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WorksheetsFinal review
Total questions: 14
Worksheet time: 14mins
Which system allows us to easily identify which warranties are still active for a specific vehicle?
Compass
COIN
PTSC
VIP
Which department can we reassign cases to if the customer tells you that they have a recall and they feel unsafe driving it?
Recall Escalation
Recall Rental Specialists USA
Recall Parts Not Available USA
Level 2
Which of the following can be covered by warranty?
A tree branch that falls on the vehicle and damages the roof
A defective flux capacitor
An accident where the customer's hand slipped and caused the vehicle to swerve
Rust caused by a fire hydrant bursting and soaking into cracks in the vehicle
Which of the following is NOT covered for a warrantable repair?
Parts
Labor
Rental
Towing
Which warranty requires an inspection?
Basic Warranty
Powertrain Warranty
Federal Extended Emissions Warranty
LPLW
Which system can we use to look for a recall if the recall isn't in AnswerHub?
Digital Imaging
Global Recall System
Recall & CSN Status Guide
WebCOIN
Which of the following are NOT covered by warranty?
Poor maintenance
Customer neglect
Modifications
All of the above
When is a rental covered under warranty?
Never
Only when the repair is covered by warranty
Only if it was a Mopar part
Only in Kansas
If you are the second owner of a vehicle, when do the warranties start on the vehicle?
The day you register it under your name
The day that you buy it from the previous owner
The day the original owner drove it home
The day you call us and let us know that you're the new owner
When you use Recall Wizard and schedule the appointment, what was the step in Compass that I mentioned often gets forgotten?
Adding case comments
Reassigning the case to L2/premium
Updating the servicing dealer
Emailing the customer with details of the scheduled appointment
Which of the following is a potential SI case?
Customer hits a tree because his phone started vibrating in his pocket
Customer was driving and their wiper blades started going off on their own. They got distracted and crashed
Customer swerved to avoid a squirrel and hit another car
Customer's modified lift kit broke and caused the vehicle to lose control
How long will it take for customers to hear back from the SI team?
One business day
2-4 days
2-4 business days
2-3 business days
AH #1341 advises us to do what if a customer does NOT qualify for Lemon Law?
Tell them to buzz off
Offer to buy back their vehicle
Review them for possible Goodwill consideration
Advise them to contact an attorney
Which of the following is NOT a word/phrase that should make us think that the customer is requesting Lemon Law?
Buyback
I no longer want the vehicle
I want you to take the car
My car is on fire
