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Miscellaneous
100
When taking Pre-Sale Calls, it’s important to…
A. Push Carvana Financing
B. Go above and beyond and help the customer understand the process
C. Find their dream vehicle on the first call and close the sale
Answer: B
Go above and beyond and help your customer understand the process!
100
True or False.
A customer may receive an auto loan through Carvana, without also purchasing a vehicle from Carvana.
Answer: False!
If a customer finances with Carvana, they must purchase their vehicle through Carvana as well. For example, we cannot finance a customer’s loan for a vehicle that’s from another dealership.
100
True or False.
All purchased vehicles come with our 7DMBG and our 100 Day Limited Warranty.
Answer: TRUE!
All vehicles come with our complimentary 100 Day Limited Warranty as well as the 7DMBG
100
Based on the customer’s Carma page determine whether this customer paid Cash, Carvana Financing, or 3rd Party Financing.
Answer: This customer chose to use Carvana Financing. You can see that in the Purchase Component.
100
True or False.
If a customer applies for an auto loan on a 3rd party website, such as Lending Tree, and gets connected with Carvana.com, Carvana automatically creates an account for them and generates a hard pull to get their terms.
Answer: False!
We DO create an account for the potential customer, but Carvana will do a soft pull from the information that the customer entered on that 3rd party site. Carvana does not acquire a hard pull from any customer until the final stages in the purchase process.
100
True or False.
The $100 hold placed on a pre-order vehicle will be applied to the down payment of that vehicle.
Answer: FALSE
The hold placed is similar to a hotel reservation hold. The money will not be applied to the customer’s purchase whatsoever. The hold is there to ensure that the customer is serious about purchasing the car and gives them first dibs when that vehicle becomes available. The $100 hold will be returned to the customer’s account after 7 calendar days have passed.
200
TRUE or FALSE
Customers can pre-order up to TWO vehicles at a time.
FALSE!
Customers may only Pre-Order 1 vehicle at a time. If a customer places a second pre-order, the first pre-order will be void.
200
We should always encourage customers to link their banking info through which service? This helps streamline the process for both our customers and our verifications teams.
A. Plaid
B. No service - it’s best when customers do this manually
C. SilverRock
D. Bridgecrest
Answer: A. Plaid
When customers link their banking information through Plaid during their Purchase Process, it really helps streamline the verification process. If customers link through Plaid, then they will NOT have to enter their information manually, which lessens the amount of to-do items for them!
200
Which of the following is included in the 100 Day Limited Warranty? Select all that apply.
A. Roadside Assistance
B. First oil-change is free
C. Basic & Powertrain
Answer(s): A & C
Every car we sell comes with a complimentary Limited Warranty for 100 days, OR 4,189 miles, whichever one comes first. The Limited Warranty covers both basic & powertrain parts. It also includes roadside assistance.
200
A customer calls in and needs help with their vehicle search. You offer to assist and need to impersonate the customer. Which Carma Component houses the ability to Impersonate a Customer?
A. Customer Preferences
B. Activity Summary
C. Customer Information
Answer: C. Customer Information!
This tile is always located in the top left area of the screen on Carma. You can also impersonate a customer through Admin, but it’s more likely that you’ll use Carma, as we always want to use and check Carma first for most things.
200
Based on the image below, answer the two following questions.
A. What is the lead source for this customer?
B. Is that a Vehicle Inquiry or is that a Finance Lead?
Answer:
A. The lead source here is Credit Karma
B. Credit Karma is a Finance Lead
200
Which of the following actions can we perform for the customer on their behalf as they are navigating through the Purchase Process? Select all that apply.
A. Apply a trade-in
B. Link Banking information
C. Signing Contracts
D. Schedule the pickup/dropoff date and time
E. Apply GAP Coverage to Purchase (prior to receiving the vehicle)
Answer(s): A, D, and E
Advocates can perform a lot of action items on their customer’s behalf. It’s really important to know what we can’t do for our customers. A few action items we cannot do for our customers include:
Enter their banking information and sign their electronic contracts
300
If you are working with a customer on the outbound dialer and the customer does not pick up, you should:
A. Manually leave a voicemail
B. Call the customer back a few times
C. Nothing, the system will automatically leave a voicemail
D. Make a note to call them back later
Answer: C
Nothing, the system will automatically leave a voicemail
300
Which of the following are the three factors that impact a customer's terms? Select all that apply.
A. Whether or not the customer came to Carvana from a 3rd Party site or not
B. Whether the customer is in a local market or not
C. Annual Income
D. Price of the Vehicle
E. Age of the Customer
F. Credit History
Answer(s): C, D, and F
The customer's sole annual income, credit history, and the price of the selected vehicle will impact a customer’s financing terms from vehicle to vehicle.
300
To verify that we can work with a Customer’s 3rd Party Financing Bank, where should we go to double-check this information?
A. Admin
B. Google It
C. HALO
D. Ask our team in the team slack channel
Answer: C. HALO
We always want to use our resources first, before we reach out to others. Always check with HALO before sourcing the question to someone else.
300
Based on the Customer’s Carma page, select all of the following that applies.
A. The customer has completed the purchase.
B. The customer called in with Financing and Payment Questions
C. The customer is in a local market
D. The customer selected Carvana Financing.
Answer(s): B and C
This customer is in a local market and called in with financing/payment questions.
300
When working with potential customers that are coming from either a vehicle inquiry or a finance lead, what is your #1 goal while on a call with these customers?
A. Get them to Carvana.com
B. Discuss Financing
C. Discuss Inventory
D. Ensure that the vehicle they are interested in is still in stock
Answer: A. Get them to Carvana.com!
While we want to discuss financing and inventory options as well, our first and most important goal is to get these customers to our website! Before we talk about inventory, they should be able to see the inventory! Before we talk about financing, we should make sure we get a soft pull from these customers and start narrowing down the vehicle search for them since their terms will vary depending on the vehicle they choose!
300
If a customer has purchased Carvana Care, what are their deductibles on covered parts IF (1) they take their vehicle to a preferred repair facility and (2) they take their vehicle to a non-preferred repair facility?
A. $50, $100
B. $0, $50
C. $0, $100
D. $50, $75
Answer: B
Preferred Repair Facility deductible is $0! What a WIN! A non-preferred repair facility deductible is $50, which is still a great price!
400
Fix the simplified order of the Pre-Order Process
A. customer places $100 hold --> vehicle ready for photos --> vehicle passes inspection --> vehicle ready for preview/purchase
B. customer places $100 hold --> vehicle passes inspection --> vehicle ready for photos --> vehicle ready for preview/purchase
C. vehicle ready for preview/purchase --> vehicle ready for photos --> vehicle passes inspection --> customer places $100 hold
D. Customer places $100 hold --> vehicle ready for preview/purchase --> vehicle ready for photos --> Vehicle passes inspection
Answer: B
customer places $100 hold --> vehicle passes inspection --> vehicle ready for photos --> vehicle ready for preview/purchase
400
Free Response.
What are the three factors that are required to be approved for Carvana Financing?
Answer:
1. Customer must be 18+ years of age
2. Customer must earn a minimum of $4,500 annually
3. Customer must not be in any active bankruptcies
400
Which of the following is NOT a Carvana Care package that we offer? Select all that apply.
A. CC Basic
B. CC Essential
C. CC Plus
D. CC Premier
E. CC Gold
Answer(s): A & E
Carvana offers three types of CarvanaCare packages. They are: Carvana Care Essential, Carvana Care Plus, and Carvana Care Premiere.
400
Choose the best workflow below that you can use to determine whether or not a vehicle still has a valid manufacture's warranty.
A. Go to the vehicles Vehicle Details Page (VDP) --> Get Started --> Enter Person Details
B. Go to the vehicle's VDP --> Scroll down to Vehicle Details --> Choose Warranty --> Read the INCLUDED WITH VEHICLE section
C. Go to the vehicle's VDP --> Scroll down to Vehicle Details --> Choose Specifications --> Read the BASIC INFORMATION section
D. Go to the vehicles VDP --> Scroll down and choose VIEW INTERIOR under the photo --> Click on the illuminated dot on the driver's seat
Answer: B
The correct workflow is: Go to the vehicle's VDP --> Scroll down to Vehicle Details --> Choose Warranty --> Read the INCLUDED WITH VEHICLE section
400
When your phone makes an outbound call to our potential customers, they’ll be labeled as BNW-Partnership in which location?
A. Carma
B. Max Agent
C. Admin
D. Salesforce
Answer: B. Max Agent!
Always be cognizant of the labels provided in your phone app. This information is provided to you to help steer the conversation in the most appropriate and effective manner! If you know this is a potential customer, your beginning talk-off may be a bit different than your usual beginning of call talk-off.
400
TRUE OR FALSE
All vehicles that are listed as Pre-Order on Carvana.com will eventually be listed as available on our website.
FALSE!
A vehicle may get “stuck” in the inspection process and may actually not pass inspection. If this happens, the vehicle gets “kicked” from our inventory and will NOT be listed as available for purchase on our website.