Call Quality
What does AHT stand for?
A. Average Hold Time
B. Average Handle Time
C. Average Hourly Talk
D. Agent Handling Timer
Average Handle Time
What is a resend?
A. When a packet is re-submitted due to error
B. When a title is reassigned
C. When a lot is closed
D. When a call is transferred
When a packet is re-submitted due to error
What is a State Grid?
A. A map of Copart locations
B. A reference guide for title requirements
C. A vehicle delivery schedule
D. A yard communication sheet
A reference guide for title requirements
What makes someone a Peak Performer?
A. High attendance only
B. Exceeding goals in metrics and attitude
C. Working overtime
D. Completing training early
Exceeding goals in metrics and attitude
What must you determine first when a seller asks to close a lot?
A. Title status
B. Vehicle possession
C. Yard location
D. Claim number
Vehicle possession
What is First Call Resolution?
A. Calling the owner first thing in the morning
B. Transferring to the right department
C. Solving the issue in one call
D. Providing the fastest call back
Solving the issue in one call
A high resend rate affects which two metrics most?
A. MiCom & QA
B. Compliance & Production
C. Attendance & Time Management
D. Call Volume & Tone
Compliance & Production
Why do we use State Grids?
A. To track vehicle ownership
B. To ensure compliance
C. To locate lots faster
D. To monitor payments
To ensure compliance
Who is the Peak Performers mascot?
A. The Lion
B. The Eagle
C. The Honey Badger
D. The Wolf
The Honey Badger
After sending communication, in what system do you close the lot?
A. Salesforce
B. G2
C. YardNet
D. OneNote
G2
Which of the following affects QA scores?
A. Call Hold Length
B. Greeting and Tone
C. System Color Scheme
D. Yard Response Speed
Greeting and Tone
Which of these is a common resend reason?
A. Missing POA
B. System Update
C. High Call Volume
D. Wrong Carrier
Missing POA
What should every complete Seller Grid include?
A. Yard Notes
B. Okay-to-pay, MVR info, and Lien Info
C. Claim Number Only
D. Seller Address
Okay-to-pay, MVR info, and Lien Info
What is the team motto?
A. “Keep climbing!”
B. “Can’t stop, won’t stop!”
C. “We close and we conquer!”
D. “Get it done!”
“Can’t stop, won’t stop!”
What type of bundle does the yard run to close the lot?
A. Free Bundle
B. No-Fee Dummy Bundle
C. Seller Credit
D. Claim Bundle
No-Fee Dummy Bundle
What does “Tone and Adherence” measure?
A. Average Handle Time
B. Professionalism and empathy
C. System performance
D. Document Accuracy
Professionalism and empathy
What should you check before triggering a resend?
A. The call notes
B. The owner’s address
C. The cause: Copart, Seller, or Owner
D. All of the above
All of the above
What common request type is reviewed in the State Grid?
A. Standard
B. Owner retain
C. Repo
D. Lease
Standard
Which month do we have the most birthdays?
A. August
B. September
C. November
D. Heck I don't know
November
True or False: Seller fees should be credited when closing a lot.
A. True
B. False
False
How is Customer Effort measured?
A. By call length
B. By how easy the process is for the caller
C. By number of transfers
D. By total production
By how easy the process is for the caller
How can you reduce resend volume?
A. Work faster
B. Skip non-critical checks
C. Double-check before submission
D. Wait for yard approval
Double-check before submission
What can happen if a agent reviews the Grids incorrect?
A. Automatic Closure
B. Delays, Resends, and Compliance Fails
C. Faster Payouts
D. Production Bonus
Delays, Resends, and Compliance Fails
What does the Honey Badger symbolize?
A. Calm and quiet work
B. Resilience and fearlessness
C. Politeness and patience
D. Speed and humor
Resilience and fearlessness
When the vehicle is in possession, who handles pickup or delivery?
A. Title Express
B. The Yard
C. Seller
D. Carrier
The Yard