Product Knowledge
Coverage & Claims
The Sales Pitch
Objections & Personas
Tools & SOPs
100
What are maintenance items (wear-and-tear)?
These types of items — like oil changes, tires, and wiper blades — are NOT covered by a VSC.
100
What is calling the number on their coverage card?
When a customer needs to use their VSC, they begin the claims process by doing this first.
100
What are Powertrain, Electrical, Brakes, AC/Climate, Steering, Suspension, and Cooling?
These 7 vehicle systems are the major areas covered under an exclusionary VSC.
100
What is any licensed repair facility?
After calling the claims number, a customer can bring their vehicle here for covered repairs.
100
What is collision or cosmetic damage?
This type of damage — caused by accidents or incidents — is explicitly excluded from VSC coverage.
100
What are 'extended warranty' and 'bumper-to-bumper'?
These are the TWO terms agents must NEVER use when describing the product on a call.
100
What is a 'vehicle service contract' or 'coverage plan'?
This approved term describes what we sell — a contract that protects the vehicle after manufacturer coverage ends.
100
What is the Greeting / Introduction?
This is the first stage of the sales talk track, where the agent states their name, dealership, and the customer's specific vehicle.
100
What is urgency framing (anchoring to the OEM warranty)?
This framing technique positions the VSC by connecting it to the mileage point where the customer's OEM warranty is about to expire.
100
What are Opening, Reason for Call, Warranty Context, Product Explanation, Price & Framing, and Close Attempt?
These are the 6 stages of the sales talk track in order.
100
What is a VSC (Vehicle Service Contract)?
This three-letter acronym describes the product we sell — it is NOT technically a warranty.
100
What is 3 years / 36,000 miles?
This is the standard comprehensive coverage period for a brand new vehicle's OEM warranty.
100
What are JM&A (Century Warranty Services), APCO (EasyCare), and Zurich?
These are the three contract providers we work with.
100
What is 45 days AND 1,500 miles?
Before a VSC activates, a customer must wait this many days AND drive this many miles after signing up.
100
What is exclusionary coverage?
This is the highest level of VSC coverage — it covers everything EXCEPT what is specifically listed in the exclusions.
100
What is #new-customers?
This is the Slack channel where new lead alerts appear in real time when a customer clicks a Resume Link.
100
What is log the call, add notes, and create a follow-up task?
After a call ends — regardless of outcome — agents must immediately complete these three actions in HubSpot.
100
What is Cold Leads?
When a lead has not responded after exhausting all follow-up attempts, agents move them to this pipeline stage.
100
What is 5 minutes?
Speed-to-lead is critical. Agents should call a new lead from #new-customers within this many minutes.
100
What are: Handling #new-customers leads, Aircall dispositions, Managing leads with tasks, Marking leads closed lost, and Moving leads to cold leads?
These are the 5 Standard Operating Procedures covered in the training guide.
500
What is acknowledging their hesitation (e.g., 'I totally understand')?
When a customer says 'I need to think about it,' this is the recommended first move before attempting a re-close.
500
What is the Detail-Oriented / Researcher persona?
This buyer persona asks detailed technical questions about covered components and wants specifics before committing.
500
What is a price objection?
This three-step rebuttal framework — Feel, Felt, Found — is used primarily for this type of customer objection.
500
What is explaining that OEM/CPO warranties expire, and the VSC picks up where those leave off?
This is the correct rebuttal when a customer says 'I already have a warranty.'
500
What are Low-Intent, Medium-Intent, and High-Intent?
These are the three levels of buying signals, from least to most ready to purchase.
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