Core skills and call flow

The After Call Survey is an email sent within 1 business day after the customer calls.

• true

• false

What should you always document in the Case Comments during the resolve phase?

• Voice of the Customer

• Actions Taken

• Next Steps

• All of the Above

What is the time limit on reopening a case after it has been closed?

• 5 days

• 14 days

• 10 days

• None of the above

If your want to send a message in Compass to your friend about when you're going to lunch use:

• Voice mail

• Facebook

• Chatter

• None of the above

What is searchable using the global search:

• VIN

• AnswerHub

• Contacts

• All of the above

You notice a typo in a customers name during the verification process. Where do you go to update this change?

• Make change on the Customer Owner Details page

• Create a new contact

• Modify Customer Details

• Go into the customer's contact record and make change there

Expected hold time should not exceed 2 minutes, unless agreed to by the customer

• True

• False

How should you introduce yourself in your greeting?

• First name only

• First and last name

• Title (Mr./Mrs) and last name

• An FCA advisor

What type of information can you find in the ‘Other’ section of the Vehicle record?

• Vehicle Recalls

• Sales Codes

• Vehicle Warranty

• All of the above

What is the primary technique used to determine the root cause of a customer’s inquiry?

• research the customer's inquiry

• Ask probing questions

• Check all applicable systems related to the customer’s inquiry

• Check to see how many times the customer has called