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The purpose of the category  Reason for Outbound Call  is to determine the agent's intention for placing the outbound call. The individual who has called does NOT have to be interested in buying, selling, trading, or test driving a vehicle. Instead, you should be listening for whether or not the agent was calling to discuss the buying, selling, trading, or test driving of a vehicle, as well as whether or not an appointment was requested, regardless of the call recipient's interest. One-sided phone calls:   For some Outbound calls, you may only hear the interested party's voice. This is by design. These calls should be reviewed the same as calls where you can hear both parties. Please review them based on the following instructions and the content you can hear from the one side of the conversation. Did the agent attempt to discuss buying/selling/trading/test driving a vehicle? Yes Select this option if the agent is attempting to discuss buying/selling/tradi

The purpose of the category Outbound Appointment Outcome is to determine if the agent or intended party attempted to set an appointment. Remember : If the call does not connect to the intended party, please select "Correction: this call was not related to the buying, selling, trading, or test driving of a vehicle." Did the customer agree to come into the dealership? Here are the options: Yes: customer agreed to come to the dealership: Select this option if the agent is placing the call to determine if the intended party wants to buy, sell, trade, or test drive a vehicle and an appointment was set for a firm date and time. Example - Agent: "I saw that you may be interested in a new SUV. Could we get you to come down and check out what we have on the lot?" / Intended party: "Yes, I was planning on coming out today at 3:00." Select this option if the agent is placing the call to determine if the intended party wants to buy, sell, t