Disposition Quiz #2- Day 3

Your customer states they've already had the recall repair completed at their preferred dealership. What is your final disposition?

• Call Back Later

• Already Completed Service

• Customer to Schedule on Own

• DNC

You successfully scheduled an appointment online for your customer and you were able to gather their e-mail. What is the final disposition?

• Appointment

• Already Completed Service

• Appointment no Email

• Call Back Later

You are attempting to transfer your customer to the dealership because they are requesting a rental vehicle. The dealership is closed. What should you do?

• Escalate the call to the brand

• Thank the customer for their patience, inform the customer that you will be sending the dealer information to them so they can follow-up at a later time. Confirm if they prefer text or email

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

• Leave the dealership a voicemail

You are not able to schedule an appointment online because the dealership is requesting that you call to schedule recall appointments. What are the secondary and final dispositions?

• No Online Scheduler, Transfer to the Dealer

• None, Appointment

• Do Not Schedule Recall Msg, Transfer to Dealer

• Other, Transfer to Dealer

You successfully scheduled an appointment online, but the customer did not provide an email. What are the secondary and final dispositions?

• None, Appointment

• None, Appointment No Email

• None, Customer to Schedule On Own

• None, Already Completed Service

You call your customer. As you begin to tell them where you are calling from, the customer tells you that they already completed the service. Which question below would be appropriate to ask?

• How much did the repair cost

• Are you still the current owner of the vehicle

• Where did you have the repair completed and when was the recall completed?

• None of the above

Your customer explains the car is currently not running and they DO NOT want to get the repair complete. What is the final voice disposition?

• Escalate to Brand

• No Open Recalls

• Call Back Later

• Remedy Refusal

You call the customer. As you are starting to ask to speak to the customer on record, the call is disconnected BEFORE you know who you are speaking with. What is the final disposition?

• Call Back Later

• Customer to Schedule on Own

• No Contact

• Escalate to the Brand