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 If over-the-phone instruction is not helpful to the customer, contact the Dealer
Customer Care Specialist (DCCS) to determine if he/she is able and willing to assist
the customer
Navigation Manuals

 If a navigation system is available in the vehicle, GM Answers will include both an
owner’s manual and a navigation manual
 The navigation manual contains operating instructions for the navigation system’s
controls and functions
 The navigation manual also includes information about the vehicle’s entertainment
system, which is integrated into the navigation system

 This manual should be used to help the customer understand how to use this system

Checking for Understanding Activity
SAY: Instruct agents to locate the 2012 Chevrolet Traverse Navigation Manual (they will find
it listed as the 2012 Acadia, Acadia Denali, Enclave, and Traverse Navigation Manual). Ask
them to use it to answer the following questions:
Activity: If space is limited you can place them in groups of 2. Checking for
understanding can be a show of hands or oral.
 What audio/video can I play on this system? The system allows play of CDs, DVDs, and
iPods/USB storage devices.
 How do I see my car’s current location on the map? Press the NAV hard key to view the
vehicle’s current location.
 How do I get to a screen where I can enter my destination? Press the DEST hard key to
access the destination entry screen and select one of the five destination options.
Wrap Up:
Take a few minutes to look through the manual as a team; this general layout is similar for
most navigation systems.

Divisional Websites

 The GM divisional websites have some manuals and how-to videos available for their
owners
 These resources are housed in the Ownership/Owners section of each website under
Manuals and Videos; the amount of information available varies by brand:

Websites

 www.chevrolet.com
 www.buick.com
 www.gmc.com
 www.cadillac.com Page15