Roadside--pps--february

10 Questions | Total Attempts: 86

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Roadside--pps--february

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Questions and Answers
  • 1. 
    When using Agent Empowerment, what activity code should not be used?
    • A. 

      RAP Override

    • B. 

      Concierge RAP

    • C. 

      Agent Empowerment

    • D. 

      None of the Above

  • 2. 
    Trip Interruption can be used for Sprinter and smart vehicles when a breakdown occurs over a 100 miles from a customer's primary residence for a warrantable repair.
    • A. 

      True

    • B. 

      False

  • 3. 
    Since pages acknowledged manually, and not over the mobile application, will eventually timeout despite the fact they were acknowledged manually. What procedure should be followed?
    • A. 

      Flip the Sub-Status to Acknowledged Manually and move on to the next call

    • B. 

      Create a separate Call-Inbound documentation activity stating what tech called in to acknowledge the call

    • C. 

      Transfer the tech to Customer Care

    • D. 

      None of the Above

  • 4. 
    Which region has the most Trip Interruption claims for Sprinter and smart vehicles?
    • A. 

      Western

    • B. 

      Northeast

    • C. 

      Southern

    • D. 

      None of the Above--Trip Interruption does not apply for Sprinter or smart vehicles

  • 5. 
    What is the primary 1-800-Number to the MBUSA Customer Assistance Center? 
    • A. 

      1-800-200-1000

    • B. 

      1-800-367-6372

    • C. 

      1-800-999-4343

    • D. 

      1-866-990-9007

  • 6. 
    What is the Standard Wheelbase on a Sprinter Passenger Van 2500(Model M2CA170)? 
    • A. 

      144"

    • B. 

      212"

    • C. 

      170"

    • D. 

      111"

  • 7. 
    In regards to the CAC Attendance Guidelines effective 3/1/2015, unless scheduled off for vacation, employees must work their regularly scheduled full shift the day before and the day after a holiday to receive double pay for the holiday work.
    • A. 

      True

    • B. 

      False

  • 8. 
    For the purpose of the new CAC Attendance Policy effective 5/1/2015 a shift is defined as the following:  All scheduled and committed working hours: regular shifts, extra hours, one way vacation swaps, and holidays.
    • A. 

      True

    • B. 

      False

  • 9. 
    The Roadside Department is currently staffed at 92 out of 99 agents with our two most recent new hires.  What are the names of the 2 recent new hires? 
    • A. 

      Matt Harvey & Dillon Gee

    • B. 

      Nelson Carhart & Ibrahim Abusaid

    • C. 

      Shawn Michaels & Marty Jannetty

    • D. 

      Trick Question: No new personnel has been hired in the Roadside Dept.

  • 10. 
    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