PROCESS WARRANTY CLAIMS, PARTS, & PAYMENTS Flashcards

1
Q

A NEW PURCHASER OF AN RV SHOULD READ AND FOLLOW ALL INSTRUCTIONS IN THE WARRANTY MANUAL.

a. TRUE
b. FALSE

A

a. TRUE

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2
Q

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

a. TRUE

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3
Q

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

A

c. RECALL NOTICE THAT WAS RECEIVED

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4
Q

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.

A

b. MATCH THE INFORMATION ALREADY IN THE RO.

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5
Q

WHAT ARE THE SIX STEPS TO PREPARING A WARRANTY CLAIM FORM?

A
  1. TRANSFER CUSTOMER AND VEHICLE INFORMATION FROM THE RO TO THE CLAIM FORM.
  2. LOOK UP THE FLAT RATE CODES AND LABOR TIME FOR EACH REPAIR.
  3. ENTER THE REQUIRED INFORMATION ON THE WARRANTY CLAIM FORM TO MATCH THE RO.
  4. ENTER PART(S) INFORMATION ON THE WARRANTY CLAIM FORM
  5. ENTER AUTHORIZATION NUMBER, IF NEEDED.
  6. OBTAIN THE CUSTOMER’S AND DEALER’S SIGNATURES.
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6
Q

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

A

b. FALSE

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7
Q

GOOD GRAMMAR AND SPELLING ARE THE MAIN REQUIREMENTS FOR COMPLETING A WARRANTY CLAIM FORM.

a. TRUE
b. FALSE

A

b. FALSE

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8
Q

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

A

c. REJECTED AND SENT BACK FOR CORRECTIONS

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9
Q

DESCRIBE THE PROCESS FOR COMPLETING A WARRANTY CLAIM

A
  1. TOTAL PARTS PRICES
  2. TOTAL LABOR COSTS
  3. TRANSFER SHIPPING CHARGES FROM THE RO
  4. IDENTIFY PARTS TO RETURN TO THE MANUFACTURER
  5. ENTER TOTAL RETURN SHIPPING CHARGES
  6. TOTAL ALL CHARGES
  7. REVIEW CLAIM INFORMATION
  8. CLOSE RO
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10
Q

ALL TRACKING OF WARRANTY CLAIM DATA IS DONE IN COMPUTERIZED SYSTEMS AT THE DEALERSHIPS.

a. TRUE
b. FALSE

A

b. FALSE

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11
Q

WHEN CREATING A CLAIM DOCUMENT, THE TOTAL ON THE CLAIM FORM MUST MATCH THE TOTAL ON THE RO.

a. TRUE
b. FALSE

A

a. TRUE

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12
Q

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

A

b. FALSE

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13
Q

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

A

d. ACCURATE

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14
Q

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

A

b. COMPARE YOUR FINISHED WORK WITH WHAT IS EXPECTED.

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15
Q

WHAT ARE THE STEPS FOR ENTERING WARRANTY CLAIM INFORMATION INTO A TRACKING SYSTEM?

A
  1. UPDATE THE PARTS AND LABOR DOLLAR AMOUNTS
  2. CREATE A CLAIM
  3. PRINT A COPY OF THE CLAIM
  4. ATTACH A COPY OF THE CLAIM TO A COPY OF THE RO
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16
Q

THE TERM “DOCUMENTATION” REFERS ONLY TO DOCUMENTS AND FORMS.

a. TRUE
b. FALSE

A

b. FALSE

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17
Q

EVEN THOUGH A MANUFACTURER WILL HAVE A LIST OF DOCUMENTATION THAT IT REQUIRES FOR A WARRANTY CLAIM, A DEALERSHIP MIGHT ALSO HAVE ITS OWN LIST, AS PART OF AN SOP.

a. TRUE
b. FALSE

A

a. TRUE

18
Q

IF THE WARRANTY WORK INVOLVES WORK BY A SUBLET CONTRACTOR, THE SUBLET’S INVOICES WOULD HAVE TO BE SUBMITTED WITH THE DOCUMMENTATION.

a. TRUE
b. FALSE

A

a. TRUE

19
Q

IN DOCUMENTING CONVERSATIONS WITH THE MANUFACTURERS OR THE RVS OWNER, YOU SHOULD INCLUDE:

a. HOW LONG THE CONVERSATION LASTED
b. ANY AGREED-UPON FOLLOW-UP ACTIONS
c. THE RV’S LICENSE PLATE NUMBERS
d. WHEN THE OWNER WANTS TO PICK UP THE RV

A

b. ANY AGREED-UPON FOLLOW-UP ACTIONS

20
Q

DESCRIBE THE PROCESS FOR SUBMITTING WARRANTY CLAIM DOCCUMENTATION.

A
  1. DETERMINE WHAT DOCUMENTATION IS REQUIRED.
  2. OBTAIN THE REQUIRED DOCUMENTATION.
  3. ATTACH THE REQUIRED DOCCUMENTATION.
  4. SEND THE CLAIM TO THE MANUFACTURER.
21
Q

WHEN A RECALL NOTIFICATION COMES OUT, YOUR DEALERSHIP CAN IGNORE MOST OF THEM BECAUSE YOU WILL NOT SEE RVS AFFECTED BY THE RECALL.

a. TRUE
b. FALSE

A

b. FALSE

22
Q

ONE OF THE MAIN REASONS WHY RECALLS ARE ISSUED IS TO PREVENT LIABILITY SITUATIONS, WHERE A CATASTROPHIC FAILURE COULD CAUSE A VERY DANGEROUS SITUATION- EVEN IF THE CHANCES ARE ONE IN A THOUSAND.

a. TRUE
b. FALSE

A

a. TRUE

23
Q

WHEN THE RV PARTS INDUSTRY FULLY USES RFID TAGS, THE NUMBER OF COACHES RECALLED WILL INCREASE.

a. TRUE
b. FALSE

A

b. FALSE

24
Q

REGARDLESS OF WHAT KIND OF TAGGING SYSTEM YOUR DEALERSHIP USES, SOONER OR LATER, ALL DEFECTIVE WARRANTY PARTS WILL NEED TO BE:

a. SHIPPED
b. DISCARDED
c. SHIPPED OR DISCARDED
d. RECYCLED

A

c. SHIPPED OR DISCARDED

25
Q

WHAT ARE THE STEPS FOR TAGGING AND STORING DEFECTIVE WARRANTY PARTS?

A
  1. TAG DEFECTIVE WARRANTY PARTS
  2. LOG DEFECTIVE WARRANTY PARTS BY ACCURATELY COMPLETING THE LOG BOOK/RECORDS FOR TRACKING THE PARTS
  3. ENTER TAG NUMBER ON THE RO NEXT TO THE CORRESPONDING LABOR LINE
  4. STORE THE DEFECTIVE WARRANTY PART
26
Q

VERY FEW DEFECTIVE WARRANTY PARTS ARE ACTUALLY SENT BACK TO THE MANUFACTURER; MOST PARTS ARE THROWN AWAY.

a. TRUE
b. FALSE

A

b. FALSE

27
Q

BIN STORAGE IS A MORE EFFICIENT WAY TO STORE PARTS THAN PUTTING PARTS ON SHELVES IN A STORAGE ROOM.

a. TRUE
b. FALSE

A

a. TRUE

28
Q

THE BIGGEST DRAWBACK OF A DISORGANIZED PARTS STORAGE SYSTEM IS THAT PARTS:

a. SIT ON THE SHELF FOR TOO LONG
b. MIGHT BE DIFFICULT TO FIND
c. HAVE THE WRONG TAGS
d. ARE ALL IN THE COMPUTER SYSTEM

A

b. MIGHT BE DIFFICULT TO FIND

29
Q

IN HANDLING DEFECTIVE PARTS, YOU SHOULD BE CAUTIOUS OF:

a. ANY SHARP EDGES OR HAZARDOUS FLUIDS ON THE PART
b. HOW LONG THE PART HAS BEEN SITTING ON THE SHELF
c. MANUFACTURER’S REPUTATION FOR MAKING DEFECTIVE PARTS
d. NOT ALLOWING THE CUSTOMER TO SEE THE DEFECTIVE PART

A

a. ANY SHARP EDGES OR HAZARDOUS FLUIDS ON THE PART.

30
Q

DESCRIBE THE PROCESS FOR SHIPPING OR DISPOSING OF DEFECTIVE WARRANTY PARTS.

A
  1. RETRIEVE PARTS (FROM STORAGE) FOR SHIPPING AS DIRECTED BY THE MANUFACTURER
  2. PACKAGE THE PART(S) FOR SHIPPING AS DIRECTED BY THE MANUFACTURER.
  3. ATTACH THE REQUIRED AND APPROPRIATE DOCUMENTATION IN A NEAT AND SECURE PACKAGE.
  4. SCRAP NON-RETURNABLE PARTS AS ALLOWED BY THE MANUFACTURER.
31
Q

RECONCILIATION IS A PROCESS THAT SAFEGUARDS A COMPANY’S OVERDRAWS.

a. TRUE
b. FALSE

A

b. FALSE

32
Q

IF IN-HOUSE FIGURES DO NOT MATCH THE RECEIVABLES FIGURES, YOU WILL NOT BE ABLE TO RECONCILE ACCOUNTS.

a. TRUE
b. FALSE

A

a. TRUE

33
Q

WHEN RECONCILING ACCOUNTS, IF EVERYTHING IS CORRECT, THE NUMBER YOU WILL END UP WITH WILL BE:

a. NEGATIVE
b. POSITIVE
c. ZERO
d. DOUBLE

A

c. ZERO

34
Q

WHAT ARE THE STEPS FOR RECONCILING ACCOUNTS?

A
  1. PULL WARRANTY CLAIMS
  2. SORT CLAIMS BY RECEIVABLES
  3. COMPARE IN-HOUSE FIGURES TO RECEIVABLE FIGURES
  4. SORT CLAIMS BY “SHORTED” OR “PAID IN FULL.”
35
Q

WHAT ARE THE STEPS FOR MAINTAINING THE WARRANTY JOURNAL?

A
  1. WRITE OFF UNPAID LABOR AND PARTS
  2. TRACK OUTSTANDING PAYMENTS
  3. FOLLOW UP ON OUTSTANDING PAYMENTS (PAST DUE BY 60 DAYS)
36
Q

MUCH OF THE FOLLOW-UP ACCOUNTING THAT COULD OCCUR AT THE END OF A WARRANTY CLAIM PROCESS WILL INVOLVE ACCOUNTS PAYABLE.

a. TRUE
b. FALSE

A

b. FALSE

37
Q

WHEN THERE IS A DISAGREEMENT WITH A MANUFACTURER ABOUT THE AMOUNT OF PAYMENT ON A CLAIM, YOU MIGHT NEED TO NEGOTIATE THE PAYMENT TOTAL WITH THE MANUFACTURER.

a. TRUE
b. FALSE

A

a. TRUE

38
Q

AT THE BEGINNING OF A DISCUSSION WITH THE MANUFACTURER ABOUT A PARTIAL PAYMENT, YOU SHOULD:

a. BE WILLING TO GO BACK AND LOOK OVER THE ACCOUNTS FOR ERRORS.
b. BE READY TO DO BATTLE WITH A MANUFACTURER TO GET PAYMENT.
c. START THE CONVERSTATION BY ACTING AGGRESSIVE AND DEMANDING A PAYMENT.
d. KNOW WHAT YOU WANT THE MANUFACTURER TO AGREE TO.

A

d. KNOW WHAT YOU WANT THE MANUFACTURER TO AGREE TO.

39
Q

IF YOU HAVE HAD A DIFFICULT TIME TRYING TO GET A MANUFACTURER TO FULLY PAY A CLAIM:

a. GIVE UP AND AVOID TRYING TO NEGOTIATE WITH A MANUFACTURER IN THE FUTURE
b. REALIZE THAT YOU ARE NOT GOOD AT PUTTING PRESSURE ON A MANUFACTURER
c. FIGURE OUT WHAT WENT WRONG AND TRY TO DO BETTER NEXT TIME
d. TRY TO ADD SOME HUMOR TO THE SITUATION AND TELL A JOKE.

A

c. FIGURE OUT WHAT WENT WRONG AND TRY TO DO BETTER NEXT TIME.

40
Q

DESCRIBE THE PROCESS FOR ANALYZING ADJUSTED CLAIMS.

A
  1. COMPARE THE CLAIM TO THE ADJUSTED PAYMENT DETAILS
  2. REQUEST PAYMENT DETAILS, IF NOT SUPPLIED, FROM THE MANUFACTURER
  3. DETERMINE THE SHORTED (PARTIAL) OE DENIED LINES AND /OR JOBS
  4. JUSTIFY THE SHORTED OR DENIED LINES AND/ OR JOBS.