Compliance
Who is the Compliance Director?
Eric Wanek
What is the main purpose of the top half of the Drive Sheet?
To overcome customer objections.
What's the first question we ask a customer who walks in the door?
Their name (and you are?)
What type of questions typically work best for getting responses?
Open ended (who what why where when).
How many lots are currently in Washington?
Six.
When should you confirm a valid ID/License?
Before the application.
Name one purpose of asking a customer what vehicle they need?
When we hand a customer the Drive Sheet, what reason do we give that we'd like them to fill it out?
"In order to better understand your situation."
We encourage you to call, text, and email on day...what?
One.
Which Washington Carhop is furthest north?
Everett.
Where must all money orders payments be stored?
A secured lock box.
What is the best practice follow up question after you ask "How are you getting around now?" and the customer communicates that they are borrowing rides, vehicles, or taking public transportation?
How does that make you feel?
What's the first question we ask after the customer fills out their application?
"Any questions on what you entered?"
When the gender seems to match the person you are calling, what is a better word track then "Hi, may I speak to John please?"
"Hi, John?"
What was the first CarHop to open in Washington that is still open today?
Auburn (Lowest lot number).
Where is the only CarHop-approved location to place a "Not for Sale" sign?
Rearview mirror. If unable to access interior - write "Not for Sale" on the windshield with a marker.
Name two good word tracks for bumping down payment.
"If it meant getting you driving today, what's the most you could do?"
"Up to?"
"Most of our customers are doing $750 or more. If it meant getting you driving today..."
What page of the flip chart contains the phrase: "When we start looking at cars, most of our customers say it's important they find one they can afford. I'm guessing you feel the same way too?
Page 2.
In written form, what is a relatively more tech-savvy way of expressing emotion?
Emoticons / Emojis.
Who is the most tenured employee in the district?
Tina Medlin.
What is the protocol if you receive a legal letter through the mail? (3 steps)
Scan to the file, enter IR, notify compliance.
What is the term we used for summarizing the customer's answers to the first four questions of the Drive sheet and getting a commitment prior to test drive?
"Tying it in a bow."
Name all four alternate sources of income we ask the customer to include when they "get to their income?"
Name two open ended questions that work on almost any outbound call to a LEAD?
"How are you getting around now?"
"How did you hear about CarHop?"
"We specialize in helping people with credit issues, is that your situation?"
(May be others)
Two District H lots have the word "Auburn" in their street name. Which are they?
Auburn (Auburn Way N) and Sacramento (Auburn Blvd)