Appraisals
If a customer is interested in a trade in what information would you share with the CXC before warm transferring?
- Customer Name, Phone Number
- Vehicle Preference
- What they maybe interested in
How long does a Instant Offer last?
7 days
What should you use and have up on every call to support your customers with your discovery questions?
Process Guide
What are the different Store Types at CarMax?
Cross Functional- XF
Traditional/Satellite
Do you warm Transfer to service?
yes
What are the two ways we should offer the customer to complete an Appraisal?
Instant Cash Offer
Traditional Appointment
What should you confirm with the customer if they are interested in completing a Instant Offer before sending them the link?
Confirm consent and phone number/email address
Do we warm transfer every call?
Yes- To a CXC, Service and Business Office
If a Customer call in regarding Service Issues What Vehicle info you should confirm 4 things?
Make
Model
Year
Concern/Issue
What are the days of the week the CEC Service team is open for our Cross Functional Store?
Monday- Friday 7am to 7pm Central Standard Time
Can an Appraisal be redeemed at any CarMax location?
Yes
What should you text or email the customer?
Their State Specific Guidelines
What is a warm transfer?
When you explain all details to the representative and merge both parties together and conduct a brief introduction.
What are the hours and days for a Traditional Store for Service that they are open?
Monday-Friday 7:30am to 6:00pm Customer Time Zone
Do we call the business office for service?
No
What discovery question would you ask on every appraisal call to see if we can purchase the vehicle?
Confirm if vehicle is owned, financed, or leased.
Where would you find the Customer State Specific Guidelines that you would text them?
CarMax.com-Sell My Car
What are 4 things you need to create a CI?
-Customer First & Last Name
-Phone Number
-Store Location
How long should you wait for the service department to answer the phone, before emailing them?
45 seconds.
If the customer has owned the vehicle greater than 90-days what should you share with them?
- Share
RepairPal link -----https://repairpal.com/carmax/
If our goal is to sell one more car, what discovery question should you ask if they are interested in selling their vehicle?
-Confirm whether the Customer plans to sell their vehicle outright or replace their vehicle by trading it in
-If the Customer is interested in trading – confirm why they’re in the market for a new vehicle
If the customer is interested in a Instant Offer, but wants to do a trade in what should you do?
Warm Transfer to a CXC
What should you update on every call?
Situation Notes
If the customer is calling outside of Service Hours how would you support your customer?
Emailing the store
Is the CEC Service located in the cross functional store?
How do you reach out to the CEC Service in genesys?
No
Dialing CEC Service