Show:
Models
Customer Service/Quality
Procedures
EHI
100

Which BYD model was recently launched?

What is Atto 8?

100

Which areas did the gold star challenge test?

What is💛 Empathy | 👂 Active Listening | 🤝 Rapport Building

100

What is the recommended service interval for commercial type vehicles like the Amarok or Caddy?

What is Every 5,000 KM or 6 months

100

Pickups from the airport location are more affordable than pickups from the home city location.

False 

200

What is the service interval for MG petrol vehicles?

What is 10000km or every 6 months 

200

Giving the customer your full attention and understanding to what they are saying

What is Active listening?  

200

The BMW parts department open every first and last Saturday.

False

200

What is the daily rate for Tyre and Windshield Protection?

What is $7.00  

300

What does the acronym PHEV stand for?

What is plug in hybrid electric vehicle  

300

Agent provided the correct information but deliverers it in a cold, blunt or robotic way. What area of customer service needs improvments?

What is tone or customer experience?

300

The OCHI Rios Location Accepts diagnostics.

False

300

When extending a rental what should you verify first?

What is the card on file.

400

List 2 MG models that we sell

What is 

  • MG HS
  • MG ZS
400

A customer asks for something that cannot be done. Rather than simply saying “No,” an agent should do this.

What is offer an alternative/solution?

400

For most BWM vehicles what does the red light in the dash indicates

What is service is overdue

400

Our rentals are limited to a maximum duration of..?

What is one month?

500

What is the name of the features that allow an electric vehicle to act as a power source to other items?  

What is Powershare// vehicle-to-load (V2L)

500

In accordance to your BU, List two policies/ procedure that will trigger a risk alert if not done.

  • Professionalism
  • Fail to authenticate the account
  • Fail to send an email/follow up on a customer’s request
  • Willingness to assist
  • Copying all TM/TS and QA on emails sent for individually assigned emails as well as payment requests
  • Providing service cost
  • Providing accurate information
500

What is the process for body shop repairs

What is.....If repairs are being completed through an insurance company, an estimate must first be prepared and submitted to the insurance company for review and approval. Once the estimate has been approved, the insurance company will issue an Authorization Letter to the body shop. The appointment can then be scheduled once the Authorization Letter has been received.

500

What is the stipulation when customer wants to use a debit card to pay?

The debit card cannot be an ATM card such as Cirrus or ATM card related to a specific Bank.