The Model-T form
Where can you find the Model T form to assist while on a call?
Sharepoint, on the left under "documents" then "QA" then "NVST Model T"
Which threevehicles are in the EV line up?
F-150 Lightning, Mustang Mach-e, E-Transit
Customer calls in regarding a 2018 f-150 having a recall. where do you direct?
CRC
What is the BOCN?
The BOCN is the largest network of public chargers with free access for 2 years, pay as you go access and 250 kwh through Electrify America
true or false: you have to be on time and present for both shift preceding and after a holiday to be paid Holiday pay.
True
What is under the Support section of the Model T Form?
Education & Consumer Marketing
What Mustang Mach-E trim level(s) have the extended range battery available?
California Route 1, Premium, GT, GT Perfomance Edition
A customer from Canada calls in wanting to check their status. Where would you direct?
Ford of Canada
True or False: Hybrids can use the BOCN.
False. Only All electric vehicles can access the BOCN
What is the Hold process?
TACT tell, ask, check, thank
What in the Model T Form is worth 10 points?
Education, Promises Made Promises Kept, Advocacy, Effective Resolution, Documentation Content.
True or Fale: You can get the home integrated system with the Standard Range battery option on the Lightning.
True!!!!
Customer calls in regarding activation/troubleshooting Bluecruise. Where do you direct?
IVT
What does an amber indicator light on a charge station mean?
Charge fault
Where in AAF do you find the Global Frequently Asked Numbers?
Under Program Resources, Quality, and Training, or search for it
What can you include in your call to ensure you're getting the points for education?
Self Service information(vehicle order tracking website), value of product/process/company, shared information that may help the customer in the future, communicated all the next steps/follow-up details.
What path do you take in eSourceBook to find the pickup box dimension for the 2023 F-150 Lightning?
2023 F-150 Lightning > Specs > Dimensions/Weights/Capacities > Pickup Box Dimensions
customer is having difficulties with their home charging station. Where would you direct?
CRC BEV
Customer is having difficulties processing payment for a suspended account. what can you advise the customer do?
Reprocess the payment if this fails advise them to Contact your finance institution to determine the issue.
Can you extend a Direct Offer?
No, customer must speak with dealer in reference to incentives and final pricing of the vehicle
Using positive phrasing when speaking to the customer, building raport, avoiding jargon, using a natural tone, is under which section of the Model T form?
Engage, Communication
Is the 2023 Mustang Mach-E compatible with Four-Wheel-Down Towing and where can you find it?
No
where would we direct a customer who has a motorhome with questions or concerns?
Ford Motor Homes (RV) Customer Relationship Center (found in external contacts)
what charge stations are considered in-network?And where can you use the 250kwh?
Electrify America, EVConnect, EVGO, Flo, Chargepoint, and SemaCharge, Greenlots(Shell Recharge)
Electrify america
what is the resource for customers threatening harm to themselves/others?
Distressed customers.pdf