WorksheetsDealerInspire Certification
Total questions: 47
Worksheet time: 2hrs 21mins
What makes a Proper Greeting?
Using the customer's name
Addressing the customer's concern
It reflects all of the information that was provided to you at the start of the chat.
Using the Chat Shortcuts
Before making a Proper Greeting, what should Agents read? (2 items)
The dealership's hours
Dealer Notes/Consumer Info
Everything the customer has said in the conversation
Local time zone
What are Dealer Notes?
Notes about important customers
Notes about how dealership's expect us to handle chats
Information we don't really need
Where can you find Dealer Notes?
Red banner at the top of the chat window
On the dealership website
Underneath the Lead Form in Dealer Info
Underneath the Chat Window in the Glove Box
How will you know when a Dealer joins the chat?
They will introduce themselves
Chat agent logo is a person and will not be the sames as the agents.
You won't know
What action do you take when a Dealership joins the chat?
Continue talking to customer
Ask the Dealership if they still need your help
Stop responding and wait for the conversation to complete/take over when needed.
Close the chat
What information is needed for a viable Lead?
First Name
Phone and last name
First name and 1 form of contact
What information does a Stock Number provide?
It verifies that a vehicle is in stock
Identifies a specific vehicle
It's the same as the VIN
It's not useful to DI agents
Where do we provide the Stock Number/VIN to the dealer?
In our notes
We don't send Stock Numbers to dealerships, they already have them
At the closing of the conversation so they can find it easily
In the Stock Number CRM field
How do we use the Glove box?
To access all of our Hotkeys (Shortcuts)
To transfer chats
To send pre-loaded Rich Content (vehicle inventory, videos, brochures) and to check dealer information and any special notes they may have
To select our Lead Status
Which of the following is NOT an example of Rich Content?
Vehicle Inventory
Hotkeys/Shortcuts
Links to vehicles, trade form, credit application, etc
Brochures
Which of the following is NOT an acceptable way to handle a customer complaint?
Listen to understand, acknowledge their frustration/anger
Capture Lead information to pass along the information to the Dealership
Tell the customer there is nothing you can do
Raise a hand to speak to a Supervisor
In what two (2) places can you search a Dealership's inventory?
Cars.com
Dealership Website
DealerInspire Glovebox
Which resources MUST we check before telling a customer that a vehicle is listed as "in stock"? (pick 2)
Brand Webpage
Cars.com
Dealership Website
DealerInspire Glovebox
What is a VOI?
Virtual Option Interface
Volumes of Interest
Vehicle of Interest
Verification of Income
What is the first step in the Chat process?
Proper Greeting
Assurance of Assistance
Read Dealership Notes
Capture Lead Info
After an Agent reads their Dealer Notes, what is the next Chat step?
Proper Greeting
Assurance of Assistance
Invite to Dealer
Determine VOI
After an Agent makes a Proper Greeting, what is their next step?
Acknowledge Customer Questions by sending lead capture and/or Send applicable probing question
Gather Contact Info
Check Notes
Invite to Dealership
What is the next step for an Agent who has read the notes, properly greeted the customer, and ALSO acknowledged the customer's questions, but before they go in for a lead?
Acknowledge Customer Questions
Determine VOI
Gather Contact Info
Invite to Dealership
Once an Agent has determined the customer's VOI, what is their next step?
Acknowledge Customer Questions
Gather Contact Info
Invite to Dealership
2-Step Closing
Once an Agent has collected the customer's VOI and Contact Info, what is the next step?
Send Forward Message (2-Step Closing)
Push the Lead
Read Priority Notes
Invite to Dealership
What are some reasons you might invite a customer into the dealership?
Test Drive
View Inventory
Discuss Financing
Trade Appraisal
After an Agent invites the customer into the Dealership, what is their next step?
Gather Contact Info
Determine VOI
Use Forward shortcut (Part 1 of 2-Step Closing)
Push Lead to Correct Department
When do you use the Final Close, rather than the Inactive Close?
If you were able to send your "forward" message.
If the customer was actively talking to you
Always use the Final Close
Only on Website Chats
When do you use the Inactive Close, rather than the Final Close? (pick 2)
When the Dealership joins the conversation
When the customer speaks to us after we join the conversation, but goes inactive and no lead information was confirmed.
When the customer has not spoken to us since we joined the conversation
Never use the Inactive Close
What drop-down menu MUST we check before sending a Lead?
Dealer Name
Department
Dealer Contact
Lead Status
True or False: When inviting a customer in for sales chats, do we actually set up the appointment?
False
True
When taking a Service chat, what are the two required probing questions an agent must ask?
Year, Make, and Model of Customer's vehicle
What time they want to schedule the service for?
Service/Repair/Issue to be serviced
Their cats name.
If the Dealer Notes tell us we are able to schedule a service appointment online, what two types of service do we NEVER schedule?
Oil Change
Recalls
Tire Rotation
Defects/Body Work
What three (3) resources are acceptable for researching customer's questions and quoting information to customers?
DealerInspire
Dealership Website
Brand (OEM) Website
Cars.com
When should Agents enter a customer's Name, Phone, and Email?
When completing your notes at the end of the chat
As soon as you get them
Once you confirm they want to be contacted
Once you have enough for a Lead
Should Agents still fill out the Lead form if a customer becomes inactive?
Yes, if any contact information was provided.
No
Depends
I don't know
Which of the following is Best Practice for Chat Agents?
Free-handing all responses
Using shortcuts verbatim
Modifying shortcuts to fit customer situation, free-handing when necessary,
Only using shortcuts
Agents should think of Shortcuts (Hotkeys) as templates, guidelines, or frameworks which they can modify and make fit.
True
False
Not sure
42
It is expected that Chat Agents will be able to take at least ___ ACTIVE chats at a time.
3-4
8-9
5-6
10-15
By handling at least 5-6 active chats at a time, Agents should be able to hit the expected _____ chats per hour
10
12
23
17
What is the required QA percentage to be considered passing?
85%
87%
95%
90%
How quickly should we be picking up chats from the queue?
1 minute
10 seconds
7 seconds
30 seconds
How long do you have to send a customer a response?
Up to 3 minutes
1 second
Up to 45 seconds
Up to 2 minutes
If your push your lead to the CRM and you get an error, what should you fill in for the last name section if you are missing the last name?
(a)
How long should the average conversations length be?
8 minutes
2 minutes
5 minutes
1 hour
When in a chat should you invite the customer into the dealership?
At the beginning
Before you get their contact information
Never
After you get their contact information
You should ________ invite customer's into the dealership for sales chats.
Sometimes
Always
Maybe
Never
You shouldn't invite your customer in if they do not have a VOI. (True or False)
True
False
If you have an inactive SMS chat and were not able to confirm if the phone number they chatted in on was the best way to reach them. Would you still send the lead over?
Maybe
Yes, but only if you have a first name.
False.
No, you did not confirm it was okay to contact.
If your customer doesn't start the chat by asking a question and Ana-Bot doesn't introduce you, how should you greet your customer?
"Hi, it is nice to meet you, ___!"
"Hi, who do I have the pleasure of speaking with?"
"How may I help you?"
"Hi! My name is ___! Who do I have the pleasure of speaking with today?"
What should we put at the beginning of our notes, when sending a lead to the dealership?
Customers name
Department
Stock number
Time of chat
