AM Spike - Refresher

TRUE or FALSE - We must verify safety on ALL client and customer calls on ASM services.

• TRUE

• FALSE

What do we need to obtain first before manually changing a product type?

• Case Number

• Name of caller

• 
  Job ID

• Approval

Where should we document vehicle damages with no applicable checkboxes?

• Other

• Notes and Attachments

• 
  Payment Notes

• Swoop Notes

How long should we place a call on hold?

• 2-4 minutes

• 
  4-6 minutes

• Until the caller disconnects

• 3-5 minutes

If we receive a call from SP informing us that the BS refused the vehicle, what should we do first?

• 
  Call the BS to confirm they refused the vehicle

• Place SP on hold and take a bio break

• Advise SP will receive a call back with a new Swoop job

• Call the client to ask where we can drop off the vehicle

What's one step we shouldn't forget when following the Body Shop Refusal procedure?

Which of the following statements are true?

• Associates can sometimes create the activity during the call.

• Associates must create the activity during the call.

• Associates are not required to create an activity if they don't want to.

• 
  Associates can create the activity after the call.

For BSR, what Success should we set for the activity?

• Body Shop Refused

• Yes

• 
  No

• Body Shop Confirmed

When should we follow the Body Shop Refusal procedure?

• 
  If there is a refusal by the associate to answer the call.

• If there is a refusal by the service provider to deliver the vehicle.

• If there is a refusal by the body shop to accept the vehicle.

• If there is a refusal by the body shop to open their shop.

For Product Selection, product must match both in Dynamics and?

• AM Dashboard

• Swoop