Vehicle Protection
T/F: CarvanaCare is offered for every vehicle on the website
False
Who is our loan servicer?
Bridgecrest
In what system can you find documents uploaded by the customer?
Admin
Your customer calls in panicking that the lock timer on their vehicle is almost out but they are in the middle of purchasing the car. What do you do?
Lock the vehicle for 24 hours
How much is the deductible if the customer takes their vehicle to an in network facility with the 100 Day Limited Warranty?
$100, except within the first 14 days, it will be $0.
T/F: We do a hard credit pull to get their initial financing terms.
False. We complete a soft pull initially. A hard pull will be done when they place their order.
T/F: You can complete a soft pull on behalf of the customer
False. You are not able to complete the soft pull for the customer.
Where can you see the features and imperfections of a vehicle?
In the 360 tour on the VDP
Your customer calls in wondering if we work with people who have bad credit. What's your talk off?
"Yes, we don't have a minimum credit score requirement, so Carvana Financing might still be a good option for you."
Highlight our requirements for Carvana Financing
What is NOT covered under the 100 Day Limited Warranty?
Cosmetic, Wearable and Maintenance items
How long are soft pull terms valid for?
30 days
What is the difference between a shipping and a delivery fee and which one must be paid at time of order?
A shipping fee is the charge to get the vehicle from the inspection center to the customer's local area.
A delivery fee is the charge to deliver the vehicle directly to the customer's home.
How can you see the customer's Carvana.com account through their point of view?
Impersonate in Carma to see the customer's Carvana.com account
Your customer called in looking to upgrade their vehicle. They really want to make sure they have full coverage protection for their car, including the dings and dents. What CarvanaCare package should you pitch?
CarvanaCare Premier
What CarvanaCare option is best for customers that just want to cover their engine and transmission?
What do Self Arranged Financing customers need to do before placing an order on Carvana.com
Get prequalified with their bank/credit union
What is Gap Coverage?
Gap coverage pays the difference between what the customer owes and what their auto insurance policy will pay out if the vehicle is totaled or stolen.
Where can you lock a vehicle into the customer's account for 24 hours?
In the purchase component of Carma
Your customer found a 2020 Jeep Cherokee on CarGurus and wants to know how to purchase it. How should you proceed with the customer?
1. Make sure the customer has a Carvana Account
2. See if the vehicle is still available
Find an another vehicle if the original one is not available
3. Help them place the order
What is covered under CarvanaCare premier?
Basic and Powertrain components. Cosmetic, Tire and Wheel protection, free tire rotations and oil changes for the first year.
What are the requirements to be eligible for Carvana Financing?
Customer must be at least 18 years old, make at least $5,100 annually, have some credit history, and have no active bankruptcies.
How long does it take for a G&R to be processed and sent to a customer?
7 - 10 business days for review
+
10-15 business days to be mailed after it's approved by the Treasury Operations department
Where can you see how many previous owners a vehicle had?
The Carfax report on the VDP
Your customer is interested in picking up their car at the vending machine but is debating why she should choose pick up over delivery. Give your best talk off to hype up the vending machine!
-Fun experience unique to Carvana
-You can bring friends and family along for the experience
-Potentially save money on a delivery charge
-Specific appointment time rather than 3 hour delivery window