IMPORTANT INFORMATION
WHEN CREATING AN APPOINTMENT WHAT IS THE MOST IMPORTANT INFORMATION YOU NEED TO VERIFY?
MILES
ADDRESS
EMAILS
PHONE NUMBER
CUSTOMER IS LOOKING TO ORDER PARTS DO WE NEED TO CALL SAM?
NO, WE NEED TO TRY AND CONTACT THE PARTS DEPT.
MESSAGE SAM IF PARTS DOES NOT ANSWER.
HOW LONG DOES A BATTERY WARRANTY EXCHANGE TAKE AT KIA?
2-3HRS
CUSTOMER HAS SEVRE BODY DAMAGE AND WOULD LIKE TO GET THE VEHICLE REPAIRED. DO YOU TRANSFER THE CALL?
YES
10+ BONUS POINTS IF YOU CAN TELL ME WHAT CPXs BODY SHOP EXT. IS
WHAT OP CODE WOULD YOU USE FOR THIS REQUEST:
"MY VEHICLE IS JUMPING WHEN SHIFTING."
TRANSMISSION
WHAT INFORMATION DO YOU NEED TO GATHER FOR PARTS TO BE ORDERED?
FIRST AND LAST NAME
VIN NUMBER AND MILES
DMS ID
10+ BONUS POINTS IF YOU ANSWER WITH RECAL NUMBER
CUSTOMER IS LOOKING FOR AN UPDATE ON THEIR VEHICLE, DO WE ASK SAM?
YES, IF YOU KNOW THE ADVISOR WON'T RESPOND DUE TO ANY CIRCUMSTANCES.
HOW LONG SHOULD WE QUOTE AN OIL LEAK AT COURTESY CHEVROLET IN PHOENIX?
4-5 DAYS
CUSTOMER IS CALLING IN TO PURCHASE A NEW SUN VISOR. DO YOU TRANSFER THE CALL?
ASK IF THE CUSTOMER IS LOOKING TO INSTALL IT THEMSELVES OR IF THEY WANT THE DEALERSHIP TO INSTALL IT.
WHAT OP CODE WOULD YOU USE FOR THIS REQUEST:
"MY ENGINE IS STALLING."
ENGINE PERFORMANCE DIAGNOSIS
WHAT INFORMATION DO YOU NEED TO CHECK TO SEE IF A CUSTOMER IS STILL VALID FOR AUTO-MATE?
NUMBER OF APPLICATIONS YEARS OF OWNERSHIP OF THE VEHICLE.
10+ BONUS POINTS IF YOU CAN TELL ME HOW MANY APPLICATIONS A CUSTOMER GETS FOR HOW LONG.
YES, SHE IS THE BOOK OF DEALERSHIP KNOWLEDGE?
HOW LONG IS DIAGNOSIS AT NISSAN FOR ANY DRIVABILITY CONCERNS?
3-5 DAYS
CUSTOMER IS LOOKING TO SPEAK WITH THE GENERAL MANAGER. DO YOU TRANSFER THE CALL?
ASK THE CUSTOMER WHAT THE CALL IS IN REGARDS TO.
WHAT OP CODE WOULD YOU USE FOR THIS REQUEST:
"I HAVE ALREADY CHANGED OUT MY KEY FOB BATTERY, AND IT IS STILL SAYING FOB NOT DETECTED."
ELECTRICAL
IF A CUSTOMER IS ASKING TO PURCHASE NEW TIRES, WHAT INFORMATION DO YOU NEED TO CHECK INVENTORY?
TIRE SIZE, BRAND AND TREAD
CAN WE ASK SAM FOR A DIAG TIME ON A CEL?
NO, YOU NEED TO BE USING YOUR SHEETS
10+ BONUS POINTS IF YOU CAN TELL ME HOW FAR OUT NISSAN IS FOR CEL DIAG TIMES.
HOW LONG DO WE QUOTE A 2024 GMC YUKON KEY PROGRAMMING FOR?
1-2 DAYS
CUSTOMER IS LOOKING FOR A RECALL PART UPDATE. DO YOU TRANSFER THE CALL?
NO, YOU NEED TO FIND WHAT RECALL PART THEY ARE WAITING FOR, GET STATUS AND CALL THE CUSTOMER BACK.
WHAT OP CODE WOULD YOU USE FOR THIS REQUEST:
"I HEAR A LOT OF SQUEAKING WHEN I TURN LEFT OR RIGHT."
SUSPENSION
WHAT INFORMATION DO YOU NEED IN ORDER TO CREATE A DMS ID IN CDK?
VIN
EMAIL ADDRESS
FIRST AND LAST NAME
STREET ADDRESS
ESTIMATED MILES
PHONE NUMBER
CAN YOU ASK SAM TO CHECK CENTURY OIL CHANGES?
YES YOU CAN.
HOW LONG SHOULD WE QUOTE IF A CUSTOMER IS COMING IN FOR ELECTRICAL AND TRANSMISSION CONCERS AT DODGE?
4-10 DAYS
CUSTOMER IS LOOKING TO SPEAK WITH ANOTHER AGENT THEY PREVIOUSLY SPOKE WITH. DO YOU TRANSFER THE CALL.
YES
20+ BONUS POINTS IF YOU ANSWER CORRECTLY.
IF YOU ARE THE PREVIOUS AGENT AND YOU SCHEDULE AN APPOINTMENT, IS IT INBOUND OR OUTBOUND?
WHAT OP CODE WOULD YOU USE FOR THIS REQUEST:
"ALL OF MY CYLINDERS ARE MISFIRING."
ENGINE PERFORMANCE DIAGNOSIS (RUNNINR ROUGH, OTHER)