CAR FACTS
This service helps ensure a vehicle drives straight and prevents uneven tire wear.
Wheel Alignment.
What is covered under basic warranty? Everything from the front to the back bumper, what is not covered under the warranty?
ANYTHING THAT WAS DONE TO THE VEHICLE THAT IS NOT A MANUFACTURED DEFECT.
**10 bonus points if you can tell me how long Volvos basic/bumper to bumper is, years and mileage**
A customer for Chevrolet Phoenix is bringing in their 2024 Chevrolet Trax, and they are needing to come in for their routine service. The customer lets you know they have a valid century contract. What op code are you going to use?
OR IN THE SEARCH: CENTURY AND FIND THE DEXOS 6QT- SYNTHETIC CENTURY OIL CHANGE AND TIRE ROTATION.
OP CODE: CEN6
You get an email lead for an appointment confirmation, everything looks good except there is no VIN number or mileage, is this information you need to call or text to collect before the customer's appointment?
Yes, the information must be collected before their arrival.
**5 BONUS POINTS IF YOU CAN EXPLAIN WHY THE MILEAGE IS IMPORTANT TO HAVE UP TO DATE**
What phrase should you be using to set the tone of the call when a customer calls in?
"Thank you for calling Courtesy (Dealership name) Service, family owned and operated. This is (Y/N), how may I help/assist you today?"
**20 bonus points if you can give me a perfect intro and explain why this is important**
This warning light often indicates an engine misfire, emissions issue, sensor failure, or fuel system concern.
check engine light
**How long is this diagnosis at San Diego for a 2025 Blazer EV**
IF A CUSTOMER GETS A NEW BATTERY UNDER BASIC WARRANTY, AND ARE NOW OUT OF BASIC WARRANTY BUT NEED THE BATTERY REPLACED AGAIN , WILL HE GET ANOTHER NEW ONE SINCE THE STICKER ON THE BATTERY SAYS EXPIRES IN 2027
YES
A Phoenix Chevrolet Customer is calling in because the leather under their steering wheel is peeling. What op code are you going to put this under?
IN THE SEARCH BAR TRIM/ELECTRICAL DIAGNOSIS.
OP CODE: 109
**10 EXTRA POINTS IF YOU CAN TELL ME WHAT OUR CURRENT DIAG TIME IS FOR TRIM AND ELECTRICAL HERE IN PHX**
How do you create a profile for a vehicle that needs body work but was purchased with us?
You don't and send the customer over to our body shop.
**10 BONUS POINTS IF YOU CAN TELL ME THEIR EXTENSION**
After you introduce yourself to the customer what information should you already have pulled up or be asking for?
Their name, if they have ever serviced with us, phone number and vehicle.
**10 extra bonus points if you can tell me why it is important to ask if they have ever serviced with us for our CHEVROLET dealerships**
This is the most important question a BDC agent can ask when a customer says, "My car is making a noise."
"When does it happen?"
** 20 Bonus points if you get the Second most important question**
What is the mile radius quoted that the customer HAS to come back to us if they have Insura?
Within a 50-mile radius of any of our locations.
A customer from Dodge is calling in because when they press on the brake, the vehicle squeaks and screeches. What op code are you going to put this under?
BRAKE CONCER IN THE SEARCH BAR
OP CODE:104
When a customer asks to schedule with the agent they spoke with previously, but they are off, how do you proceed?
You advise the customer that the agent is off for the day, but you are able to assist them with scheduling them in for an appointment.
**20 bonus points: How do you notify the agent their customer called in to schedule and give it back to them to book under their name?**
When a customer asks to see how many more oil changes, they have what information should you be asking for if it is their first time being serviced and where should you be looking?
"Ok may I please have the VIN number to your vehicle to check the amount of oil changes you have?"
CDK-CENTURY-INSURA- OR THE ADVISORS
customer states, "My RPMs go up, but the vehicle barely accelerates." what is the actual concern?
slipping transmission
**30 bonus points if you can tell me if a Diesel will take longer or shorter**
Name at least 5 items that are never covered under warranty.
Brakes, fluids, windshield wipers, filters, spark plugs, tires, bulbs, some belts, clutch IF manual.
For San Diego what is the op code LOFD1 for?
Oil change for Diesel vehicles with a 2.7/3.0 engine.
**15 BONUS POINTS IF YOU CAN TELL ME HOW MUCH THIS IS**
A call comes in and you pick up, "I need to speak with a Service Manager now, and I will wait until you get him/her on the phone!"
How do you proceed to handle the immediate escalation?
"Okay, may I please collect your first/last name, and what issue you are calling for?"
**20 BONUS POINTS If you can tell me how you SHOULD proceed if they refuse to give you anything**
"This is my 3rd time being seen for a reoccurring issue and I am demanding a loaner vehicle when I bring my vehicle back to your dealership!"
How SHOULD you deescalate the situation and acknowledge their frustration without caving or throwing your co-workers under the bus?
"I can start with booking your vehicle in with us whenever it's convenient to you, as far as a loaner vehicle. This would have to be addressed with your previous service advisor."
**20 BONUS POINTS: "I want to confirm that I will have a loaner vehicle when I arrive to my service appointment." How SHOULD you handle this request?
Customer states "It only clicks when I turn." (Hint: Identify the suspension component that is the most likely culprit)
CV axle/CV joint concern
What 3 reasons would a normally covered item would NOT be covered under warranty?
Neglect in maintenance, damage caused to component, aftermarket modifications.
**50 BONUS POINTS IF YOU CAN GIVE ME AN EXAMPLE OF DAMAGE FOR A PART/REPAIR TO NOT BE COVERED**
A Kia customer is experiencing some wobbling and shaking under the vehicle while they are driving. This is a suspension issue but, Kia doesn't have a Suspension op code. What are you going to put it under?
Other Diagnosis in the search bar
OP CODE: DIAG
Please tell me when WE DO NOT USE other diagnosis, tell us more, or miscellaneous op codes?
You need to find the price for a transmission service at Nissan, or an oil change at San Diego, Volvo, or free oil changes at Phoenix. Where are you required to get this information and not ask advisors?
Your pricing sheet, CTRL + F in teams, and additional charts that are printed for you.
"I bought my 2016 Chevrolet Cruze, 35 days ago. I have been having countless issues with my engine, since I bought it. I am bringing it in Monday morning to be looked at, I want a loaner and I am not paying for anything."
How SHOULD you handle this situation and what SHOULD be your first question?
"Have you called about this issue since purchasing your vehicle?"
"Due to the fact that it was 35 days ago, the service will have a diagnostic fee because of it being outside of the 30 days of warranty from the day of purchase."
**50 BONUS POINTS** The customer strongly feels they should not have to pay a diag fee. Explain the 30-day warranty, they have exceeded it. Who do you transfer the call to?