Nissan/ Mitsu
A customer is calling because they have a recall on their 2007 Suzuki Kizashi. Service tells you to schedule that recall. What do you tell service?
I cannot schedule that recall because I have no way of looking up Suzuki Recalls
You have been on hold with service for two minutes. John answered and said wait one moment please. What should you do?
Transfer it through
A customer wants to schedule an appointment because their infotainment system is acting up. They are requesting a loaner. What would you do?
Click loaner under transportation method and follow x-time availability.
Can you wear Jeans into the Office?
No
A customer is complaining that their service advisor in Nissan charged them too much by not applying the coupon that they showed upon pickup of the vehicle. Who should you escalate to?
Korey Gould
A customer is calling for Nissan Sales on a Monday, both JD and Tom are here. They want to talk to a manager because they need to cancel their extended warranty. Who do you call
JD, you would only call Tom is JD is not here.
A customer is calling because their Check Engine light is on solid of their Buick Enclave. They want to come in tomorrow because they are concerned that their vehicle is going to explode. What would you do?
Tell the customer that if their check engine light is on solid, then it is considered safe to drive. If they still push it, they can drop the vehicle off but we could need to keep it for a while since we are booking out ten days.
A customer is calling because they want to know how much Audi Care they have left. What would you do?
Call down to service with the VIN and mileage and they will tell you
True or False: I can wear a cardigan into the office
True
A customer is saying that they just bought a brand new 2015 Dodge Grand Caravan. Before they were looking at the Grand Caravan, they were looking at a 2016 Mitsubishi Outlander and they put a deposit on it. They have been trying to reach their Warehouse sales rep for three days and have left voicemails for Barry, Mark, and Mike Salisbury. Who should they escalate to?
Mike Ashby
A customer is calling because they need an oil change on their 2019 Mitsubishi Outlander that has been seen with us before. What information do you need in the appointment?
Oil change and approximate mileage, NOR if no open recalls and the recall number if there are recalls, and transportation method and best contact
A customer has a 2021 GMC Sierra that they got a letter in the mail saying that they have a "recall" for the heated seats. What do you do?
Get the customer information and why they are calling over to Megan
A customer is calling because they want to know if their Audi Care transferred over from the last customer. What would you tell them?
Audi Care transfers from owner to owner
True or False: I can wear flip flops into the office
False
A customer states that they have been trying for three weeks to get ahold of GMC Service because her Chevy Bolt that was in for service has a scratch on it. Customer thinks that the scratch was from when the vehicle went through the wash. Dan Testo, Aric, and Dave Cooley are not answering and they are stating they have already left a voicemail. Who do you call?
Dave Hall
A customer has a Nissan Titan. What is the question that you would ask to see if you are even able to schedule this vehicle?
Is your truck a Diesel?
A customer wants to come in for an oil change on their Chevy Suburban at 7:30 and they want to wait. What would you do?
Inform the customer the earliest that you would be able to schedule if they were to wait is at 8am.
A customer is calling because they want to schedule a Detail on their Audi Q7. What would you do?
Get them over to Kent. Kent does not use our reconditioning department for him customers.
What are the only graphic T-shirts we are allowed to wear into the office?
A Syracuse University/ Driver's Village Collab T-shirt
A customer just bought a 2019 Ford F-150 from the Used Car and Truck Warehouse two weeks ago. They were trying to make their way home from work when their vehicle died on the highway. You call the Warehouse, the Warehouse says to contact Service. You contact service, service says to contact Sales. What should you do in this scenario?
Tell the customer to get their vehicle towed in and try contacting Jamie Briggs. If Jamie does not answer, get the customer over to Jamie's voicemail
A customer's engine is creating a knocking noise on their 2020 Nissan Rogue SV. What do you do?
Get the customer's information and call service. An engine knocking noise for Nissan is an emergency.
A customer is calling because they are about to put their 1997 Chevy Corvette up for the winter but they want to get an overall inspection of the vehicle before then. What would you do?
You cannot schedule that vehicle, contact Jay or Aric.
A customer is calling because they need an oil change on their Audi E-tron. What would you do?
Tell the customer that they don't need an oil change.
True or False: I can wear running leggings into the office
False
Dave Cooley, he takes customer complaints for DCJ if the customer feels as though Matt Bell is not helping.