Day 3

How much is the cancellation fee for Lexus customers?

• £25

• £15

• £5

• No cancellation fee

Which system would we use to issue a refund back on to a customers payment card?

• Ekashu

• Webmis

• Consumer one

• CRM

What time frame does a customer have to contact us in to defer their complimentary roadside assistance ?

• No time frame

• 10 days

• 1 month

• 3 months

What system would you use to defer a customers complimentary roadside assistance?

• Ekashu

• Webmis

• Consumer one

• CRM

How long do we advise customers that documents take to arrive following their renewal?

• 7-10 working days from the start date of their cover

• 10-14 working days from the start date of their cover

• 1 months from the start date of their cover

• 2-3 days from the start date of their cover

Can we transfer customers cover from their previous vehicle to their new vehicle?

• Yes

• No

A customer calls to transfer their cover from their previous vehicle to their new vehicle, but they have not yet picked up their new vehicle, what do you do?

• Take the new vehicle details and add this to the transfer spreadsheet, advise the customer we will action the transfer once the new vehicle is showing on our system

• Advise the customer to call back when they’ve picked up the new vehicle

• Advise the customer to request this through the dealership

• Do nothing

Which of the following processes would you follow when transferring cover from a previous vehicle to a new vehicle?

• Transfer membership and end the ownership of the previous vehicle

• Transfer membership, request documents and end the ownership of the previous vehicle

• Transfer membership and request documents

• Transfer membership

Which of the below options are you not able to issue a refund via?

• Back on to the customers payment card

• Cheque

• Cash

• BACS Refund

Which of the below circumstances would you apply the cancellation fee to a Toyota customer?

• Policy holder has passed away

• Customer has purchased a new Toyota vehicle

• Customer has stopped driving

• Customer has purchased a new Non Toyota vehicle