PROCESS WARRANTY CLAIMS, PARTS, & PAYMENTS Flashcards
A NEW PURCHASER OF AN RV SHOULD READ AND FOLLOW ALL INSTRUCTIONS IN THE WARRANTY MANUAL.
a. TRUE
b. FALSE
a. TRUE
AS PART OF GOOD CUSTOMER SERVICE, THE DEALER SHOULD SHOW THE CUSTOMER HOW TO OPERATE EVERYTHING IN THE RV AND EXPLAIN THE WARRANTY POLICY.
a. TRUE
b. FALSE
a. TRUE
A CUSTOMER MIGHT VISIT A REPAIR DEPARTMENT FOR A WARRANTY REPAIR BECAUSE OF A:
a. RECENT ACCIDENT
b. DESIRE TO UPGRADE A FEATURE
c. RECALL NOTICE THAT WAS RECEIVED
d. SPECIAL ADVERTISED PRICE FOR CERTAIN REPAIRS
c. RECALL NOTICE THAT WAS RECEIVED
INFORMATION ADDED TO THE WARRANTY CLAIM FORM MUST:
a. BE EXACTLY WHAT THE CUSTOMER TELLS YOU.
b. MATCH THE INFORMATION ALREADY ON THE RO.
c. INCLUDE EVERY DETAIL ABOUT THE WARRANTY ISSUE.
d. MAKE THE CUSTOMER COMFORTABLE.
b. MATCH THE INFORMATION ALREADY IN THE RO.
WHAT ARE THE SIX STEPS TO PREPARING A WARRANTY CLAIM FORM?
- TRANSFER CUSTOMER AND VEHICLE INFORMATION FROM THE RO TO THE CLAIM FORM.
- LOOK UP THE FLAT RATE CODES AND LABOR TIME FOR EACH REPAIR.
- ENTER THE REQUIRED INFORMATION ON THE WARRANTY CLAIM FORM TO MATCH THE RO.
- ENTER PART(S) INFORMATION ON THE WARRANTY CLAIM FORM
- ENTER AUTHORIZATION NUMBER, IF NEEDED.
- OBTAIN THE CUSTOMER’S AND DEALER’S SIGNATURES.
THE TYPE AND AMOUNT OF INFORMATION REQUIRED ON A WARRANTY CLAIM FORM IS COMPLETELY DIFFERENT FROM THAT NEEDED ON AN RO.
a. TRUE
b. FALSE
b. FALSE
GOOD GRAMMAR AND SPELLING ARE THE MAIN REQUIREMENTS FOR COMPLETING A WARRANTY CLAIM FORM.
a. TRUE
b. FALSE
b. FALSE
IF YOU MAKE AN ERROR WHEN COMPLETING A WARRANTY CLAIM FORM, A LIKELY RESULT WILL BE THAT THE CLAIM WILL BE:
a. CORRECTED AT THE MANUFACTURER’S OFFICE
b. AUDITED WITHIN YOUR DEALERSHIP
c. REJECTED AND SENT BACK FOR CORRECTIONS
d. SENT BACK FOR THE CUSTOMER’S SIGNATURE
c. REJECTED AND SENT BACK FOR CORRECTIONS
DESCRIBE THE PROCESS FOR COMPLETING A WARRANTY CLAIM
- TOTAL PARTS PRICES
- TOTAL LABOR COSTS
- TRANSFER SHIPPING CHARGES FROM THE RO
- IDENTIFY PARTS TO RETURN TO THE MANUFACTURER
- ENTER TOTAL RETURN SHIPPING CHARGES
- TOTAL ALL CHARGES
- REVIEW CLAIM INFORMATION
- CLOSE RO
ALL TRACKING OF WARRANTY CLAIM DATA IS DONE IN COMPUTERIZED SYSTEMS AT THE DEALERSHIPS.
a. TRUE
b. FALSE
b. FALSE
WHEN CREATING A CLAIM DOCUMENT, THE TOTAL ON THE CLAIM FORM MUST MATCH THE TOTAL ON THE RO.
a. TRUE
b. FALSE
a. TRUE
IF THE WARRANTY WORK DOES NOT REQUIRE ANY PARTS, YOU CAN LEAVE ANY SPACE BLANK ON YOUR TRACKING FORM THAT ASKS FOR A LIST OF PARTS ORDERED/USED.
a. TRUE
b. FALSE
b. FALSE
REGARDLESS OF HOW MANY WARRANTY CLAIM FORMS YOU HAVE COMPLETED, IT WILL ALWAYS BE IMPORTANT TO BE:
a. CHEERFUL
b. ALERT
c. TRUSTWORTHY
d. ACCURATE
d. ACCURATE
ATTENTION TO DETAIL ON A WARRANTY CLAIMS FORM MEANS THAT YOU WILL DO WHICH OF THE FOLLOWING:
a. REVIEW THE PARTS INVENTORY IN YOUR PARTS DEPARTMENT.
b. COMPARE YOUR FINISHED WORK WITH WHAT IS EXPECTED
c. COMPLETE THE FORM AS QUICKLY AS POSSIBLE
d. DO EXACTLY AS YOUR CO-WORKERS SUGGEST ON THE FORMS
b. COMPARE YOUR FINISHED WORK WITH WHAT IS EXPECTED.
WHAT ARE THE STEPS FOR ENTERING WARRANTY CLAIM INFORMATION INTO A TRACKING SYSTEM?
- UPDATE THE PARTS AND LABOR DOLLAR AMOUNTS
- CREATE A CLAIM
- PRINT A COPY OF THE CLAIM
- ATTACH A COPY OF THE CLAIM TO A COPY OF THE RO
THE TERM “DOCUMENTATION” REFERS ONLY TO DOCUMENTS AND FORMS.
a. TRUE
b. FALSE
b. FALSE