Knowledge Check

Question 1

What is the most common cause of CSI detractor comments?

Quality of the repair
Price of service
Communication gaps — "nobody called me back," "didn't know what was going on"
Wait time at drop-off

Correct: Communication gaps. Quality complaints are rare in detractor data. Silence complaints dominate. Fix the comms and most CSI issues disappear.

Question 2

Why is it critical to keep CDK / DMS statuses current?

For the service manager's daily report
Because Numa reads the DMS to auto-text customers — stale status = no auto-text = inbound calls
For warranty audit compliance
It doesn't really matter as long as you call customers manually

Correct: Numa reads the DMS. Every stale status is a future inbound call you created. Move the status promptly at every stage so Numa can do its automated job.

Question 3

What are the 4 touchpoints in the Dyer proactive update standard?

Morning, noon, afternoon, end of day
Drop-off, MPI, approval, pickup
Whenever the customer texts you
Within 15 min of MPI · every 2 hours in shop · immediate on delay · 30 min before pickup

Correct: 15-min / 2-hr / delay / 30-min. Hit those four every time and inbound status calls disappear. The inverse rule: more proactive touches = fewer inbound calls.

Question 4

You need approval on $480 of additional brake work. The customer is at work. Best channel?

Numa text with MPI link + clear quote + ask
Phone call (multiple attempts if needed)
Leave a detailed voicemail
Email the quote PDF

Correct: Text via Numa. Customer can't answer at work. Text gets read fast, creates a written paper trail, and gets approved 5x faster than phone tag. Tech is back on the lift sooner.

Question 5

You discovered the customer's transmission cooler is leaking and the repair is $2,800. Best channel?

Text the quote and let them digest it on their own
Call via Numa click-to-call — bad news + big number needs a voice
Wait until pickup to bring it up in person
Email the diagnostic write-up

Correct: Call. Default to text. Pick up the phone for bad news, complex repairs, big unexpected numbers, or upset customers. Tone carries information that text simply cannot.

Question 6

You always initiate calls through the Numa app instead of your native phone app because:

Numa has better call audio
It's required by manufacturer policy
It masks your personal cell number AND auto-logs the call in the customer thread
It saves money on your personal phone bill

Correct: Click-to-call protects your number + logs the call. Customer sees dealership caller ID. Call audio + transcript drop into the Numa thread. Your personal cell stays private — no Sunday-night calls.

Question 7

You're running 90 minutes late on a customer's repair. The original ETA is 3 p.m. and it's now 2:30. What's the right move?

Wait until 3 p.m. so you can give them a confirmed new time
Send a Numa text NOW — before 3 p.m. — with the new ETA, one-line reason, ownership ("that's on us")
Tell them at pickup so you don't worry them now
Wait for them to call asking for an update

Correct: Text NOW, before the original ETA passes. Proactive delay comm before the customer wonders = accepted. Reactive delay comm after they've called = damage control. The window matters.

Question 8

Which delay-apology phrase is the strongest?

"Sorry, things have been crazy here today."
"The tech is taking longer than expected."
"It's not really my fault, the parts guy was at lunch."
"That's on us — new ETA is 4 p.m. and I'll text you at 3:45 to confirm we're on track."

Correct: Ownership + specific time + commitment. "We" not "they." No excuses. Specific new ETA. Next-touchpoint promise. That formula lowers temperature every time.

Question 9

You're leaving for lunch and Mrs. Carter is waiting on a Touch 2 update. Best move?

Leave a sticky note on the covering advisor's desk
Verbally tell the covering advisor on your way out
@ tag the covering advisor in Numa with a one-line summary of what Mrs. Carter is waiting for
Send Mrs. Carter to voicemail until you return

Correct: @ tag in Numa. Covering advisor gets the full thread + push notification + your one-line context. No lost stickies. No forgotten verbal handoffs. Mrs. Carter never knows you went to lunch.

Question 10

When is the best moment to send the Numa thank-you + Google review-link text?

Within 90 seconds of pickup — peak customer emotion, freshly washed car, just paid
The next morning when you're back at your desk
Three days after the visit, when they've had time to think
Never — let the automated CSI survey do it

Correct: Within 90 seconds of pickup. Strike while the iron is hot. The peak-emotion window is short. A personalized Numa text in that window drives 3-5x the Google reviews of any other timing. Plus the "anything off, text me" safety valve prevents bad public reviews.