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WorksheetsL2 Day 3
Total questions: 11
Worksheet time: 7mins
Which AH article gives us timelines for handling case management scenarios such as delayed dealer responses and closed loop?
1267
1064
3191
2055
Which AH article can we use to review the quality guidelines and score sheets for our calls?
1267
1064
3191
2055
According to the closed loop process, how long will we keep a case open after the dealer confirms repair completion and that the vehicle was picked up?
1 day
2 days
1-7 days
14 days
How long after the case gets closed will a customer receive the L2 email survey?
1 business day
2 business days
1-7 business days
14 days
If the customer has a restriction on their vehicle and wants to have it removed, what is the first step that they need to take?
Contact their state DMV
Request Goodwill
Get an inspection from a certified dealer
File a lawsuit against us
If a customer requests Lemon Law in the middle of a case that you're working, what is your next step?
Close the case
Reassign the case to LLQ
Reassign the case to LLQ, but keep working with the dealer
Advise them to contact an attorney
If the customer does not merit Lemon Law and the case gets reassigned to you, what is your primary goal?
Closing the case
Repairing the vehicle
Getting the customer to sell the vehicle
Providing legal advice to the customer
When a case is sent back to you because it did NOT qualify for Lemon Law, what should you explain to the customer?
"I apologize, but your vehicle does not qualify for Lemon Law because the coverage period for Idaho is two years or 24,000 miles, whichever comes first."
"Go ahead and get an attorney if you want, but we're not buying back your broke vehicle."
"Your vehicle did not qualify for buyback, but I am committed to helping you solve the ongoing vehicle issue. I will continue working with your dealer to solve this problem."
"At this time it's a no for Lemon Law, but you could probably contact an attorney and see what they say."
If the customer's vehicle has a Stellantis restriction, who has the ability to get the restriction removed?
An AM or TA
The SM at the dealership
A Case Manager
Only the DMV for their state
Which of the following is NOT a requirement for Lemon Law qualification
The state's coverage period
How angry the customer is
The number of repair attempts
The number of days that the vehicle is out of service
When a customer does not qualify for Lemon Law, which of the following is typically the last option that we offer?
Refer the customer to the Sales department for their dealershiop
Repair the vehicle
Offer Goodwill
Recommend arbitration
