Mods
How many types of mods are there?
4-qmod, rmod, lmod, smod
What are the 4 steps to the call flow?
opening, fact finding, negotiating, close
What is the action code to enter a note?
NN
What does action code A stand for?
Appointment
What are the carhop core values?
do the right thing, handle it now, keep it simple, get better, work together, have fun
How many on time payments does a biweekly customer need for an smod?
13
What are the 3 questions we need on every call?
what has you behind, how short of $X are you, what is your plan?
What action code lets you see pay history?
P
What does action code AC stand for?
All contact
What is our mission statement?
help people drive
How many days out can you move a customer with a qmod?
10 days
What are the compliance requirements for an inbound call?
your name and CHF, customers name, call recorded, last 4 of SSN, POE, Address, veh make and account status
What action code allows you to set a payment plan?
PP
What does action code PH stand for?
Phone history
What did I say was my favorite band the first day?
Led zepplin
What is the lowest percent we can lower a customer with an lmod that has a balance of $3500?
30%
What is the carhop ladder?
BIF, what we will settle for, what we can get
What action code is used to find how old the account is and mod histoy?
AS
What does action code DV stand for?
Device
What does SOD stand for and what does it mean?
Satisfaction of debt- they havent made 2 months of payments, we can take the car back and release them from the contract
Recite the mod script
Per our conversation on (date of conversation) via (method of contact, customer’s name) agreed to resume payments of (payment amount) (payment frequency) on (date the payments start again)
what are the 5 golden rules to negotiating?
demand bif, dont make first offer, always bump, planned pauses, take what you can get
What action code is used to find the NOS date?
S
What are the steps to see where a vehicle is pinging?
DV then 4 for heartbeat
Customer is having a large mechanical expense, not covered under our warranty. Customer can pay part of the repairs but not all, whats a WIIFM we could use?
If i could help pay for parts, would you be able to pay for labor?