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The purpose of the category Inventory Discussion is to determine if the call is an opportunity to sell, buy, or lease a vehicle. The caller does not have to mention a particular make or model. The caller just has to show interest in a vehicle in the dealer's inventory or present an opportunity for the dealer to buy or trade the caller's vehicle. Here are the options: Yes Select this option if there was inventory discussed. Select this option if the caller and agent discuss payment or financing options for a potential purchase of the dealership's inventory. A specific make or model of a vehicle does not have to be mentioned. Select this option if the caller is interested in a lease buyout. Select this option if the caller is asking about a vehicle they saw online or in an advertisement. Select this option if the caller asks about a car they recently test drove. Select this option if the caller has a vehicle they would like to sell or trade to the dealership. Select this opti...

The purpose of the category Dealership Sales Visit is to determine if the agent or caller attempted to schedule a visit to the dealership. Here are the options: Yes, at a specific time or range of time within 1 hour Caller agreed to visit the dealership at a specific date and time Example: "I'm going to come in and take a look at 4:00" Example: "I'll stop by around 3:00 on Saturday" Example: "My husband will probably be there around 10:00" Example: "I'll try to go test drive it at noon" Example: "I'm on my way right now, and I'll be there in just a few minutes" Caller has estimated an amount of time it will take for him or her to arrive, and it falls within a one hour range of time. Example: "I'll come down in 30 minutes if it's still on the lot" | Agent: "I'll check and call you right back" Caller agreed to a visit within a one hour range of time Example: "Yeah, I'll be there...

The purpose of the category Inbound is to determine whether or not the call was handled by a live, qualified employee or interactive system. Here are the options: Handled by a qualified employee or interactive system Caller is connected to a qualified employee who is able to help the caller with his or her inquiry Call connection is lost after most of the caller’s inquiries have been handled by a qualified employee Call connection is lost after the caller’s contact information is shared with a qualified employee Call connection is lost after there is an appointment discussion with a qualified employee Caller asks for a specific employee who handles the call Caller is notifying the qualified employee that he/she has arrived to drop off/pick up their pet from their office Caller asks for a specific employee who is not available, but the receptionist or another qualified employee handles the call Caller is connected to a qualified employee who is able to help the caller with most of his o...

The purpose of the category Service Setter Booked is to determine if the caller represents a service appointment opportunity and if an appointment was booked during the call. Here are the options: Yes, booked for a specific date and time Caller agrees to an appointment with a specific date and time. Example call - Caller: "I need a tune-up."// Receptionist or agent: "We can fit you in at 11:45 tomorrow morning."// Caller: "Perfect. I'll see you then!"// Call ends. Caller agrees to an approximated time within a 45 minute time range. Example call - Caller: "I need to get my brakes repaired. Do you have any openings today?"// Agent: "You can come in now if you'd like"// Caller: "Great! I'll be there in half an hour." // Call ends. Caller discusses an existing appointment and agrees to a new appointment during the same call. Example call - Caller: "I'm checking on the status of my car that's in service., a...