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WorksheetsDisposition Quiz - Final
Total questions: 9
Worksheet time: 7mins
You have reached a voicemail box, but are unable to leave a message because it is full. What is your final disposition?
Left Message
No Contact
Call Back Later
Dealer Follow-up
Your customer requests to stop receiving phone calls and mail regarding this recall. What is your final disposition?
No Longer Driving Vehicle - Sold
No Contact
DNC
Customer to Schedule on Own
Your customer states they've already had the recall repair completed at their preferred dealership. What is your final disposition?
Already Completed Service
Call Back Later
Customer to Schedule on Own
DNC
You successfully scheduled an appointment online, but the customer did not provide an email. What are the secondary AND final dispositions?
None, Appointment
None, Customer to Schedule on Own
None, Already Completed Service
None, Appointment No Email
Which dispositions require a Supervisor's approval? SELECT ALL THAT APPLY.
DNC (Do Not Call)
California Privacy Act
Transfer to Brand
Escalate to Brand
You successfully schedule an appointment online for your customer. What is the final disposition?
Appointment
Already Completed Service
Appointment No Email
Call Back Later
You determined that your customer only speaks Spanish and have advised him/her that a Spanish speaking agent will get back in touch. What are the secondary AND final dispositions?
None, Language Barrier
None, Wrong Number
None, Spanish Speaking
None, Call Back Later
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 are attempting to transfer to the dealer, but the dealership is closed. What protocol will you follow?
Tell the customer the dealer will contact them when they open
Thank the customer for their patience, inform the customer that you will be sending the dealer information to them. Confirm if they prefer text or email
Leave the dealership a voicemail
Escalate the call to the brand
