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There is a big difference between a caller’s interest and intent.In each of the following examples, you can identify both the caller’s interest and intent to visit the dealership.  In the following example, you will see that the caller expressed an interest in visiting the dealership, but she did not state an agreed intent to actually visit, nor did she express the probability or possibility of a visit. Instead, she clearly states that "if" they even decide to agree to a visit, she will let the agent know. In this example, you can identify the fact that she has not decided or agreed to a visit.  Only interest was expressed, no intent. Example: "I want to come out, but I need to talk to my husband first, and if we decide to we'll let you know" Example: "I saw a car I'm interested in on your website, and I was thinking of coming down this weekend if it has everything I'm looking for" | Caller and agent discuss the vehicle, and they find the calle...

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  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/tra...

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...

The purpose of the category Dealership Appt Request is to determine if the agent or caller attempted to set an appointment. The caller should be seeking to purchase, lease, or trade-in a vehicle. Remember : If the call does not connect to a live, qualified employee or if the connection is lost, please select 'Correction: Not eligible, call was not an inventory call'. Did the salesman attempt to set an appointment? Comment below if I missed anything / to add some points. Here are the options: Appointment for a firm date / time: Select this option if an appointment was set for a specific date and time. Select this option if an appointment was agreed, and the caller approximates a time frame within a 45 minute range.      Example :Caller: "I'm looking for a used Toyota Corolla."Agent: "We have a couple. Want to come out and take one for a test drive?"Caller: "Yeah, I'll be there in half an hour."Call en...

The purpose of the category Outbound Service Call Purpose is to determine why the agent is placing the outbound service call. For some Outbound calls, you may only hear the caller's voice. This is by design. Please mark those one-sided recordings the same as you would a regular Outbound call, based on the instructions below. Here are the options: To invite the customer into the dealership for a service appointment Select this option if the agent is placing the outbound call in order to invite the customer into the dealership. To discuss the status of a vehicle currently at the dealership Select this option if the agent is placing the outbound call in order to discuss the status of a vehicle that is currently at the dealership. To discuss a recent service visit to the dealership Select this option if the agent is placing the outbound call in order to discuss the customer’s recent visit to the dealership. Example – Agent: “We j...

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 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. •...