Funds
What are the 3 options to complete funds verification?
3 way call to bank
Cashier's Check
Name a state that requires insurance before green.
Any of the following are acceptable: NC, SC, FL, PA, DC vending machine deliveries/pick ups, MI, NJ, NY
How do I know what method to use to complete IV? (Do I use NADA, an online check, or a phone check)
You must look at the state by state guide for the state the license was issued in.
Where would you look to determine whether AV is required or not?
The SbS for the state the customer is registering in.
I was able to really connect with my customer and have a conversation about the weather today. What principle am I displaying?
Every Customer Matters (small talk)
How do you know if FV is required?
If it is required, there will be a work item in Carma.
What is the minimum amount of days insurance must be valid?
45 days after delivery
Give 1 example of a state that requires an online check, a state that requires a phone check, and a state that requires NADA.
Online check: AL, CT, FL (3RD PARTY/CASH), GA, ID, IO, KS, LA, MI, MN, MT, NE, NM, NC, ND, OH, RI, SD, SC, TN, TX, WA, WASHINGTON DC, WV, WI
Phone: FL (CF ONLY), IL, IN, PA
NADA: AZ, AR, CA, CO, DE, IN (ID CARDS ONLY), KY, ME, MD, MA, MS, MO, NV, NH, NJ, NY, OK, OR, UT, VT, VA, WY
If the customer is registering in AZ and the address on the DL does not match the registration address, would they need to provide AV?
No. AV is not required for registration in AZ.
I was able to help my customer by staying on the line with them while they uploaded the required documents. What principle am I displaying?
Commitment (ownership)
Someone other than the customer is providing the cashier's check for the down payment. Can we complete FV this way? Do we need any additional documents to complete FV?
Yes! We will need the f/b images of the check and the f/b DL images for the remitter. They will also need to be added as an authorized user on the customer's account.
List the requirements for MI insurance.
How long does an IV document (such as the DL/ID card) need to be valid in order to clear the IV work item?
Must be valid for at least 35 days after delivery.
If the customer is registering the vehicle in FL, what circumstances would they be required to provide an AV document?
If they have an out-of-state driver's license AND the vehicle is being delivered from a hub outside of the state of FL.
I am ready to green my customer. What would I provide for their next steps, so that I can ensure I hit on Anticipation?
I would want to make sure to go over delivery expectations.
Who does a cashier's check need to be made out to?
Carvana or Carvana, LLC
Can we accept temporary insurance information for a customer in NJ?
Yes, as long as we clearly communicate to the customer we MUST have the permanent insurance information in order to begin registration.
Can we accept temporary driver's licenses?
As long as the state by state does NOT say we CAN'T accept, we can. We will also need a photo ID along with the temp DL.
If a GA customer has a PO Box for their home address, can we accept this? Where did you look to find this information?
No. We would need an actual home (street) address because we can't register the vehicle to a PO Box per GA SbS guidelines.
If I make sure to tell my customer that my favorite benefit that Carvana provides is the 7 day money back guarantee (it provides that "safety net" in case anything were to go wrong after delivery) - what principle am I hitting with this information?
Passion (touting benefits)
My customer needs another week to come up with the funds. Can we extend their deadline?
No! We do not hold vehicles for funds. Customers need to have their funds available at the time they place their order.
Can we accept FL insurance with no expiration date?
Yes, as long as it states "NOT VALID FOR MORE THAN ONE YEAR FROM EFFECTIVE DATE."
Can we use a DL that was uploaded for a previous purchase?
Yes, but ONLY if they have been uploaded in the past 30 days and are still valid/not expiring within 35 days of pickup/delivery.
My customer has an address in NV that matches their DL. They are picking up at the Vending Machine in CA. Will they need to provide AV documents?
No. They can not move forward with this purchase unless they have a registration address in the state of CA.
I used my active listening skills and really made sure to answer all the customer's questions. What principle am I hitting by using active listening skills?
Empathy