Awesome ASR
What does ASR stand for?
What is AFTER SALE REPAIR
When should you complete the daily Hauler Inspection?
Every morning, BEFORE you drive the hauler.
How do you find the Perfect Path Packet submission guide?
Intercom
DOUBLE JEOPARDY!!!
Who should always be called first in an emergency situation?
911
How many colors are in a rainbow?
Seven
What is the difference between a Pre-Delivery walkthrough and a Vehicle Check-In?
The Vehicle Check-In captures the vehicle quality of the vehicle prior to delivery and is done when detailing (the little red car on Internal Tools)
The Pre-Delivery Walkthrough is the process of the advocate checking out their vehicle they are about to deliver before they deliver it.
List the 6 steps of Hauler Etiquette
Fuel: @ 3/4
DEF: Needs to be at 2 bars minimum;
Malfunctions/Maintenance: Alert leadership if any hauler issues ASAP;
Trash : Clean up after yourself
Keys: Do not take the hauler keys home
What needs to be printed and signed by the Advocate after EVERY Tennessee Delivery is completed?
The EZ dealer Batch Sheet
Where are our Interior and Exterior rally points?
Interior - The Dungeon
Exterior- Mc Donalds lot
Which astronomer is called out in “Bohemian Rhapsody”?
Galileo
What constitutes “severe transport damage?”
Any type of damage that was inflicted during transport that affects the vehicle’s structural stability (frame or chassis), and/or the windshield. This more than likely will affect the vehicle’s drivability and will be an operational safety concern for the customer.
When does a PM need to be completed?
Every 10k miles or after 6 months (whichever comes first)
M2 @ 15K
List all 6 Insurance requirements
Correct State Policy; Customer name must match all paperwork; Policy Number; Vehicle VIN, make/model must match; Effective date: On or before day of delivery; Expiration date: At least 30 days after delivery
List all 9 observed holidays that eligible employees will get paid for
New Year’s Day; Martin Luther King Jr. Day; Memorial Day; Juneteenth (June 19); Independence Day; Labor Day; Thanksgiving Day; Christmas Day; Your Birthday
What is the name of Matthew's Dog?
For double your points also name the former resident stray cat of the Dungeon
Kira
Stray cat was of course name SCRAPPY
What is the PSDB and what is its use?
Meaning: Post Sale Dashboard
Use: The PSD allows customers to quickly notify Carvana of potential issues with their vehicle by submitting any vehicle quality issues through their Carvana account.
DOUBLE JEOPARDY!!!
What are the 3 reasons we would call Centralized Planning?
1. Accident needs
2. Tow needs
3. Breakdown away from the hub
With a Tennessee deal, customers must have a Tennessee Drivers license to purchase a vehicle.
False!
As long as the customer has a correct Address verification document they may have an out of state license.
Additionally, a customer may purchase a vehicle with just an ID as long as insurance is in their name.
How many points will an employee accrue if they do a no call/no show?
5 points
An absence with no personal time is 2 Pts
What is the Worlds largest producer of Mustard?
CANADA
Bob Johnson is an extremely frustrated customer as he was just told that the ASR submitted for his damaged key fob is not going to be approved by Silver Rock, so he only has 1 working key. He only bought this vehicle because it came with 2 keys. When trying to de-escalate a customer, we use the H.E.A.T. response. Tell me what H.E.A.T. stands for, and give me an amazing ASR talk off to Bob using the H.E.A.T. response.
H - Hear Them Out
E - Empathize
A - Apologize, Ask Questions, Offer Alternatives
T - Thank Them.
What is the Exhaust Brake, and when should it be used?
The exhaust brake gets the engine working in reverse to slow down the truck without using the brakes, i.e., it ensures you slow down without overheating the brakes.
Use: The exhaust brake should only be turned off when it’s raining or when the road is slick. Failure to turn off the exhaust brake could cause hydroplaning.
For the Military Power of Attorney Form, how should the person (who is signing on behalf of the military person) sign the documents?
Their name + POA (not the military person's name)
Name all 7 of Carvana's Values, and what they mean
Your Next Customer May Be Your Mom: We believe each of our customers deserves the respect and care that we give to our own mothers.
We’re All in This Together: Our Company is unified by the goal of delivering a fantastic experience to our customers, and we accomplish that through trust, respect, and understanding for each other.
There Are No Sidelines: In our fast-paced environment, we encourage every employee to figure out what needs to be done proactively, own it, work hard, and make something happen.
Be Brave: We are not afraid to take risks, take on new challenges, stumble, push ourselves outside of our comfort zone, and be decisive.
Zag Forward: We empower our employees to think creatively and passionately about new and, most importantly, meaningful ways to be different so that we can deliver amazing experiences to our customers.
Don’t Be a Richard: Obviously. But like, c’mon, just don’t.
Stay Scrappy: ”Good enough” isn’t good enough. Not for us. We can always do more. We can probably do it with less. The more we do and the less money we spend to do it, the more our customers will save. Mediocrity starts when we settle. We don’t settle. We fight. We fight for better.
Taking over for the Hubble telescope, what is the newest telescope recently deployed by NASA?
The James Web Telescope