Sutherland Policy
List Sutherland's 5 locations in Jamaica
SCR, RHR, Kingsland, Ward Ave, Portmore
What are soft skills?
These are personal attributes that indicates a high level of emotional intelligence
These are people skills
List the 5 steps in customer sales journey
Online Search
Inquiry
Agent Contact
Dealer visit
Purchase
What is positive positioning
This is delivering a message in a positive way, which minimizes a negative reaction from our customers.
LA is the abbreviation for which state in the US ?
Louisiana
How should the Sutherland lanyard be worn
It should be visible on a Sutherland issued lanyard between your neck and waist
List 3 examples of soft skills
Active Listening
Communication
Empathy
Patience Problem Solving and Adaptability
Emotional Intelligence
List two (2) companies that partners with Drivetime
Bridgecrest and Silver Rock
List three (3) winning behaviors of a great sales agent
Active listening
Clear articulation
Tone matching.
Deep Product Knowledge
Adaptability
Persistence and Resilience
Empathy and Relationship Building
Strong Time Management
Problem-Solving Mindset
Confidence
How many bones are in the human body
206
According to the employee handbook, what disciplinary action will be issued for the below offense :
Arguing with, intimidating, threatening or otherwise mistreating a customer or client
Dismissal
What is the difference between empathy and sympathy
Empathy means feeling with someone—truly understanding and sharing their emotions.
Sympathy means feeling for someone—expressing concern or pity without necessarily experiencing their emotions yourself
List two (2) add on products that can be purchased when purchasing a car through Drivetime
GPS
Warranty
GAP insurance
List 3 common objections that may be encountered
The dealership is too far
I need to think about it
I’m not sure this is the right car.
I don’t want to deal with paperwork
I’m trading in my car and not sure what it’s worth
What are the three (3) counties in Jamaica
Cornwall, Middlesex and Surrey
What is the name of the senior Account Manager
Kenly Kerr
List 2 techniques for active listening
Paraphrasing
Reflecting Feelings
Validating Concerns
Asking clarifying questions
What are OET hours of operation?
Monday to Friday - 10 am -7pm
Saturday -11 am - 8pm
Sunday - 9 am - pm
List three (3) major differences between online and walk in during the sales process
Lack of engagement
Low urgency or excitement
Unclear next steps
What is the FULL name of Jamaica's prime minister
Andrew Michael Holness
According to the employee handbook, what disciplinary action will be issued for the FIRST & SECOND offense :
Coming to work late, departing early, returning late from lunch or breaks without authorization – Post Probation
Counselling
What are four principles of rapport
Empathy
Authenticity
Similarity
Shared Experience
What is Drivetime's return policy
5 days
List 3 ways you can keep the customer on the phone
Start Strong - State your name and purpose
Engage with purpose - Ask open ended questions
Deliver value early - Share relevant insights or solutions upfront
Keep it conversational - Avoid sounding scripted
Build Trust - Be transparent and honest
Guide the call - Pace the call
What is JPS phone number
1 888 225 5577