Ford Account Group Refresher

Ford Account Group

Greeting the guest within 45 seconds

Answering the guest at 1 minute

Answering and Acknowledging ALL questions asked

3 minute Lead sit time

These timing parameters are company wide. It's what Ford expects us to do on average as a whole company

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For the Ford Direct Account Group, we are required to meet a defined Service Level Agreement (SLA) per our contract and not doing so can result in large monetary fines.

Multiple Choice

True or False: Per our contract with Ford we are expected to greet within 45 seconds and respond within 1 minute for our company target goal.

• True

• False

Ford Direct Master Reference Guide

​This Resource is to be used ONLY when the guest is asking about a vehicle in general.

Multiple Choice

What do we use the Ford Direct Master Reference Guide for?

• I don't know

• When a guest is asking about a vehicle in general.

• Stock specific chats

• Identifying Ford Chats

Ford Direct Master Reference Guide

Click the link above

Answering Questions

What can we say?

What can we NOT say?

​General Question: Is there a diesel engine for the F-150?

​**Remember when it comes to a general question we will utilize our Ford Reference Guide to look for the answer. If we are able to find it we can answer like so........

​Answer: Yes, the diesel engine is available for select Ford F-150 models.

​Specific Question: Would you know what service my car would need?

​**When it comes to a guest asking a specific question we have to utilize the website & if it is not something we can find on the website we will need to confirm with our team.

​Answer: I'm not seeing the needed services listed, however allow me to touch base with my service team to confirm that information for you.

Multiple Choice

What kind of engines are available on a F-250?

• General

• Specific

Multiple Choice

What packages are available on this Ford Explorer?

• General

• Specific

What is a letter plan?

They are a unique pricing and financing options available to regular Ford and Lincoln customers, along with employee's both previous and current.

​Ford guests can remotely manage their account and arrange services through the FordPass app.

​​FordPass

A unique collection of features accessible through the phone app for Lincoln guests that allows them to remotely manage their account and arrange services.

​​LincolnWay

Open Ended

What is LincolnWay and FordPass?