Special Instructions
Where are the three places you can find special instructions prior to making your appointment?
At the top of the screen next to the assigned location.
On the shop calendar section next to the shop's name.
Pop-up box once selected a timeframe.
What steps are necessary to report a technical issue?
Alert TPC, provide documentation, text the technical line every 30 minutes until the issue is resolved.
How is your inbound scheduled appointment calculated?
Its Multiplying the amount of inbound calls you have taken by the conversion target.
What does "Scheduled Revenue" mean?
The percentage of drop off/tow-in appointments scheduled compared to all scheduled appointments (Estimates/Drops/Tow-ins).
Why are special instructions important?
What contact method is necessary to call out for the day?
Call TPC
What are our percentage targets for inbound and outbound?
Inbound 50.2% (English)
Inbound 39.8% (Spanish)
Outbound 17%
How can you increase your schedule revenue percentage?
By educating the customer on the Direct Repair Program
What would be the correct process if a shop has a non-drive load level special instruction, and there is an active Agero case number?
Place the tow on hold with Agero (look at special instructions while on the phone with Agero). Contact the customer to approve the load level. Schedule tow with tow notes.
How does it impact our team and department when teammates frequently call out?
It affects the whole team because others have to cover extra work, which can lead to burnout and lower productivity. It can also slow down the department’s overall performance and affect how efficiently we meet goals or serve customers.
Name three strategies to increase conversion?
Probing
Active listening
Overcoming objections
What would you say to a customer who wants an estimate first?
We’ve partnered directly with your insurance carrier to streamline the repair process. We can schedule your repair appointment with Crash Champions, combining the estimate and repair into one convenient visit. This one-stop shop approach saves you time and hassle, eliminating the need for multiple trips.