Pricing
A customer is calling in to schedule for an oil change at San Diego. You put in a LOFCC, what kind of vehicle is coming in and how much is the oil change?
Corvette or Camaro SS
$220.00 Plus Tax
What should happen within the first 10 seconds of every inbound call to establish who you are and build instant rapport?
The proper greeting
DEMONSTRATE
***15 extra points for the perfect greeting***
Before your shifts starts, when should you have all your browsers open and What browsers are most important to have opened first?
5 to 10 minutes before your shift begins.
Browsers you NEED open
XTIME
Go-To
Numa
Outlook
Warranty pages and CDK
BDC tracking page
How long does a warranty battery replacement take at Kia?
2-3 HOURS
*5 BONUS POINTS IF YOU CAN TELL ME HOW LONG KIA'S BATTERY WARRANTY IS*
3yrs/36,000 miles
A customer is calling in to get their tire fixed after having a blow out on the road. Will this be covered under manufacture warranty?
No it will not unless the customer purchased a tire/wheel protection plan.
*5 Bonus points for including T/W PP*
A customer is calling in to get 4 keys reprogrammed to their vehicle? How much is it going to be to program 4 keys?
$149.95
Bonus Points if you say it does NOT include the price of the key.
Before placing a customer on hold, what should you ask first instead of just putting them on hold?
May I place you on a brief hold while I check that/ contact the service advisor?
Order your leads/activities by highest priority to lowest.
Emails
Numas
Missed Appointments
CSI *IF YOU HAVE IT*
SOPs/SORs
XTIME LEADS OR ACTIVITIES
A customer from Kia just bought a certified Pre-Owned Mazda from our dealership last Thursday. They are calling into the dealership to get their AC fixed.
How long are we quoting diagnostics time?
"The advisor will provide you an estimated repair time once the veh. is here and he speaks with your sale representative."
*5 BONUS POINTS IF YOU SAY AFTERSALES*
What are the three major components that Powertrain warranty covers?
Transmission
Engine
Drive Shatf
What is the new Diagnostic price at Courtesy Chevrolet San Diego and does the price of diagnosis go towards parts and labor?
$245.00 and yes it goes towards parts and labor.
What should you do before blind-transferring a customer to an advisor or anyone in service? This should always be done to ensure a live human is actually ready to take them.
What is a "warm transfer"
Everything needs to be cleared/taken care of per hour and all DARK GREEN per hour.
A customer is coming into our San Diego location to schedule an appointment for a 2021 Suburban to get their keys reprogrammed. How long do we quote for this type of work?
1-2 days
A customer just picked up their vehicle after having it here for a week for an oil leak and engine running rough diagnostic. Their extended warranty had covered the repairs from their visit with us. The customer is asking if they will have to pay, what is the correct answer, and will it be covered under manufacturer warranty?
"As far as payment goes, we need to reevaluate what may have happened to your vehicle. We need to diagnose to see if it's related to the original repair first before discussing any charges."
No, it will not be covered under manufacturer warranty they used an ext. warranty last time
How much is a battery installation at Polestar?
$250.00
When introducing a customer during a warm transfer, these are the three crucial pieces of information you must pass along to the receiving employee, so the customer doesn't have to repeat themselves. What is it?
What are the customer's name, vehicle of interest/issue, and the current status of the conversation
What type of attitude and volume should you have to respect other co-workers and their time with the customers?
Positive, calm, inside, soft princess/prince voice.
No screaming across the room to speask to another employee or managment.
Customer is calling in because they need to bring their vehicle in for a diagnostic at our Dodge location. They are telling you that when they are slowing down there is shaking and squeaking until they get to stop. What kind of diagnostic does this need and how long will we need the vehicle for?
It will start with a brake diagnostic which is 4-5 hours if it is anything else it will be suspension which is 1-2 days
*15 bonus points if you got both*
A customer recently had a recall done on their vehicle and now are experiencing the recall problems with the vehicle and believes we did not perform the recall correctly. Are we able to re-open a manufacture recall?
No we cannot re-open ANY recalls
*20 bonus points if you can explain the process of how this will be handled in your best Disney princess voice*
How much is the installation fee for an auxiliary battery at CDJR?
$240.00
Swap out the blunt question "What do you want?" or "Why are you calling?" with this polite, service-oriented inquiry.
What is "How may I assist you today?" OR "How can I help you?"
When your notifications for the BDC group chat in teams pop up when should you check the message?
Immediately
*10 BONUS POINTS IF YOU CAN TELL ME WHY THIS IS IMPORTANT*
A customer is calling in for Courtesy Chevrolet in Phoenix. They are telling you that their engine has overheated and the vehicle is not turning on. They are getting the vehicle towed to us. How long are you going to quote with OUR CURRENT diagnostic time and what kind of appointment is this?
Emergency and 5-7 days
Are brake pads and rotors covered under warranty for any of our dealerships?
Volvo is the only dealership that covers brake pads and rotors?
*10 Bonus point if you can tell me how long their warranty is*