TRUE OR FALSE
You should change your status for breaks using the NICE system
What is TRUE
If a customer wanted to locate the CarMax store closest to them what would be the best next step on CarMax.com
What is Enter the Customer’s zip code in the Your Store or Find a Store section
Which system do you use to clock in and out?
What is KRONOS
Which icon in Salesforce represents a Customer Interaction?
What is CROWN ICON
On average, up to how long should you spend in After Call Work (ACW) status?
What is 2 minutes
Customers are limited to the inventory available at their closest store
What is FALSE
To save vehicles as favorites on CarMax.com while you are reviewing search matches, you should:
What is Click the Heart Icon next to the vehicle image
Which page can you use to easily access all your CarMax apps?
Where do you go in the Customer profile in order to schedule an appointment?
What is "I want to" drop down
On average how long should you wait on hold before going back to check in with your customer?
What is 2-3 minutes
What is TRUE
What is a helpful tool on CarMax.com to show a customer an estimate of how a vehicle price could compare to their monthly budget
What is Car Payment Calculator in the Finance Section
What is the Carmax Glossary where all resources are housed?
What is Knowledge Base
What are the three categories show in the glanceable view on a customers profile?
What is Shopping, Financing, and Selling
What is the symbol for placing a Customer on hold in NICE in Contact?
What is PAUSE
You can Compare vehicles on CarMax.com by selecting the Compare option on the search matches page.
What is TRUE
What is the name of the company our vehicle history report is provided by
What is Experian auto check
Name of the tool that listens to calls for key phrases and generates a score based on the call
What is Call Miner
Which feature can you use in Salesforce Glanceable View to monitor a transferred vehicle's status?
What is Transfer Status Tracker
To transfer a customer to a skilled CXC at random what icon in nice in contact would you use?
What is the Wrench and Screwdriver
Inflection, Volume, Pace and Energy are components of Confidence and Call Ownership Soft Skill
What is FALSE
Which system is secure and keeps Customers’ data private when accessing applications like Salesforce and Order Entry?
If you see a Lightning Bolt or Van icon appear in the Customer Shopping Store section of the Salesforce CI, what does that indicate?
What is Express Pick Up or Home Delivery is available
After getting confirmation from the CXC to merge the call with Customer, which button do you press to remove yourself and transfer the call?
What is Phone with the arrow