessary) 

 

Curriculum Training 

7 

Level Test 

 

SOLUTIONS FOR NUMBER THREE 

ACTION MAXIMUM 

MARKS TO 

AWARD 

MARKS 

GIVEN 

Understanding outside and inside sources of stress: 

5  

Items such as: stresses from job, family, finances; stresses from 
your own feelings, beliefs and attitudes 

5  

Recognising the symptoms of stress: 

5  

Items such as: headaches; muscular tension; sleeping poorly; 
anxiety 

5  

Recognising the impact at work: 

5  

Items such as: poor morale; loss of confidence; absenteeism; poor 
performance; poor service 

5  

Getting stress under control: 

 

 

– 

Being aware of what stresses you – and your reaction: 

3  

– 

Items such as: notice your distress; don’t ignore it; don’t gloss over 
your problems; notice how your body responds to stress 

2  

– 

Recognising what you can change: 

3  

– 

Items such as: trying to avoid or eliminate the causes; trying to 
reduce their intensity; trying to take a break; working with your 
colleagues to minimise overall stress 

2  

– 

Moderating your responses: 

3  

– 

Items such as: not overreacting; not expecting to please 
everyone; putting the situation in perspective; slow, deep 
breathing 

2  

– 

Building your reserves: 

3  

– 

Items such as: exercising; taking breaks; getting enough sleep; 
developing supportive relationships; expecting some 
frustrations 

2  

 

50 

 

Supporting comments (continue on reverse if necessary) 

 

 

Curriculum Training 

8