Podcast
Questions and Answers
When can non-functional parts be sent at no charge to the consumer?
When can non-functional parts be sent at no charge to the consumer?
- After 12 months of ownership
- At any time
- Between 6-12 months of ownership
- During the first 6 months of ownership (correct)
What action should front line agents take when consumers are replacing non-functional parts due to normal wear and tear?
What action should front line agents take when consumers are replacing non-functional parts due to normal wear and tear?
- Ask for approval
- Attempt to sell the parts (correct)
- Send the parts at no charge
- Ignore the request
How long should consumers expect to wait to receive parts sent out at no charge?
How long should consumers expect to wait to receive parts sent out at no charge?
- 30 days
- Over 2 weeks
- 7-10 business days (correct)
- 1-3 business days
Under what conditions can parts be sent out second day with a CSM, Coach, or Resolution Team member’s approval?
Under what conditions can parts be sent out second day with a CSM, Coach, or Resolution Team member’s approval?
When can functional parts be sent out at no charge to the consumer?
When can functional parts be sent out at no charge to the consumer?
How are Non-Functional Parts confirmed for a no-charge shipment?
How are Non-Functional Parts confirmed for a no-charge shipment?
What should be done if a part is needed to expedite a service call avoidance repair?
What should be done if a part is needed to expedite a service call avoidance repair?
Non-functional parts can be sent during the first ______ months of ownership only as a goodwill gesture.
Non-functional parts can be sent during the first ______ months of ownership only as a goodwill gesture.
Front line agents should attempt to sell non-functional parts that consumers are replacing due to ______ wear and tear.
Front line agents should attempt to sell non-functional parts that consumers are replacing due to ______ wear and tear.
Functional parts that appear on the No Charge Part List can be sent out as no charge within the first ______ months of ownership.
Functional parts that appear on the No Charge Part List can be sent out as no charge within the first ______ months of ownership.
If troubleshooting indicates a part is needed for the call to be ______ Call Avoidance, the agent may send the part at no charge.
If troubleshooting indicates a part is needed for the call to be ______ Call Avoidance, the agent may send the part at no charge.
The agent may send non-functional parts at no charge during the first 6 months of ______.
The agent may send non-functional parts at no charge during the first 6 months of ______.
All parts ordered at no charge should be sent ______ Shipping.
All parts ordered at no charge should be sent ______ Shipping.
Advise the consumer that parts will be received within ______ business days.
Advise the consumer that parts will be received within ______ business days.
