FEES
What is the cost for a OOW fuel delivery at RSA ?
$75
What are the sign & drive services ?
FFJ- Fuel , Flat , Jumpstart * Free in Warranty
How long does the NVLW last for on passenger cars?
4 yrs/50k miles
Name locations wherein a customer is able to locate their VIN number?
App , Registration/Title/Insurance Doc , Inside the Driver's side door.
What is the RSA official Greeting ?
Good Morning/Afternoon/Evening [Roadside]. This is [Your Name], Are you in a safe location?”
What is the cost for a Winch Service at RSA?
$99
These services are dubbed "human error " and comes with a fee in or out of Warranty.
Lockout & Winch Out
How long does the NVLW last for on Sprinter/Metris Vans ?
3 yrs/36k miles
What are the 5 points of verification for Roadside once an account populates in the system ?
Full Name ,Number , MCY/VIN, Street number & email domain?
Your customer calls in to follow up on a service dispatch. You were able to locate the ticket and advise her of the ETA. While on the phone her service provider arrives . How do you classify this case?
Services-Phone Fix-Permanent
Mary had her car towed to Mercedes-Benz Dealership, after getting her vehicle diagnosed, she has decided that she no longer wants her vehicle serviced there. How much is she likely to get charged?
Up to $162
Tow
True or False:
Smart Cars & Sprinter Vans are able benefit from complimentary Tows OOW .
FALSE
Your customer calls in and needs a Flat tire changed . You have dispatched the Tow , how do you classify ?
Your customer calls in and advises that her car has overheated and she needs a Tow . How do you classify this case?
Accident & Assistance-Roadside assistance-Tow Handling
Charlie needs his OOW Sprinter to be towed to the nearest MB dealership. How much will this cost?
$162
TRUE OR FALSE:
Tows are complimentary even OOW.
True *conditions apply
Some customers will have free Roadside Warranty for as long as they have their vehicle. Which means all Sign&Drive services will be complimentary. Why is this so?
The purchased their vehicle from an authorized Mercedes-Benz dealership prior to January 4,2011 and are still the original owners.
TRUE OR FALSE:
All Winch Out services are handled by our MB Dealerships .
FALSE- AGERO
After rendering your greeting . Your customer says "NO I'm not in a safe place" . What do you say ?
I recommend that you contact 911/ emergency services and request further assistance.
Bianca's car has broken down and she wants her vehicle towed to her home. Her home address is 40 miles from her breakdown location. What will be the cost of this tow?
$162 for the first 20 miles + $4 per mile for every mile after that. Amount due = $242
Your Customer advises that she is currently locked out of her vehicle . What options do you offer ?
Attempt App unlock if applicable - Offer to set up lock out service dispatch.
TRUE OR FALSE:
Lyft vouchers are provided to all RSA dispatches.
Only provided for Tows
How long is the Lyft voucher valid for .
Must be used within 3 hours.
Your Customer advises that she is currently locked out of her vehicle . What primary probing question do you ask ?
Where are the keys located? In the Trunk or in the Cabin of the vehicle.