Humanatic : Outbound Appointment Outcome

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, trade, or test drive a vehicle and an appointment was set for a loose date or timee.

Example - Agent: "I was calling to see if you are still looking for a new truck. Would you want to come look at the new F150 we just go in?" / Intended party: "I could probably come out tomorrow afternoon."

No: customer is no longer in the market to buy a car:

• 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 but the customer is no longer in the market.

Example - Agent: "Hi, our system shows that you were previously in the market for a new car. / Intended party: "I'm no longer in the market. Thanks."

No: customer possibly still in market but didn't agree to come in:

• 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 but there was no invitation by agent or caller to visit the dealership.

Example - Agent: "I am calling to see if you are still looking to purchase a new vehicle." / Intended party: "Yes, we have decided that we would like a black 2013 Jeep." // "We have some new Jeeps in stock. Let me take a look to see if we have something that fits your needs, and I can give you a call back."

• 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 but the interested party declined an appointment request.

Example  - Agent: "We see that you were recently looking for a RAV4. Are you interested in visiting the dealership to see the two that we just got in?" / Intended party: "I don't really have time to make it out there anytime soon."

Correction: call was not about buying/selling/trading/test driving a vehicle:

• Select this option for any call that is unrelated to buying, selling, trading, or test driving.

Example - Agent: "I am calling on behalf of the dealership to wish you a happy birthday."

Example - Agent: "We just wanted to remind you to send over a copy of your license."

• Select this option for calls that have been placed to follow up a previous purchase.

Example  - Agent: "I see that you recently bought a vehicle from us, and I was calling to see how you're enjoying it"

• Select this option for calls that have been placed to discuss an existing appointment.
• Select this option if the call is regarding the delivery of a previously purchased vehicle.

Example  - Agent: "We have all of the paperwork completed, and now we just need to schedule a time to deliver the vehicle to you." // Intended party: "Let's schedule the delivery for this Sunday."

• Select this option if the call is regarding the pick up of a previously purchased vehicle.

Example  - Agent: "I'm just calling to let you know that the bank has received all of the proper information, and we got your payment this morning. Your new vehicle is ready for pick up."