CS-CA Manual Crossword

1. Process we follow to overcome objections
6. If the customer is getting upset, we want to _________ to the customer.
7. Electronic part that controls the air flow to the intake system
12. Daily mileage is equal to or higher than 100 miles per day
14. Goal to focus on helping customers understand how our ________ benefit them.
17. The guide used to show how much a mechanic's time for a repair
19. The disassembly of a mechanical item.
21. The 'O' in AIOA
22. ________ listen and take notes.
23. We turn a negative into a _______.
24. Brake pads, rubber hoses, belts, rotors are
25. What tool is used to verify the time it takes to complete a repair

2. No matter how the call goes we do our ________ best that the customer feels helped.
3. Accountability, continuous improvement, excellent customer service and ________.
4. I apologize for the ____________.
5. Result of oxidation and/or contamination of engine oil
8. Handling negative reviews, shift the focus to value and positive _______.
9. Customer agrees with you by giving a
10. You use this to get on the customers page
11. It is not ok to be rude or tell the customer to ___ __ _____!
13. Incorrect denials is ok to call
15. Customer threatens or calls in with a ______, use judgement & tread lightly
16. Engine, transmission, differentials, transfer case, turbos are a part of the
18. Build value and _______ the customer on the claims process and how it works.
20. Mechanical breakdown insurance for California customers