Chat Protocols
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Professional Development
Professional Development
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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I'm looking for a used SUV, probably an Expedition. With navigation, heated seats, and DVD players in the back for the kids. " - Which chat protocol is this?
Stock Specific
Sales Inquiry
Sales Inventory
True Concierge
Answer explanation
This is a Sales Inventory Chat because the Guest's sole concern is regarding inventory
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I need to get a refund on my warranty, I sold my car." - Which chat protocol is this?
Finance/Service
Finance/Sales
Service Inquiry
Customer Complaint
Answer explanation
When a guest is looking to Purchase, Cancel or needs a Refund on their warranty, this is a Finance/Service chat.
3.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
"I'm looking for an cheap car for under $10,000. Do you have any sales specials?" - Which chat protocol is this?
Sales Inquiry
Finance
Sales Inventory
Parts
Answer explanation
This is a Sales Inquiry Chat because the Guest's concern is regarding discounts, not solely inventory
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I'm looking for a certified pre-owned F-150." - Which chat protocol is this?
Sales Inquiry
Sales Inventory
Finance/Sales
Finance/Service
Answer explanation
This is a Sales Inventory Chat because the Guest's sole concern is regarding inventory
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I need to know if my warranty would cover a new transmission." - Which chat protocol is this?
Service Inquiry
Finance/Service
Sales Inventory
Parts
Answer explanation
Warranty coverage questions are a Service Inquiry chat.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"Does a warranty come with stock # 125AHD?" - Which chat protocol is this?
Used Vehicle Sales
New Vehicle Sales
Stock Specific
Sales Inventory
Answer explanation
This is a Stock Specific Chat because the Guest's sole concern is regarding one specific vehicle, not a general inventory request
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"I need to schedule a state inspection." - Which chat protocol is this?
Service Appointment Request
True Concierge
Service Inquiry regarding Recall
Service Inquiry regarding Body Shop
Answer explanation
This is a Service Appointment Chat because the Guest's concern is regarding scheduling an appointment / scheduling an appointment would answer or resolve the Guest's concern
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