Amazing ASR's
What does ASR stand for?
After Service Repair or After Sale Repair
Every morning, BEFORE you drive the hauler.
How do you find the Perfect Path Packet submission guide?
Intercom
DOUBLE JEOPARDY!!!
Who should always be called first in an emergency situation?
911
How many colors are in a rainbow?
Seven
What is the difference between a Pre-Delivery walkthrough and a Vehicle Check-In?
The Vehicle Check-In captures the vehicle quality of the vehicle prior to delivery and is done when detailing (the little red car on Internal Tools)
The Pre-Delivery Walkthrough is the process of the advocate checking out their vehicle they are about to deliver before they deliver it.
List the 6 steps of Hauler Etiquette
Fuel: @ 3/4 if single hauler, 1/2 if double hauler; DEF: Needs to be at 2 bars minimum; Malfunctions/Maintenance: Alert leadership if any hauler issues ASAP; Trash: Keep the hauler clean; Hauler Supplies: Do not remove anything that belongs to the hauler and restock hauler if necessary; Keys: Do not take the hauler keys home
How long does the advocate have to sign the customer's DLRDMV forms?
End of day, same day of delivery
Where are our Interior and Exterior rally points?
Interior: Breakroom/Kitchen
Exterior: Parking Lot in front of the building next door (Anker Pak)
Which astronomer is called out in “Bohemian Rhapsody”?
Galileo
What constitutes “severe transport damage?”
Any type of damage that was inflicted during transport that affects the vehicle’s structural stability (frame or chassis), and/or the windshield. This more than likely will affect the vehicle’s drivability and will be an operational safety concern for the customer.
When does a PM need to be completed?
Every 10k miles or after 6 months (whichever comes first)
List all 6 Insurance requirements
List all 9 observed holidays that eligible employees will get paid for
New Year’s Day; Martin Luther King Jr. Day; Memorial Day; Juneteenth (June 19); Independence Day; Labor Day; Thanksgiving Day; Christmas Day; Your Birthday
Which of the following bands hasn't had a John in it: The Beatles, The Rolling Stones, Queen, or Led Zeppelin?
The Rolling Stones
The Beatles had John Lennon, Queen had John Deacon and Led Zeppelin had John Paul Jones and John Bonham
What is the PSD meaning and what is it's use?
Meaning: Post Sale Dashboard
Use: The PSD allows customers to quickly notify Carvana of potential issues with their vehicle by submitting any vehicle quality issues through their Carvana account.
DOUBLE JEOPARDY!!!
What are the 3 reasons we would call Centralized Planning?
1. Accident needs
2. Tow needs
3. Breakdown away from the hub (non-tire related)
With a Georgia deal, can a customer have an Out-Of-State trade-in vehicle as long as it is in their name?
Yes, the vehicle can be Out of State as long as it's in their name
How many points will an employee accrue if they do a no call/no show?
5 points
What is the name of Hagrid’s half-brother in “Harry Potter?”
Grawp
Bob Johnson is an extremely frustrated customer as he was just told that the ASR submitted for his damaged key fob is not going to be approved by Silver Rock, so he only has 1 working key. He only bought this vehicle because it came with 2 keys. When trying to de-escalate a customer, we use the H.E.A.T. response. Tell me what H.E.A.T. stands for, and give me an amazing ASR talk off to Bob using the H.E.A.T. response.
H - Hear Them Out
E - Empathize
A - Apologize, Ask Questions, Offer Alternatives
T - Thank Them.
(Shan has talk off)
What is the Exhaust Brake, and when should it be used?
The exhaust brake gets the engine working in reverse to slow down the truck without using the brakes, i.e., it ensures you slow down without overheating the brakes.
Use: The exhaust brake should only be turned off when it’s raining or when the road is slick. Failure to turn off the exhaust brake could cause hydroplaning.
For the Military Power of Attorney Form, how should the person (who is signing on behalf of the military person) sign the documents?
Their name + POA (not the military person's name)
Name all 7 of Carvana's Values, and what they mean
Your Next Customer May Be Your Mom: We believe each of our customers deserves the respect and care that we give to our own mothers.
We’re All in This Together: Our Company is unified by the goal of delivering a fantastic experience to our customers, and we accomplish that through trust, respect, and understanding for each other.
There Are No Sidelines: In our fast-paced environment, we encourage every employee to figure out what needs to be done proactively, own it, work hard, and make something happen.
Be Brave: We are not afraid to take risks, take on new challenges, stumble, push ourselves outside of our comfort zone, and be decisive.
Zag Forward: We empower our employees to think creatively and passionately about new and, most importantly, meaningful ways to be different so that we can deliver amazing experiences to our customers.
Don’t Be a Richard: Obviously. But like, c’mon, just don’t.
Stay Scrappy: ”Good enough” isn’t good enough. Not for us. We can always do more. We can probably do it with less. The more we do and the less money we spend to do it, the more our customers will save. Mediocrity starts when we settle. We don’t settle. We fight. We fight for better.
DOUBLE JEOPARDY!!!
What are the first names of the five brothers that made up the Jackson 5?
Jermaine, Marlon, Jackie, Tito and Michael