DLR Complaint

Maintain good DLR relationships by not making or agreeing to negative comments about the DLR

• True

• False

The service dept at a DLR is responsible for:

• Scheduling Service Appointments

• Estimating repair costs

• Diagnosing vehicle

• Recall Contacts

• All of the above

With every DLR complaint case you should verify:

• Selling DLR

• Service Manager

• Servicing DLR

• Area Manager

All case comments for DLR complaints should include the following

• Voice of the customer

• Actions Taken

• Next Steps

• DLR name and code

• All of the above

Which of the following would be considered a DLR Complaint

• Customer wants to schedule a recall appointment

• Customer wants to know status of warranty

• Vehicle was damaged while at DLR for service

• DLR was unable to diagnose vehicle concern

Name the brand website for the following model: 300

• www.ramtrucks.com

• www.chrysler.com

• www.dodge.com

• www.fiatusa.com

Following appropriate hold standards is an example of which attribute:

• Appropriate Discovery and Probing

• Correctly Identified the reason for the call

• Kept commitments and minimized customer effort

• Effectively controlled the flow of the interaction

To properly cultivate the customers (negative or positive) dealer experience you should:

• Agree with the customers complaint

• Acknowledge, Empathize and Reassure

• Sigh and mumble under your breath

• Explain that DLRs are independently owned and there is nothing we can do

Quality Narrative Analyzer shows vehicle activities such as customer repair orders and DLR visits

• True

• False

A DLR complaint about a dirty bathroom will be re-assigned for further assistance

• True

• False