Overcoming Objections
Looney Lienholders
Paperwork Panic
Salvage Shenanigans
100
Our customer, Graham, is angry with his valuation and demands to know how we calculated our value. What would you tell him?
We use JDPower to search for same year/make/model within a certain distance from zip, then adjust the average sale/sold price for the condition of your vehicle along with any aftermarket parts/recent major work or refurbishments.
100
We run a title through I-Records and this comes back. Who do we need to contact to obtain lienholder information? 
1. Riedman Motors
2. There is a Pending State Lien, meaning we will need to verify if this is with the Dept or Revenue or a child support lien. Contact info for both is in your Onenote!
100
If we need a POA signed and have 2 owners in different states that cannot sign together, how do we acquire their signatures?
We can send 2 separate POA forms and have them each sign/have notarized.
100
Can someone ORS with a lienholder?
Only if we get permission from the LH (since they own the title)
200
The owner of a total loss vehicle is adamant they cannot find a vehicle on the market right now for the price that we are paying them. How would you respond?
We owe for the price of your specific vehicle in its condition prior to the accident. We do not owe for the price of a new vehicle.
200
How much are we paying the Lienholder under NPO coverage?
$2,677.90
200
If we have a total loss vehicle where one of the owners is deceased, what do we do?
1. Get copy of death certificate
2. Have title/POA signed by next of kin or informant on death certificate
3. Have them sign Affadavit for transfer of certificate of title form
200
What steps do we complete when we have an ORS claim for a vehicle that is 8 model years and older?
1. Get photo of title
2. Title work only assignment in IAA
3. Open ORS salvage
4. Issue pmt
NO PPW NEEDED!
300
Here is a breakeven analysis for a total loss vehicle. Why did this vehicle total?
Estimate for damages seen is $6390.95. However, there is an expectation that more damage will be found once teardown occurs, estimated at $500 (total projected estimate of $6,890.95). The total loss valuation for this vehicle will be $6763.60. Therefore, it will be cheaper to total the vehicle.
300
If we are going to be using NPO (meaning the owner of the vehicle is upside down on their loan) Do we use the Lienholder Portal? If not, how do we contact the lienholder to get the payoff information and what else do we need to ask?
No, we do not use the lienholder portal for NPO claims. We contact the lienholder by calling them and using the "Lienholder Contact" template. We also need to make sure we ask the NPO questions in the calculator while on the phone with them:
300
If we have a vehicle that is registered in another state, what resources can we use to assist us in handling the total loss?
1. Salvage site: Breaks down state specifics by each state
2. Salvage chats: Links to admin in other states that can assist you and answer questions about out of state TL vehicles
3. Supervisor/coaches: If you still need help, ask!!!
300
If we have an ORS that is 7 model years or newer, we need to get *BLANK* from the customer?
2 signed POA forms (to change the title branding to salvage title)
400
This customer is insisting that his vehicle is worth more than $2,997.20. How would you respond?
There is a title history adjustment, meaning this vehicle was recently involved in some kind of accident causing a significant amount of damage. Because of this, it is worth less than if it had a clean title.
400
If we have a lease vehicle that is a total loss, what do we need to do to finalize the process?
1. Get a LOG and confirm if NPO on policy
2. Confirm with Leasing company how much the owner of the vehicle has paid in taxes
3. Payment goes to Leasing company, amount paid in taxes goes to owner
NO POA NEEDED!!!
400
If we are setting up a POA appt in a different state, what do we need to make sure the office we are sending them to has?
A notary!!!
400
If someone has a vehicle registered in another state and wants to ORS, what should we do?
Verify state ORS guidelines by collaborating with sup/salvage site/chat