In Humanatic, Inventory discussion is one the category which might be easy but at the same time it is tricky. We might end up in getting a penalty. Please find the possible cases that we may come in. We could discuss about the inventory discussion in this post.
Comment below if I missed anything / to add some points.
Yes
•Interested in buying/selling/trade-in/ leasing a vehicle.
•Discussing about payment /credit application/ co-signer/ financing options of the car that they were interested.
•Enquiring about the ad online/ recently test drove / car sale/ Any special program they got in mail/ Even if discussed vehicle is not available.
•Checking for appraisal of the car , checking the price, old car's worth
•Discussing about payment /credit application/ co-signer/ financing options of the car that they were interested.
•Enquiring about the ad online/ recently test drove / car sale/ Any special program they got in mail/ Even if discussed vehicle is not available.
•Checking for appraisal of the car , checking the price, old car's worth
Not Inventory: service or parts
•Discussing/Enquiring about Oil change, Flat tyres, Tyre rotation, etc.
•Schedule an Appointment for services / Parts/ Body Shop/ Collision Centre.
•Information/Price of Parts, Checking the availabilty of parts.
•Status of the vehicle in service, ordered parts.
•Calling about Car keys / Fabs /Recalls
•Calling about Insurance claim.
•Schedule an Appointment for services / Parts/ Body Shop/ Collision Centre.
•Information/Price of Parts, Checking the availabilty of parts.
•Status of the vehicle in service, ordered parts.
•Calling about Car keys / Fabs /Recalls
•Calling about Insurance claim.
Not inventory: general conversation or dealer trade
•Not interested in buying or selling a vehicle.
•Renting a vehicle.
•Enquiring about Warranty, tags, plates, loaner cars.
•Working hours, Directions, Reach out to the agent.
•Employee to Employee conversation / Employee to other dealership / Insurance agents/ Job Interview/ Personal calls
•Cancelling the appointment without inventory discussion.Discussion only on financing and not interested in purchasing a vehicle.
•Refinancing already purchased car
•Discussing payments of already purchased car.
•Renting a vehicle.
•Enquiring about Warranty, tags, plates, loaner cars.
•Working hours, Directions, Reach out to the agent.
•Employee to Employee conversation / Employee to other dealership / Insurance agents/ Job Interview/ Personal calls
•Cancelling the appointment without inventory discussion.Discussion only on financing and not interested in purchasing a vehicle.
•Refinancing already purchased car
•Discussing payments of already purchased car.
Caller never connected to a live, qualified agent
•If not connected to the intended person / handled by a qualified agent / Wrong Number
•Reached voicemail
•Left on hold
•Connection was lost
•Caller leaves a live message
-------------------------Update-------------------------------
If a caller asks for a person and the agent says if that person is no longer working there. Then the call got disconnected.
This should be selected as General conversation.
-------------------------------------------------------------------
18th April - Not inventory: call related to finance or payments of a currently owned car
This category has been removed
-------------------------------------------------------------------
•Reached voicemail
•Left on hold
•Connection was lost
•Caller leaves a live message
-------------------------Update-------------------------------
If a caller asks for a person and the agent says if that person is no longer working there. Then the call got disconnected.
This should be selected as General conversation.
-------------------------------------------------------------------
18th April - Not inventory: call related to finance or payments of a currently owned car
This category has been removed
-------------------------------------------------------------------
Does Wrong number should be considered as general conversation?
ReplyDeleteA wrong number should always be tagged as Not connected.
Deletewhat about refunding the money
ReplyDeleteIt should to be tagged as General conversation.
Deletewhat about returning a car because she does not like
ReplyDeleteJonny, it should be tagged as general discussion unless they discuss about getting a new car. Even if they ask for a refund for that, it should be tagged as general conversation.
Deletethank you for all, what about a person that want buy a car that he is already leasing and talk about financing options but it's confusing, i related to •Discussing payments of already purchased car.
ReplyDeleteIt is more like a refinancing...So your selection must be 90% correct.
DeleteHi! What about if someone bought/lease a car but for some reason that person doesn't pick it up yet? (car still is in the dealership) Is it a Inventory Discussion or General conversation? Thanks!
ReplyDelete*Hi! What about if someone bought/lease a car but for some reason that person didn't pick it up yet? (car still in the dealership) Is it an Inventory Discussion or General conversation? Thanks!
DeleteIt should be tagged as general discussion.
DeleteIf someone calling back to know who call him, but he never knows how call him, what should be, not Connectec right?
ReplyDeleteYes, it Should be tagged as Not connected
DeleteI'm so glad to hear that. Thanks for visiting my blog.
ReplyDeletecaller called and wanted to know the status of his car in service,
ReplyDeleteagent told him the car isn't ready, the agent went ahead and ask if he would like to trade in his car for another car.
what should be the correct tag for this?
Both "Service or parts" / "Yes" can be tagged. But if the customer is not interested in buying / selling a vehicle, then it can be marked as "Not inventory - General discussion".
Deleteis downpayment is nterested in buying/selling/trade-in/ leasing a vehicle.?
ReplyDeleteDiscussion about down-payment of a vehicle should be tagged as "yes", inventory discussion
Deletecaller is from small other dealership and he look for the car and ask the price of the car ?what should be the correct tag for this?
ReplyDeleteSale call mean yes
DeleteIf someone want to buy a car but that car was not availble in the stock
ReplyDeleteWhat should be the correct tag for it?
Should be tagged as "Yes"
Delete- itdoworkz
what if soomeone calls and asks when will a specific sales person arrive?
ReplyDeleteIf just only that detail then it can be marked as general discussion. But if any discussion happened about the vehicle / sale / paper works etc then you need to tag accordingly.
Deleteif the customer agree to come to the dealership not clearly mentioning about the sales or service department where should it goes in the inventory diiscussion
ReplyDeleteYou can tag either sales or service, but make sure once that there were no information about the department.
ReplyDelete