General Reception
Why is information one of our strongest allies?
It helps both us and the caller figure out what they need
Who are the BDC Sales Assitants?
Chris Grettler
Madi Houser
Who are the BDC Appointment Advisors?
Aubree Boerema
Kaitlyn Stuck
Who is Casey Van Duyn?
Parts Manager
Who are Mike Chaplin and James Hueners?
Owner and General Manager of the store
What do you do if you have a combative customer and a manager is NOT here?
Take down their name, number, time of call, and a brief description of what happened
How many Sales Managers does LAM have? What are their names?
5 Sales Managers
Andy Kvernmo
Paul Willet
Andrew Ness
Aaron Boerema
Tyson Elder
Who are the three service managers?
Neil Maxfield - service manager
Steve Andino - assistant service manager
Gaven Benik - service director
Who do you get Commercial Parts calls to?
Ron Wuertz
"I saw there was a job opening" or "I'm looking to verify employment" calls go to who?
Lori Jordan - Head of the HR Department
Where do you need to get body work or windshield calls?
Abra Auto Body
Who are the two sales experts that sell both new BMWs and Mercedes - Benz?
Carol Morken
Spencer Imus
What are the two brands that CANNOT go through the Xpress Lane and why?
Mercedes - Benz
BMW
The process required for their oil changes are too invasive for the Xpress Lane
What is the job of Commercial Parts?
Provide parts for other dealerships/mechanics in the area for resale
Who handles new vehicle transport?
Michael Kjetland
If someone calls in looking for accounts receivable, what do you ask?
"Do you know/have the first number of the invoice?"
Haden Mendel
Griffin Ellison
Weston Hoglund
Name all 7 service advisors and their brands
Erika Esparza - MB
Tina Sorgdrager - MB
Brian Walker - CAD
Barry Davis - CAD
Gene Peterson - BMW
Reed Veldhuizen - BMW
Zach Fedt - BMW
What is the job of the General Parts Department?
1. Provide parts for appointments
2. Take orders from individual customers for whatever parts they need/want
Usually, people will ask for marketing directly OR they will ask for who, the marketing director?
Marina Peretz
If someone calls in looking to PURCHASE a warranty, where do you get it?
Finance
Why do we want to send a caller to their voicemail rather than take a message?
It is easier for them to call the guest back and find the lead rather than having to search their emails
"Is this for a Sprinter van, or do you have a regular Mercedes vehicle?"
When would you get a call down to Crystal Magnuson's line?
Never send a call to Crystal's line, UNLESS the caller specifically asks for her
If someone is looking to check the status of their registration or see when they will get their plates, who do you get them to?
Alison Lounsbery - Title Clerk