Dispatch
What do you need to let the customer know when scheduling a dynamic recalibration?
What is the tech needs to drive the vehicle
What type of Vehicles can we look up in Repairlink?
What are domestic vehicles
What do we need to ask customer's when they own a Jeep or a truck?
What is does it have a ladder rack/lift or light bar
What is the maximum bonus a CSR can receive at the end of the year?
What is $900
What is the process to verify work order accuracy?
What is Quality Control
What should you be prepared to give your dispatcher when scheduling an appointment?
What are, cross streets, vehicle information, and date/time
What should we do when we have to send a car to the dealer for a recalibration?
What is ordering dealer glass by putting the work order on the dealer log and contacting accounting
What is the process and verbiage of getting the second phone line?
What is asking to put the customer on hold, what is grabbing the other line and taking down the customer's information and calling them back
When can we schedule a sunroof mobile?
What is NEVER
What should you do if neither you or the customer know the name of their insurance agent that referred them?
What is emailing the sales team
What should we ask customer's when scheduling a job at their work?
What is the name of their business & suite number
What is the OEM brand for Dodge and Ford?
What are MOPAR and Carlite
How should you react when a customer calls in about a warranty?
What is Empathizing or Apologizing
When should we reach out to the sales rep when an insurance agent referral is not answering?
What is after the third attempt at reaching the customer
When can you schedule a shorter time frame without having to contact dispatch?
What is when there are less than 30 jobs scheduled for the day
What is the most important part of scheduling a same or next day appointment?
What is saving the work order quickly
What vehicles can we perform a mobile static recalibration? (at least 5)
What are, nissan, toyota, infiniti, mercedes, hyundai, genesis, lexus, kia
Name at least five bullet points from the sales script
What are:
Family owned, been in business for over 20 years, A+ with BBB, 1,000+ 5 stars on google, 5 star rating with yelp, average tenure of 6 years, free mobile service, OE glass, certified W2 techs, lifetime warranty, free rock chip repairs
What should we be doing when scheduling an American Family job?
What is putting AMFAM in the technician notes
What should we be asking the customer when verifying their home address?
What is do you have a gate code
When should we offer an in-shop appointment?
What is always or every time
When is it acceptable to use a NAGS part on a Tesla, and which Tesla model can we put NAGS in?
What is paying out of pocket and what is a Tesla Model 3
List 5 "No-No" Words
What are:
1. Uh huh
2. Guys's
3. Cash
4. Flat
5. No problem
6. Aftermarket
What should we do when rescheduling a customer other than adding a 12/25 appt?
What is adding to the reschedule log and sending a message in 'dispatch-po-removal"
What should we do when scheduling a 2 Man appointment?
What is creating two separate appointments