VW/Porsche
A customer is calling and the phone says Porsche. How do you answer the phone?
Thank you for calling Porsche Syracuse, this is (your name), how can I help you?
What are the scheduling intervals?
Mon-Fri every half hour. Sat every hour.
Someone calls for Robyn Finsel, is it a warm or a cold Transfer?
Cold Transfer
What are the hours for Service/Parts?
Mon- Th 7:30am-7:00pm, Fri 7:30am-6:00pm, Sat 8:00am-4:00pm.
Cindy Lou Who told you that Sam I Am's dress is so ugly and it is making you sick to look at. What do you do?
Ignore Cindy and tell Jeff or Taylor
A customer calls to speak with Rick in Porsche. You can not get ahold of him, what do you do?
VM
A customer states that their 2019 MKC is shifting hard in between 2nd and 3rd gears, what do you do?
Someone says that they are a lawyer and need to speak with someone in charge, who do you send them to?
Ken Elander
What are the hours for Sales?
Mon- Thurs 9am-8pm, Fri-Sat 9am-6pm.
You are sick and need to call in, what do you do?
CALL Jeff or Taylor
A customer calls to get an oil change on their Panamera, what do you do?
LOOK THE CUSTOMER UP IN XTIME and then send down to an advisor.
A customer calls to schedule an appointment for a Detail on their Lincoln MKX. They are claiming they have black label, what do you do.
Someone is calling for employment verification, how do you handle the call?
Get the persons name and send them over to Kayla Tubolino.
Another employee is calling up saying they need more water bottles, how do you handle this call?
Tell them that they need to get the water out of the dungeon or out of parts.
How long does a dress/skirt needs to be to be appropriate?
To the knee
A customer calls to set an appointment for their VW Touareg. How would you handle this call.
Get customer information and send down to an advisor.
A customer has a 2016 Ford Fiesta and wants to schedule an appointment with the Valet service, how do you handle this phone call?
Tell the customer that unfortunately, the Valet Service is only for Lincoln Customers.
Someone calls to speak with Firas Makhlouf, what do you tell the customer?
He is in a meeting at the moment, I can get you over to his voicemail OR he is unavailable at the moment, I can get you over to his voicemail.
Someone is calling saying they want an RV, where can you send them?
Burdick RV on the call sheet
True or False. You can Wear flip flops into the office.
False
A customer has rust on their VW Atlas. Their vehicle has not been seen before got this issue, describe how you would handle this call?
Tell the customer that they can stop in anytime Mon-Fri to get pictures taken of their rust so we can submit a claim.
A customer wants to schedule an appointment for their Ford F-250 Super Duty. What do you ask the customer to determine if we can schedule this vehicle?
Is it diesel! We cannot schedule Diesel vehicles for Lincoln.
A customer wants to speak with a salesperson about a Ram that they saw online. What do you ask the customer before you send them over to Internet Sales?
Have you been working with anyone?
Another Employee is calling up and asking about Driver's Village uniforms, where can you send that call?
Len Delucia
What is considered on time?
5 and 10 minutes early?