Individual Practice - Dispositions

Individual Practice - Dispositions

Self Paced Module

The questions on the following slides, refer to the scenario below

You call your customer. You are directed to leave a message. The voicemail picks up, but you get the message that the mailbox is full. Use this information to answer the next few questions.

Multiple Choice

Your final disposition would be:

• Left Message

• Call Back Later

• Customer to Schedule on Own

• No Contact

Multiple Choice

Your secondary disposition would be:

• None

• Updated Contact Info

• Not Interested

• Other

Multiple Select

Besides the secondary disposition, what else would go in the CRM?

• Dealer ID

• Dealer Name Update

• Nothing

• Approval to Receive Texts

Multiple Select

True or False, you are not required to put anything in the comment field?

• True

• False

The questions on the following slides, refer to the scenario below

You are transferring your customer to the dealer because they would like to be towed to the dealership. The dealership is closed. Use this information to answer the next few questions.

Multiple Choice

What protocol would you follow? Check all that apply

• Tell the customer the dealer will contact them when they open

• Escalate to the Brand

• Leave the Dealership a voice message

• Thank the customer for their patience, inform them you will be sending the dealer information and confirm if they would like it by email or text

Multiple Choice

Your final disposition would be:

• Dealer Follow-up

• Left Message

• No Contact

• Call Back Later

Multiple Choice

Your secondary disposition would be:

• Rental Request

• Other

• Request to Speak to Dealer

• Towing Request

Multiple Select

Which would be documented in the CRM? Select all that apply

• Dealer ID

• Manager Initials

• Secondary Disposition

• Approval for Texts

The following questions do not refer to a specific scenario

The do however, refer to a specific disposition

Multiple Select

YOU CALL your customer. They inform you they already had the repair completed. Which questions below would you ask them? Select all that apply.

• Where they had the repair completed

• The name of the person who completed their repair

• The phone number to where they had the repair completed

• When they had the repair completed

Multiple Select

You call your customer. They tell you they have never owned the vehicle. Which of the questions below should you ask them?

• Did you sell it to someone

• Are you sure

• Is anyone in the household associated with that vehicle

• Would you like to own this vehicle

Multiple Select

Which disposition(s) below require a supervisors approval? Select all that apply

• DNC

• California Privacy Act

• Dealer Follow-up

• Transfer to the Dealer