Warranties/Extended Coverage
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
Name 3 benefits of purchasing CarvanaCare
1. Tier Options- can tailor your coverage based on needs.
2. Extended Coverage- coverage beyond the 100DLW.
3. Cancel Anytime- cancel at any time to receive a prorated refund.
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.
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 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?
Name 2 of the 3 overlapping benefits between 100DLW and CarvanaCare
1. Starts the day the customer gets the vehicle .
2. Comes with Roadside Assistance.
3. Provides EV protection.
How long are soft pull terms valid for?
30 days
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
False. You are not able to complete the soft pull for the customer.
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. See if the vehicle is still available
2. Find an another vehicle if the original one is not available
3. Help them place the order
What is covered under CarvanaCare premier?
Everything covered in Essentials and Plus (powertrain and electrical) plus cosmetic (dents/dings), 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 and have no active bankruptcies.
What two companies do we partner with for insurance?
Root and Progressive
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!
Things to highlight:
-Fun experience unique to Carvana
-You can bring friends and family along for the experience
-Potentially save money on a delivery charge