OAR Consumer 5.17.11

Name

What are the steps that need to be followed when a member calls in and wants us to print their Sales Rewards Certificate? Be very detailed.

What are the guidelines for transferring a member's Ford Funded Reward? Be very detailed.

According to the Standard Call Procedure, what should be the provided to every member on every call? Be very specific.

According to the Standard Call Procedure, what should be the provided to the CRC Representative when transferring an OAR Member? Be very specific.

Of the following, which phrases should we not use while on a call with a member? Check all that apply.

Deale-Funded

Sister-store

"I don't know"

All of the above

Name one Ford Funded Reward and provide details regarding the promotion. Include information such as eligibility requirements, promotion dates, reward amounts, etc. The more detail the better.

Please respond to the following. Be as thorough as possible: "I had rewards at ABC Motors, but apparently my account expired. What can be done to fix this?"

Who expires a member's account after 18 months of inactivity?

The California Pilot, Expiring Member Accounts, Refer-a-Friend Pilot, and Fiesta Corporate Rewards are ALL examples of Ford Funded Service Reward.

True

False

I Don't Know

How do you tell how long a member has been waiting when the call arrives on your phone?