PRODUCT KNOWLEDGE QUIZ
Product Knowledge Assessment
Test your expertise with our Product Knowledge Quiz! This interactive quiz consists of 37 questions designed to assess your understanding of important concepts and procedures related to our services.
- Engaging multiple-choice questions
- Insightful for both new and experienced team members
- Receive immediate feedback on your answers
In which bread crumb, can we find reimbursement info?
Select Service
Policy # Box
Policy Info Question Mark
Call Type
What questions do we ask for a lockout?
Are there any children/pets inside the vehicle?
Are the keys visible?
Are 4 tires secure?
Where are the keys located in the IV?
Are the keys located in the IV?
Which tire is flat?
If NI insists getting more quote's (for OOP) how many SP's can we call?
1
3
5
We continue checking until NI agrees
What information we provide to an SP when we call for a ETA?
GOA
NQR
State and City of location
Zip Code
Street of location
How many times can we call the NI if we get disconnected?
1 and leave a voicemail
2 and leave a voicemail
4 and leave a voicemail
3 and leave a voicemail
What is consider an Auto Fail?
Customer Left Behind
Not reading CC script
Not offering NQR
Not the lock out safety question
Not asking for caller's email
What information we required for LMR? (Loaded Mileage Rate)
Loaded Miles
MTV
Hooking Fee
GOA Fee
Estimated Cost
What is our courtesy milage when it comes to the SP Estimated Cost? (MTV miles and Loaded Miles)
2
3
5
We do not have courtesy miles
What points do we need to determine if we have a Same Disablement call?
Same Service
Same Location
Same SP
SP SO#
Same Breakdown
How we can find and map a NQR? (Destination Tab)
With the 'Zip Code' location
With the kind of repair shop the IV needs. Example: Tire Repair, Body Shop, Brake Reapir
With the name of NI's dealership
We can not prove service if the vehicle is at a repair facility and can be fixed at that facility (Time or cost of repairs is irrelevant)
False
True
We CAN offer a tow service if the car was left at a bar overnight, or the driver is intoxicated and cannot drive it home
True
False
The vehicle was towed to a repair facility. The repair facility tells the customer that they must order the part and that it will not be in until next week sometime. The customer does not want to wait, calls around, and finds a shop that states they can get the part sooner. The customer wants us to tow the vehicle from the shop to this other facility. Will this be covered under RSA?
Yes, will be under Same Disablement
No, offer courtesy list
In which part of Service Order tab can we see how many times the NI have used RSA under their policy?
Only HO can see it
View Mbr History
Policy # Box
Black Question Mark
Where does the NQR (if declined) has to be notated?
SO Comments
Log Notes
Vehicle Alerts
Destination Tab
What services can we leave unattended? (With previous SP agreement)
Tow
Lockout/Locksmith
Winching
Tire Change
All above
Based in what elements it will considered a No Coverage Program?
Average cost is $75
Once service per order
We only work with contracted SPs
The order will be partially paid OOP
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