Advisor's Role at Mopar

What is Net Satisfaction (NSAT)?

• A metric used to measure customer call performance

• An instruction guide for earning a badge in myTrailhead

• An automated customer service system

• A customer service training tool

What does Good/Better/Best Philosophy ask?

• Responses to customer calls

• Characteristics of a good customer call

• Solutions for customer complaints

• Questions on how to improve customer calls

What is part of making a customer call 'Good'?

• Using knowledge and resources effectively

• Creatively recognize opportunities

• Following processes and procedures

• Being empathetic and confident in resolution

• Forgetting to pitch survey

What are features of an excellent customer service call?

• Empathy and communication skills

• All of the above

• Technical and procedural skills

• Timely response and creativity

Which skill shows a customer having successfully been given the result they needed?

• Appropriate discovery and probing

• Deliver resolution with confidence and understanding

• Kept commitments and minimized customer effort where possible

• Effectively controlled the flow of the interaction

Which skill will set a customer call up for success moving forward?

• Ensured customer understood next steps and/or outcomes

• showed willingness to help

• Kept commitments and minimized customer effort where possible

• Deliver resolution with no confidence

Which skill is NOT the most important for customer success?

• Deliver resolution with confidence and understanding

• Appropriate discovery and probing

• Placing the customer on hold several times over 2 mins ,with no update

• Ensured customer understood next steps and/or outcomes

Reorder the following

(1) - Greet

(2) - Handle

(3) - Verify

(4) - Resolve

(5)- Close

• Greet

• Verify

• Close

• Handle

• Resolve

What is the primary responsibility of an advisor at Mopar?

• Selling the most expensive products
• Minimizing customer effort
• Maximizing company profit
• Ignoring customer complaints

How many questions are in the survey?

• 3

• 5

• 2.5

• 30