Expectations
What are pre-appointment expectations?
All personal belongings were removed from the vehicle and remove the license plate.
What you should do if the first-time ever customer calls in?
Creating an account and submitting an appraisal.
What should be pitched on every call?
The Why
What does 7dmbg stand for?
What are the post-appointment expectations?
Contact the DMV to report the vehicle sold and cancel your insurance. If applicable Lien will be paid off within 7-14 business days.
What should be done if the customer struggles with document uploads?
Upload photos for cust. Text line, email, walk through the site step by step.
Why do we ask you to share Why Carvana?
To tell all who will listen why Carvana is different than anything else.
What are some great benefits of trading in?
7DMBG, TAX CREDIT
What are the appointment expectations?
Quick walk around, short spin around the block, sign paperwork, and initiate payment. Advise loan payoff if applicable and the chance of a third-party towing company.
What is one of Carvana's core beliefs for facilitating?
Treat every call as if it's the last. Which means do ALL that you can to get the customer as far in the process as possible.
How do I set up a why statement?
Ask Probing Questions
What is a good opening question for a trade enrichment?
Do you plan on selling or trading?
What should be offered on each call?
Pre-appointment
Appointment
Post- appointment
What are the first things to do on a call?
Read previous advocate's notes. And verify the account.
What is a Why Carvana statement?
Easy and seamless process by being 100% online/ sell your vehicle the comfort of your own home/No pushy salesman or spending hours at the dealership/ There is a 1000 mile allowance from the odo photo because Carvana understands you still need to go about your daily business/ Carvana is completing touchless appointments to ensure the safety of you as well as our team (just listed out more things)
Why is Trade enrichment so important?
Getting the word out on all that carvana does and why we do it paired with our above and beyond experience will spread like wildfires. Resulting in more business and happy customers.
What are drop off appointment expectations?
Day of the appointment advises the customer to remove personal items from the vehicle. Upon arriving they can also remove the license plate. The advocate will review the vehicle and complete the test spin to confirm accuracy with the appraisal. Once complete the customer will be able to sign the documents for the sale. These documents include a VIN-specific power of attorney to allow us to flip the title into Carvana's name. As well as the purchase agreement outlining the amount being offered for the vehicle, the lien amount owed (if applicable) and an odometer disclosure at the time of the appointment. After all, docs have been signed the advocate will initiate a preferred payment (if cust has positive equity). The customer will receive a copy of the purchase agreement and if needed an uber can be requested to send the advocate back to their home (mileage limits in effect, reach out to TL or HUB location to confirm it can be requested and notate the account)
What you should not do if the customer needs assistance scheduling
The customer needs assistance with scheduling. And your response is to go to carvana.com or the approval email to schedule.
What is a WHY statement for an upset customer about their long review time?
Our goal is to eliminate haggle and hassle for our customers/create an easy & seamless process so they don't have to spend all day at a dealership/by being 100% online. Let me work on getting this approved for you so we can move on to scheduling.
What is a sales tax credit and how is it applied to a trade-in transaction?
Carvana provides a sales tax credit benefit since taxes have already been paid on the vehicle being traded-in. This adds value to the vehicle being traded in and decreases the overall amount owed in the trade transaction