PSSR Referral Practice Scenarios

These scenarios are delivered as interactive D2L knowledge checks in the course. This page shows the scenario text, correct answers, and feedback for review purposes.

Scenario 1

A customer has called three times in the past two weeks about their PC210LC. First it was a hydraulic cylinder seal kit. Then they called back needing the cylinder itself. Now they're asking about a hydraulic pump. Each time, the repair scope has grown.

Would you connect this customer with their PSSR?

Yes (Correct)

The escalating pattern here is the signal. What started as a seal kit has grown to the cylinder and now the pump. This machine likely needs a full hydraulic system assessment rather than one repair at a time. A PSSR walkaround could help the customer see the full picture and plan the work, saving them unnecessary extra downtime and multiple separate repairs in the long run.

If the learner selects No: Look at the pattern: seal kit, then cylinder, now pump. Each call is a bigger repair on the same system. This machine may have a deeper issue that one-off parts orders won't solve. A PSSR visit is exactly what this customer needs right now.

Scenario 2

A long-time customer calls to order a set of air filters and a case of engine oil for a scheduled 500-hour service on their fleet. They've done this same order every quarter for two years.

Would you connect this customer with their PSSR?

No (Correct)

This customer has an established routine and knows what they need. Not every transaction calls for a PSSR referral, and this one is straightforward restocking for planned maintenance.

If the learner selects Yes: This is routine planned maintenance from an established customer who knows exactly what they need. A PSSR referral here wouldn't add value, it would feel like you're overcomplicating a simple reorder. Save the referral for when the pattern tells you something new is happening.

Scenario 3

A customer calls to order a set of ground-engaging tools for their WA380 wheel loader, teeth and side cutters. They order the same GET set every few months as part of normal wear replacement.

Would you connect this customer with their PSSR?

No (Correct)

This is predictable wear-item replacement, not a pattern that signals a larger need. GET wears out on schedule, and this customer knows the routine. A mates and relates check is always worthwhile here, but a PSSR referral isn't called for.

If the learner selects Yes: GET replacement on a wheel loader is routine wear; it's expected and predictable. This isn't a sign that something bigger is going on; however, this could be a good moment to check mates and relates. Are there adapters, pins, or hardware they might also need?

Scenario 4

A new excavation contractor calls your counter for the first time. They've recently picked up a couple of used Komatsu machines and are placing their first parts order: a starter set of filters and fluids. They ask whether your dealership has account setup options or if they should keep ordering as a cash customer for now.

Would you connect this customer with their PSSR?

Yes (Correct)

A new customer with multiple machines is one of the strongest signals for a PSSR connection. A PSSR visit turns a first transaction into a real relationship: account setup, machine baselines, and a point of contact your customer will go to when bigger work comes up later. The first parts order is a beginning, not a one-off.

If the learner selects No: This is exactly the kind of moment a PSSR introduction adds the most value. A new customer with multiple machines hasn't built a routine with your dealership yet, and a PSSR visit is one of the strongest ways to start that relationship. Connect them with their PSSR while the relationship is forming.

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