Contract Talk
List 2 routine maintenance items that you would handle annually, and 2 maintenance items that you would handle every 3-5 years.
Annually: Oil changes and filter changes, tire rotations, windshield wiper fluid, tire pressure, etc.
Long term: Brake pads, brake rotors, tires, etc.
How long are most American manufacturer OEM and Powertrain warranties?
- 3 years / 36,000
- 5 years / 60,000
Explain what coverages are included in the contract by listing all major components
Powertrain:
Engine, transmission, drive axle, transfer case, transaxle
Full list:
Heating/AC, electrical systems, steering, suspension, cooling, brake systems and safety features.
Name 2 other third party competitors in the industry.
CarShield, Endurance
If a customer was just in the Service Drive with us, where will that date show? Also, can we be very confident the mileage is accurate?
Protection Plan or Vehicle Service Contract
Street term:
Extended warranty, bumper to bumper warranty
How long is Hyundai's OEM and powertrain warranties valid for?
- 5 years or 60,000
- 10 years or 100,000
Explain to me, who just purchased a service contract on my 2024 Chevrolet Trax with 24,820 miles on it, when my 5 year or 60,000 mile Term will expire?
It's additional years and miles, so that expires October 14th, 20231 or 84,820 miles, whichever comes first.
Name 2 value props that we do well compared to the competition.
- Completely month-to-month, cancel anytime for $0
- No confusing tiers of coverage, on the highest-level
- Dealer admins preferred protection plan, seamlessly available for your dealership
- Easy to communicate with text, email, call when they need it
If a customer in HubSpot has a Delivery Date that's known and it shows they bought the vehicle "new" - can we fully trust we know the "Warranty Expiration Date"
Yes. Just calculate X years from that purchase date. It'll be 100% accurate.
List at least 3 additional benefits that come with the protection plan?
- 24/7 roadside assistance
- towing coverage
- rental car reimbursement
What are the Subaru CPO warranty program terms?
- No bumper to bumper
- Powertrain 7 year / 100k from delivery date
Explain how coverage is better to purchase through a dealership and not a third party.
- Dealer has your coverage on file
- It's a brick and mortar store, so you can come in face to face when coverage needs to be used
- Service advisors handle the claim for you
- Only the highest level of coverage, no confusing tiers
Explain how VSCs are typically sold and financed in the F&I office when you buy a car.
Typically, most customers who buy a car and have a loan on it. The F&I office allows customers to pay for their VSC over the course of their loan. So it's tied together.
If a JM&A warranty expiration date field is populated in HubSpot. What does that mean? Can we be certain in the accuracy there? How would we pitch our service to the customer here?
- It means either a JM&A or Zurich VSC was sold to that customer. We can be positive in the accuracy of the expiration date.
- It's continuing or restoring that same coverage on a month to month basis.
Explain the main costs that a consumer is really seeing on a repair order when they get their car fixed?
The cost of parts, labor, and diagnostic fees.
Explain how Volkswagen's warranties Terms are set up
- Bumper to bumper and powertrain warranties are 4 years and 50,000 miles from delivery date
Explain to me how the waiting period works if I sign up today, October 14th, and my mileage is at 30,000 miles.
Coverage is effective in 45 days (or 30 depending on admin) and 1,500 miles (or 1,000) from the date of purchase. So that means November 13th or 28th depending on Admin and either 31,000 or 31,500 miles depending on admin.
Is the average age of cars getting older? Name exactly what that most recent average was.
Yes. Considerably older. Average age is now 12.8 years.
If a Service Only customer said they have bumper to bumper coverage on their vehicle, even though their Warranty Expiration in our system is expired, what might be 2 coverages they're referring to
- CPO they got when they got car used
- Confusing powertrain
List at least 4 parts and components that are deemed "electrical" parts and components that you should mention on the call with customers.
- Backup cameras
- Window motors / seat motors / heated seats
- Lane assist sensors
- Anti-lock braking system sensors
What is the name of the manufacturer that uses MOPAR? List the specific makes and CPO terms.
Stellantis: Chrysler, Jeep, Dodge, RAM
- bumper to bumper 3 months / 3,000 miles
- powertrain 7 years / 100k
Explain how the claims process works. Make sure I'm clear on the steps.
After a issue arises:
- Call the shop/dealership for appointment
- Get the inspection/diagnostic done to understand the issue
- Let them know you have a contract
- Service advisor/front desk calls claims
- Claims pays shop/dealership
- You pay your deductible to the shop/dealership
Subaru Gold Plus
HondaCare
MOPAR FlexCare
For Subaru/Honda, you need < 3 years and 36,000 miles on the car for their VSC
Explain to me, as best you can, the basics of how estimated mileage is calculated in in 2 scenarios:
1) We sold them the car, and it's been 3 years with no service data reporting to us
2) We have had multiple service data points in the last few years
1) 12,000 x 3 years (down to the day)
2) We'll look at the most recent difference in mileage between the most recent service appointments and use that avg. daily mileage to determine today's mileage.