This online exam is designed to assess your product knowledge and product updates retention.
Ask permission from the customer.
Set timeframe.
Inform the customer of the reason why they will be placed on hold.
Get back to the customer within the timeframe given.
Thank the customer for staying on the line.
A. Ask for the address and phone number on the account.
B. Get the last 6 digits of the VIN and the year, make and model of the vehicle.
C. Ask for the caller's name and position in the company.
D. Ask for the last 4 digits of the TIN.
All except B.
Customer needs to send a letter of intent to GMAC.
Online.
From a live representative.
Through the automated system.
All of the above.
2 ways
3 ways
1 way
Through Direct Pay forms only.
Through the website (online) only.
A. VIN
B. lien amount
C. Name on the title
D. lien date
Both B and D
A. VIN and year, make and model of the vehicle
B. lien date
C. notation number
D. name of county where the lien was filed
All but A
So as not to be marked down by QA.
To ensure that collections will not contact the customer for the expected payment.
To ensure that the customer will not be assessed of a late fee.
All of the above
None of the above
True, provided that no information will be given out.
True. It's paid-off, anyway.
False. The account needs to be verified at all times.
False. Only the account holder can request for a lien release.
None of the above
There is no difference.
Suspending means canceling DP and the customer will enroll again in the future. Delaying is temporarily stopping the drafting and the customer can call back to unsuspend it.
Suspending means temporarily stopping DP from drafting and delaying means no changes will be done except a note to draft a few days after the customer's scheduled due date.
It is not possible for us to do either of the two.
None of the above
A. Customer receives his title 3-5 business days after paying his account off.
B. There is a 10 business day hold for non-certified funds before we start processing the title which takes 2-3 days and then 3-5 days mailing time.
C. If the customer sends certified funds, there will be no hold time. Processing starts 2-3 days after receiving the payoff, then 3-5 days mailing time.
D. Customer needs to wait for 30 days before getting the title.
Both B and C
A title
A document with GMAC provided by DMV
A document showing the holder's ownership of the vehicle
A creditor's claim against property pledged as collateral to secure payment performance until the debt which it secures is satisfied
Refer the customer to Van Wagenen.
Refer the customer to the originating dealership.
Refer the customer to the insurance company.
Refer the customer to Dealer Service Center.
Ph
B
Lchi
Ai
Opening, Body, Closing
Thank the customer for calling; Introduce yourself; Ask how you assist the caller
Check your Posture, Attitude, Smile
None of the above
Bri
Abi
Ai
Ph
Provide the customer with what will happen next.
Going beyong what is expected of us.
Telling the customer what we can do today.
Utilizing our product knowledge and expertise to assist the customer.
Mr Smith, would you like to participate in our customer service survey? I can transfer your call right now to that department.
Mr Smith, if you opted to take part in our Customer Satisfaction Survey at the beginning of the call stay on the line and I will connect you.
Mr Smith, I can connect you right now to Customer Satisfaction Survey if you would want to give us a feedback.
Mr. Smith, did you opt to participate in our customer service service at the beginning of the call, I will connect your call right now and I hope that you will give us a high rating. Thank you.
Provide Timeframes, Check for understanding, Provide Next Steps
Recap at a high level what has been discussed.
Reinforce next steps (If applicable)
All of the above
Document the account with all the information regarding the payment that customer will be sending in in CCC.
Document in CCC the payment information; make a PTP; attempt to obtain to collect the payment for the late charge as well and advising the customer of the late charge due on the account;advise of the late charge policy.
Make a PTP; advise customer of the late charge due and the late charge policy.
All of the above
True
False
Maybe
True
False