ACI
What must be documented in the system of record when taking a phone payment?
What is the date of the payment, the amount of the payment, the transaction fee, and the confirmation number
What is one of the benefits of an effective call?
What is: Building and maintaining the company's relationship with the customer, First Call Resolution, Consistent & detailed documentation of a call
Name who is eligible to call in and get a payoff for a lease vehicle?
What is lessee / co-lessee , non contracted spouse, and GM Dealerships.
Advise the order in which you login to Gateway, Avaya and CTI?
What is Avaya , CTI, and Gateway
What is one of the guidelines you must ask the customer if they request for you to delete the saved payment method.
What is: 1. The bank name or card brand name to be deleted. 2 The last 4 digits of the bank account number or card number to be deleted.
Demonstrate ______ _________ in order to ensure a customer feels acknowledged by asking questions or expresses a concern.
What is: Active Listening
What must you verify when speaking with a non contracted spouse?
What is their name, relationship to the customer, customers first and last name - address / account number, phone number, dob, last 4 of ssn, email address, VIN
If you are having problems hearing the customer, what is a guide you can use to troubleshoot?
What is a Avaya One-X Communicator
(True or False) You can delete a card payment.
What is false
If the caller does not respond after the initial greeting, what 2 steps must you take?
What is End of Term tab: Team members must repeat the greeting a second time. If no response is heard after the second greeting, use closing statement
(True or False) you want to CTC on every phone call you take.
What is True
(True or False) When my current call disconnects a new call will automatically come through with no action from me?
What is False. You must click Ready
(True or false) you are allowed to save bank account information in the system?
What is false, you are not able to save bank account information you want to always uncheck the box.
______ ______ are a combination of people skills, social skills, communication skills, character or personality traits, attitudes, mindsets, career attributes, social intelligence and emotional intelligence.
What is: Soft Skills
What is one example of an authorized third party for a retail payoff?
What is: Dealerships , Insurance Companies, Financial Institutions
Why is it an important step to login into DM and click the Gateway Quick Link?
Gateway and CTI work together to help populate accounts in DM.
What are 3 of the compliance requirements for taking a new ACH payment by phone?
What is 1. Confirm payment amount and date, 2. Advise of late fees (if applicable), 3. Advise of transaction fee (if applicable), 4. Processing time (24-48 hours), 5. Number of ACH payments, 6. Obtain bank account number twice, 7. Bank routing number, 8. Confirm bank name, 9. Confirm how their name appears with the bank, 10. Confirm address, 11. Advise of confirmation letter, and 12. Advise of GMF toll free number and confirmation number
Try the ____ method when de-escalating a call and what does it stand for?
What is USA method and Understanding Statement, Situation, Action
For outbound calls what must be verified?
What is: If calling a phone number on the account verify the first and last name of the caller. If calling a phone number not on the account you will verify like normal
When transferring a call, click the Transfer button and select the ______ ______ option.
What is Warm Transfer