Customer Service 101
This greeting phrase should start every phone call.
“Good Morning, Car-Mart, this is [Your Name].”
This system is used to take payments and manage accounts.
ALIS (Auto Loan Information System).
This document proves ownership of a vehicle.
Title.
This must remain locked at all times to protect customer info.
Business office door.
This section of the filing system holds active accounts and current month reports.
Section I (Fireproof Filing Cabinets).
Before giving account info, you must do this to confirm identity.
Authenticate the customer using name, address, and one other identifier (SSN last 4, DOB, or account number).
Associates may never do this when taking card payments.
Take debit card info over the phone or store card info.
A title must be this before Car-Mart can sell a vehicle.
Negotiable (clear of liens and properly assigned).
The safe must contain these items overnight. Name two.
Start-up cash and blank checks (also temp tags, PPI valuables, etc.).
This section stores inactive accounts and past months’ reports for the current fiscal year.
Section II (Non-Fireproof Filing Cabinets).
When a government agent visits, your first step is this.
Contact the corporate legal or compliance department immediately.
If ALIS is down, you use this to record a payment.
Handwritten receipt book.
This log tracks all title movements at the dealership.
Title Log.
This alarm feature must be tested monthly.
Duress/panic button.
In Section I, active financed sale folders are filed in this order.
Newest in front, oldest in back by stock number.
This app is used for instant messaging between associates.
Webex Teams.
This report helps reconcile daily payments at closing.
Daily Deposit Summary Report (DDR).
This legal document allows Car-Mart to sign for a customer on a title if needed.
Power of Attorney (POA).
When transporting deposits, you should never do this.
Stop anywhere else on the way to the bank.
Name two items found in Section II besides inactive accounts.
Paid invoices (rotating 4 months), past daily deposit reports, monthly audit inventory reports, dead titles, etc.
The best way to reduce customer wait time is by doing this.
Ask questions to quickly determine their needs and offer popcorn/beverages.
When a payment is posted incorrectly, this action is required.
Reverse the payment (only by authorized management).
Federal law requires this document to be displayed on every vehicle for sale.
Buyer’s Guide.
If a robbery occurs, your response should be this.
Give them what they want and activate the silent alarm when safe.
What’s the key difference between Section I and Section II?
Section I = current/active items and fireproof for security; Section II = past/inactive items for the current fiscal year and non-fireproof.