Roadside--pps--may

10 Questions | Total Attempts: 95

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Roadside--pps--may

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Questions and Answers
  • 1. 
    All MBUSA Fleet vehicles, including PEP but not individual employee leases, have the same PIN should you ever receive a call from an employee requesting a lock out service. What is the PIN?
    • A. 

      0000

    • B. 

      2369

    • C. 

      5151

    • D. 

      There is no unique PIN, trick question

  • 2. 
    Pages are reasoned out of the queue viewer via the sub status & status.  Therefore, be sure to make appropriate changes to both the sub status and status when reasoning out a call to remove it from the queue viewer.
    • A. 

      True

    • B. 

      False

  • 3. 
    Providing a complimentary Sign & Drive for a non-eligible customer is incorporated in what Level of the Roadside Assistance Toolkit?
    • A. 

      Level 1(agent approval)

    • B. 

      Level 2(TL/SL approval)

    • C. 

      Level 3(CM approval)

    • D. 

      Level 4(DM approval)

  • 4. 
    Most Dealerships do not charge a fee for Battery installation through the Roadside Program, but some dealerships do, thus making the actual technician going to the location the best option to discuss pricing with the customer. 
    • A. 

      True

    • B. 

      False

  • 5. 
    The AOI technician should be given priority on calls within a 30 mile radius of their dealership even when the AOI is not the closest dealer.  The AOI is a designated area from which dealerships draw their customer base, and the AOI dealership's roadside technician should be given the opportunity at servicing their customers.  What does AOI stand for?
    • A. 

      Area of Inclusion

    • B. 

      Area of Influence

    • C. 

      Area of Impact

    • D. 

      Area of Inspiration

  • 6. 
    What color is the lever, located behind the access panel on the right side of the cargo(trunk) area, that must be turned clockwise to manually release the fuel filler flap on the 2012 ML 350 in the event of an emergency?
    • A. 

      Yellow

    • B. 

      Black

    • C. 

      Red

    • D. 

      Orange

  • 7. 
    If a customer has no other means of transportation and the customer is left stranded there are times when we can secure a taxi service/alternate transportation.  What probing questions must first be asked before moving to this option?
    • A. 

      Would you like to ride along with the tow vendor to the dealer?(If DLR. is open)

    • B. 

      Is there someone we can contact on your behalf?

    • C. 

      Is there a friend/relative/neighbor/etc. in the area that can assist you with transportation?

    • D. 

      All of the Above

  • 8. 
    When any service is dispatched to either a Mercedes-Benz technician or AllState, your direct extension is to be provided to the customer.
    • A. 

      True

    • B. 

      False

  • 9. 
    All agents voicemails should be updated to include their weekly hours.
    • A. 

      True

    • B. 

      False

  • 10. 
    A vehicle not designed to U.S. specifications "grey market" is still eligible for complimentary sign and drives.
    • A. 

      True

    • B. 

      False