Yamaha Customer Service

What does the status mean? What should you do next? AFR

• 
  Assigned for Refinance - Transfer to Cypress

• 
  Applicable Federal Rate - Tell the consumer what their Federal Rate is

• Assigned for Repossession - Speak to Cypress Representative

• A Financial Retribution - Take a payment

What does the Acronym (LSV) mean?

• 
  Low speed vehicle

• 
  Low state value

• 
  Low score view

• 
  Large scale vehicle

What is the most important step when releasing a customer's title?

• 
  Ask how long it has been since they paid it off.

• 
  Ask if they paid it off with cash or card.

• Advise the customer how long it will take to receive the title.

• Notate the customer's account.

What are the 4 piece of verification process?

• Account number or full SSN, Last and first name, DOB, and Full address

• Last and first name, DOB, and Full address, and Vin number

• Vin number, DOB, Call back number and full address

• Account number or full SSN, Last and first name, DOB, and just the City/Sate/Zip code

What is the minimum payment that we can take if the customer is (AFR)?

• $75.00

• 
  $25.00

• $0.00

• $50.00

If the customer’s vehicle was repossessed, what steps do we take to assist the customer?

• 
  Find out how much the customer can pay now, then send an email and document the account.

• Make payment arrangements. The customer must make 3 payments upfront.

• Confirm what was repossessed, take a payment, send an email, then document the account.

• Transfer the call, send an email, and document the account.

Which statement is an "Empathy Statement" Select all that applies.

• “I’m sorry for your loss.”

• "I can understand how frustrating that can be. We don't want to lose you!"

• "If I am understanding correctly…"

• “Don’t worry, you’ll feel better soon.”

Under what section in Defi can we find information about the customers’ WaveRunner?

• Transaction Tab

• Activity Notes Tab

• 
  Collateral & Title Tab

• Communication Tab

When we are taking a payment, what do we have to do in LiveVox?

• Ask for permission

• 
  
  
  Ask if we can save the card on the account for future payments.

• 
  
  Advise the customer the benefits of auto-pay.

• 
  Stop the recording.

If the customer forgot the password to log in online and make a payment, what system will allow us to reset the customers password?

• Defi

• Customer Portal

• 
  LiveVox

• 
  Data Ocean