Disposition Quiz #1- Day 3

You have reached a voicemail box, but are unable to leave a message because it is full. What is your final disposition?

• Left Message

• A No Contact

• Call Back Later

• Dealer Follow-Up

The call was disconnected AFTER you verified your customer, but your customer DID NOT state that they do not want to be contacted. What is your final disposition?

• A No Contact

• Call Back Later

• Left Message

• Wrong Number

You call the number on the customer record, but no one answers. What is your final disposition?

• A No Contact

• Remedy Refusal

• Call Back Later

• Wrong Number

Your customer requests a call back later and provides an updated phone number. What is your secondary disposition and your final disposition?

• None, No Contact

• None, Customer to Schedule on Own

• None, Call Back Later

• Updated Contact Info, Call Back Later

Your customer is a resident of California and referenced the CCPA. What is your final disposition?

• No Contact

• DNC

• California Privacy Act

• Call Back Later

Your customer requests to stop receiving phone calls and mail regarding this recall. What is your final disposition?

• No Longer Driving Vehicle - Sold

• DNC

• No Contact

• Customer to Schedule on Own

You speak with the customer's roommate. The person on the record isn't home. What is your final disposition?

• Not Prepared to Schdule

• Call Back Later

• DNC

• No Contact

After providing a rebuttal, your customer insists that they prefer to schedule their own appointment. What is your secondary and final disposition?

• Vehicle not Operable, Remedy Refusal

• Not Interested, Remedy Refusal

• None, Customer to Schedule of Their Own

• None, DNC

You are attempting to transfer to the dealer, but the dealership is closed. What protocol will you follow?

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

• Escalate the call to the brand

• Leave the dealership a voicemail

• Thank the customer for their patience, inform the customer that you will be sending the dealer information to them. Confirm if they prefer text or email

You call a customer and learn that they have an appointment schedule for the following week. They tell you it is scheduled for the following Friday at Page Toyota. What is the final disposition?

• Customer to Schedule on Own

• Call Back Later

• Already Completed Service

• Not Prepared to Schedule