L2 Day 3

Which AH article gives us timelines for handling case management scenarios such as delayed dealer responses and closed loop?

• 1267

• 1064

• 3191

• 2055

Which AH article can we use to review the quality guidelines and score sheets for our calls?

• 1267

• 1064

• 3191

• 2055

According to the closed loop process, how long will we keep a case open after the dealer confirms repair completion and that the vehicle was picked up?

• 1 day

• 2 days

• 1-7 days

• 14 days

How long after the case gets closed will a customer receive the L2 email survey?

• 1 business day

• 2 business days

• 1-7 business days

• 14 days

If the customer has a restriction on their vehicle and wants to have it removed, what is the first step that they need to take?

• Contact their state DMV

• Request Goodwill

• Get an inspection from a certified dealer

• File a lawsuit against us

If a customer requests Lemon Law in the middle of a case that you're working, what is your next step?

• Close the case

• Reassign the case to LLQ

• Reassign the case to LLQ, but keep working with the dealer

• Advise them to contact an attorney

If the customer does not merit Lemon Law and the case gets reassigned to you, what is your primary goal?

• Closing the case

• Repairing the vehicle

• Getting the customer to sell the vehicle

• Providing legal advice to the customer

When a case is sent back to you because it did NOT qualify for Lemon Law, what should you explain to the customer?

• "I apologize, but your vehicle does not qualify for Lemon Law because the coverage period for Idaho is two years or 24,000 miles, whichever comes first."

• "Go ahead and get an attorney if you want, but we're not buying back your broke vehicle."

• "Your vehicle did not qualify for buyback, but I am committed to helping you solve the ongoing vehicle issue. I will continue working with your dealer to solve this problem."

• "At this time it's a no for Lemon Law, but you could probably contact an attorney and see what they say."

If the customer's vehicle has a Stellantis restriction, who has the ability to get the restriction removed?

• An AM or TA

• The SM at the dealership

• A Case Manager

• Only the DMV for their state

Which of the following is NOT a requirement for Lemon Law qualification

• The state's coverage period

• How angry the customer is

• The number of repair attempts

• The number of days that the vehicle is out of service