WorksheetsDisposition Quiz #2- Day 3
Total questions: 8
Worksheet time: 2hrs 0mins
Your customer states they've already had the recall repair completed at their preferred dealership. What is your final disposition?
Call Back Later
Already Completed Service
Customer to Schedule on Own
DNC
You successfully scheduled an appointment online for your customer and you were able to gather their e-mail. What is the final disposition?
Appointment
Already Completed Service
Appointment no Email
Call Back Later
You are attempting to transfer your customer to the dealership because they are requesting a rental vehicle. The dealership is closed. What should you do?
Escalate the call to the brand
Thank the customer for their patience, inform the customer that you will be sending the dealer information to them so they can follow-up at a later time. Confirm if they prefer text or email
Tell the customer the dealer will contact them when they open
Leave the dealership a voicemail
You are not able to schedule an appointment online because the dealership is requesting that you call to schedule recall appointments. What are the secondary and final dispositions?
No Online Scheduler, Transfer to the Dealer
None, Appointment
Do Not Schedule Recall Msg, Transfer to Dealer
Other, Transfer to Dealer
You successfully scheduled an appointment online, but the customer did not provide an email. What are the secondary and final dispositions?
None, Appointment
None, Appointment No Email
None, Customer to Schedule On Own
None, Already Completed Service
You call your customer. As you begin to tell them where you are calling from, the customer tells you that they already completed the service. Which question below would be appropriate to ask?
How much did the repair cost
Are you still the current owner of the vehicle
Where did you have the repair completed and when was the recall completed?
None of the above
Your customer explains the car is currently not running and they DO NOT want to get the repair complete. What is the final voice disposition?
Escalate to Brand
No Open Recalls
Call Back Later
Remedy Refusal
You call the customer. As you are starting to ask to speak to the customer on record, the call is disconnected BEFORE you know who you are speaking with. What is the final disposition?
Call Back Later
Customer to Schedule on Own
No Contact
Escalate to the Brand
