Mopar Expert Exam
A Pacifica customer comes in for an oil change. Which lifestyle clue would be most helpful for generating an accessory sale?
A tent and camping gear are in the vehicle's rear.
The Jeep Wrangler hardtop headliner fits better than aftermarket options.Which "FAB" category does this statement fit?
Advantage
Mopar began in 1937 as a brand name for which type of product?
Antifreeze
While suggesting Mopar accessories, your customer's body language indicates that they are not interested. How should you proceed?
Back off and don't pressure the customer.
When should you help your customer get connected to their vehicle?
Before they leave the dealership
Jim just bought his first Ram 1500. After picking up on clues about his lifestyle, you suggest accessories that might be useful to him. However, he makes it clear that he's not interested at this time. Which best practice should you employ next?
Follow up the day after delivery, and again a few months later and ask if there is anything you can do to make his ownership more enjoyable.
The ____________ delivers notifications to customers through their uconnect system, increasing customer engagement and driving business to your sales and service departments.
In-vehicle messaging system
Which does NOT indicate an off-road lifestyle for a customer?
Likes the latest and greatest technology
Which Prepaid Maintenance Plan can be sold in the Service Lane?
Lube, oil and filter change plans
Which is NOT a place where customers can buy authentic Mopar accessories?
Major auto parts retailers
Who raced their Dodge Charger Funny Car to a runner-up finish at the 2018 NHRA U.S. Nationals?
Matt Hagan
The Mopar Vehicle Protection (MVP) __________ plan provides extended, FCA-backed coverage on more than 5,000 components.
Maximum Care
What app serves as a mobile accessories catalog?
Mopar Accessories App
There are more than 1,850 ________ locations worldwide, offering fast and convenient routine service to vehicle owners.
Mopar Express Lane
Where can customers register to view their vehicle's maintenance history and schedule service visits?
Mopar.com
Customers can use the ____________________ to locate dealerships, access featured service coupons, contact Roadside Assistance and read their vehicle's owner's manual.
Mopar/Brand Owner's app
What app lets customers schedule service directly with your dealership?
Mopar/Brand Owner's app
Express Lane Service departments are backed by which brands?
NOT Mobil, Mopar, Magneti Marelli
In the event of a mechanical issue, Roadside Assistance can be reached using the program phone number or _________________.Select the correct answer from the list below.
NOT Uconnect app NOT sos button
When the customer is purchasing a new vehicle, which is NOT an example of using a consultative method to introduce accessories?
Nudging the customer into a lifestyle that a certain part or accessory may fit.
A potential Jeep Gladiator customer is interested in equipping the vehicle for off-roading. You identify Mopar accessories that fit his needs and show him the cost for parts and installation.The customer says he would have to revisit this when he has more money saved up. How should you approach this scenario?
Offer to include the accessories and installation in the customer's vehicle financing.
How would you use Mopar "Dream Cards" with customers?Select the correct answer from the list below.
Show examples of an accessorized vehicle with part names and numbers.
Which question would you use to find out more about the lifestyle of a Chrysler Pacifica customer?
So, how will you be using your Pacifica?
Which Connected Service enables a SiriusXM Guardian agent to help police locate a stolen vehicle using the vehicle's embedded GPS technology?
Stolen Vehicle Assistance
A Jeep Compass customer wants to transport her kayak to and from the river. You recommend the Mopar roof rack cross rails and kayak carrier. She has an online listing for a cheaper aftermarket kit.What is the best way to respond to her?
"Only Mopar accessories are guaranteed by FCA to fit your vehicle. Plus, you'll have the Mopar warranty if there are any issues. You can't get that with those aftermarket kits."
Mopar offers more than __________________ parts worldwide.
500,000
FCA Roadside Assistance is available 24 hours a day, ____ days a week.
7
In which NHRA racing circuit, featuring production vehicles from Detroit's Big Three automakers, did Leah Pruett win the 2018 championship?
Factory Stock
When a customer says they are not interested in accessorizing their vehicle, which can sometimes be the best response?
Fall back silent
Using the data from __________________, dealerships can proactively reach out to customers for their specific Service and Sales needs.
connected vehicles
A Jeep Gladiator customer comes in for routine maintenance. How would you begin a conversation about adding Mopar accessories to their vehicle?
Ask qualifying questions about their needs.
What is the best way to initiate an accessories sale to a Gladiator customer?
Ask the customer questions to understand their interests, wants and needs.
What can you do to better understand a customer's lifestyle and recommend products that fit his or her needs?
Ask the right questions.
_________ is responsible for taking care of every customer who visits your dealership.Select the correct answer from the list below.
Everyone
What accessory is typically associated with the comfort and convenience customer lifestyle?
Cargo Bins
With the help of Mopar performance parts, which vehicle became the first to produce 300 horsepower?
Chrysler 300
What accessory is typically associated with the performance customer lifestyle?
Cold air intake kit
You've successfully added Mopar rock rails and all-weather floor mats to Steve's new Wrangler purchase. Which best practice should you follow next?
Contact Steve the day after delivery and a few weeks later to see if he has questions.
What is the name of the Mopar product that allows owners to easily retrofit their classic muscle cars with current HEMI power?
Crate HEMI
The Chrysler motor parts corporation relocated to ___________________, into a new building officially called the mopar building.
Detroit, Michigan
The Mopar brand launched high-performance "package cars" based on the 1962 Plymouth Belvedere and ______________.
Dodge Dart
Which was NOT a performance vehicle co-created by Mopar in the 1980s?
Dodge Diplomat
The third and final step of the Connected Services Enrollment Process, ____________________, must be completed before the customer can send remote commands to their vehicle.
Download Uconnect app
Which can you use to show the off-road personalization options that could benefit a Jeep Gladiator buyer?
Dream Card
Jill wants to add a roof rack and roof-mount cargo basket and net to her existing Jeep Cherokee, but wants to split up her payments. Which financing option is available to her?
DrivePlus Mastercard
What situation presents the best opportunity to sell Mopar accessories?
During a new vehicle sale
According to the Mopar Brand Mission, "service" focuses on which aspect of the brand's business?
People
Terry is in for a service visit for his Dodge Challenger. You notice he has an SRT hat and a stack of some automotive magazines in his back seat. Which vehicle aspect appears to be important to Terry?
Performance
A customer can use the Uconnect app on a smart phone to remotely do which of the following?
Pinpoint the vehicle location on a map
How can you help customers manage unexpected vehicle expenses?
Recommend applying for the DrivePlus Mastercard
Using a Jeep Wrangler Dream Card, which is an accessory that could fit the lifestyle of a customer who is an avid camper and off-roader?
Removable roof rack
When a customer calls to ask about Connected Services, what is the best way to verify if it's a Connected Vehicle?
Run a Single VIN Inquiry and check under Uconnect Status tab.
If a Mopar part falls even slightly outside the brand's quality standards prior to sale, it is _________________.
discarded
What can be an effective "silent seller," helping you sell accessories and parts?
THE ACCESSORY DISPLAY
Which is NOT a best practice for customer conversations?
Tell the customer what you think is right for them.
Which vehicle voice commands can customers use after linking their Uconnect system to Alexa?
The amount of fuel left
Which of the following is NOT an appropriate way to introduce a customer to Mopar accessories?
Through an aftermarket retailer
Which FCA mobile app enables customers to remotely lock and unlock their vehicle using their phone or integrated smartwatch?
Uconnect app
According to the "FAB" concept, _________ tell the customer what an accessory does better than similar products.
advantages
According to the "FAB" concept, _________ help the customer visualize what an accessory will do for them and how it will enhance their lifestyle.
benefits
You can evaluate a customer's __________ to determine whether to try overcoming their objection to buying an accessory.
body language
FCA factory-trained technicians perform standard Express lane services on vehicles, such as oil and filter change, tire rotation, fluid top and __________________.
complimentary multi-point inspection
Which is not one of the Mopar brand's three core values?
freedom and adventure
The focus of mopar customer care is __________________.
people
In which areas does Mopar primarily stand out against the competition?
value and design/engineering
