Sales 101
What do we call the method of sales approach where we take the liberty of insinuating the customer's buy, purchase, or participation without asking them?
The Assumptive Approach
What OOG brand jump icon has the least vehicles listed?
BUICK
We are required to thank our customer for what two things?
Interest and/or loyalty
What Department would we connect a customer to who called us saying that they have been in an accident and need repairs?
CAC tier 1
What is the Activity Type For a regular MS call about Incentives?
Inbound Call Customer
Name three ways (methods) an advisor can get a sales lead from a customer?
Warm transfer, Email, Dealer phone call, Brochure request &lead info, Email photos, incentives, MSRP's, from dealer. Cold Transfer straight to dealer. Test drive (even though that's been covered above.)
What are my exhaust options on the 2019 Chevy Impala?
single and double stainless steel double only available on the LFX 3.6 V6 engine option
We are required to offer this on all in market calls ...PERIOD
A lead
What department would we transfer to if a caller states that they need assistance with their mobile app?
CCT
What determines whether or not an Abay Advisor makes it to production as far as aggregate score over 10 Grades?
80%
What is the one Business Unit that actually produces revenue for General Motors in this Site?
Marketing Support
For the 2019 Chevrolet Silverado 1500 Double Cab can I get the midnight edition on a 2wd
No- all Midnight editions require the 4wd
Missing this disclaimer on a call will result in a ZERO on any evaluation by anyone grading you, no matter what else occurs on that call.
Outbound call disclaimer
What department would handle a customer who having issues with their Sirius XM satellite Radio on their Touch screen?
ICS
What resource for Advisors would we access to learn about the particular operation of the safety features in our new vehicles and how does one get there?
Center of Learning through global connect
What is it called when an advisor has an appropriate response ready for when a customer objects?
A rebuttal
Trick Question : Where would one look to find out the Tire pressure suggested for a certain vehicle---after purchase?
Owners Manual- or tirewall
Using the Contact Center Scoring and Evaluations Guide PP598 what category would result in a 1 rather than a 10 if I frequently speak over the customer?
Kind and Courteous
Where would we transfer a customer who is trying to redeem a goodwill offer for 2000 dollars?
CAC or MS depending on if they are seeking to purchase a new vehicle.
Name the two major Activity Subtypes used for most Marketing Calls requiring an SR?
In Mrkt....
and Not Inmrkt...
Putting all the focus on getting a lead, and manipulating/bullying a customer, or putting excess pressure on a customer to allow dealer involvement and then sending in leads that are not legitimate is considered ....what?
FRAUD
Super Hard Bonus Question: On the 2019 Chevy 1500 Double Cab what is the difference between the Texas Edition and the All Stare Edition Packages?
Nothing of importance- Tx only avail in certain areas- All star is the rest of the USA. etc. cont...s nuance.
What category suffers a 1 from providing the customer inaccurate or incomplete information likely to cause serious impact to our caller?
Knowledgeable
What department will get you in trouble if you are taking too long and messing around in aftercall talking to your friend rather than documenting the call you just got off of.
Workforce Management- Call out
Without looking anything up- ,.....matter of fact stand up and turn around facing the Trainer- Recite the Incentives Disclaimer and the MSRP disclaimer
i know em....