Sales & Fixed Ops

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Sales

Greeting Greeting
Answer Questions Answer Questions
Caller Contact Info Caller Contact Info
Associate Info Associate Info
Ask For Appointment Ask For Appointment
Solid Appt Set Solid Appt Set
Building Rapport Building Rapport



Service

Greeting Greeting
ID Service Needs ID Service Needs
Caller Contact Info Caller Contact Info
Re-confirm Service Needs Re-confirm Service Needs
Ask For Appointment Ask For Appointment
Set Appointment Set Appointment



Parts

Greeting Greeting
ID Parts Needs ID Parts Needs
Caller Contact Info Caller Contact Info
Presented Parts Value Presented Parts Value
Offer Install of Part Offer Install of Part
Ask For Parts Pickup Ask For Parts Pickup



Shop

Greeting Greeting
Identify Details of Repair Needs Identify Details of Repair Needs
Caller Contact Info Caller Contact Info
Identify Insurance Company Identify Insurance Company
Ask for Appointment Ask for Appointment
Set Appointment Set Appointment




Customized Sales Alerts

  • Angry Customer Red Alert
  • Appointment Set Date & Time
  • Associate Did Not Answer Caller Questions
  • Associate Did Not Provide Their Contact Info.
  • Associate Name Not In Roster
  • Associate Too Short With Customer
  • Associate Voice Mail – HOT LEAD
  • Captured E-Mail Address – Nice Job!
  • Dead Air Red Alert
  • Dealership Voice Mail – HOT LEAD
  • Did Not Ask 3 Building Rapport Questions
  • Did Not Ask For Appointment Red Alert
  • Did Not Ask For E-Mail Address
  • Did Not Mention Dealership Location
  • Dropped Call
  • GREEN LIGHT – Great Job
  • Hang Up Red Alert
  • More Than 3 Rings
  • No Appointment Set
  • No Associate Available Red Alert
  • No Auto Check/Car Fax Mentioned
  • No Customer Contact Information For Follow Up Red Alert
  • On Hold Over One Minute
  • Price Jamming Customer and/or Out of Control /Did Not Offer Live Management Turn (MLT) Red Alert
  • Receptionist Needs Coaching
  • Receptionist Took Message – HOT LEAD
  • Soft Appointment Set
  • Taking Credit Application Over The Phone

Sales Alert

Customized Service Alerts

  • Appointment Set Date & Time
  • Associate Name Not In Roster Red Alert
  • Associate Too Short With Customer
  • Associate Voice Mail – HOT LEAD
  • Customer Requested Pricing on Service Repair – No Service Advisor Available Red Alert
  • Dealership Voice Mail – HOT LEAD
  • Did Not Ask For And/Or Confirm Customers E-mail Address
  • Did Not Ask For Appointment
  • Did Not Capture or Re-Confirm Caller’s Contact Information
  • Did Not Re-Confirm Service Needs
  • Did Not Satisfy Customers Request Red Alert
  • Dropped Call
  • GREEN LIGHT – Great Job
  • Hang Up
  • More Than 5 Rings Red Alert
  • No Appointment Set
  • No Associate Available
  • On Hold Over One Minute
  • Receptionist Needs Coaching
  • Receptionist Took Message – HOT LEAD

Service Alert

Customized Parts Alerts

  • Angry Customer
  • Associate Name Not In Roster
  • Associate Too Short With Customer
  • Associate Voice Mail – HOT LEAD Red Alert
  • Customer Requested Pricing “Parts Installation”
  • Dealership Voice Mail – HOT LEAD Red Alert
  • Did Not Ask For And/Or Confirm Customers E-mail Address
  • Did Not Ask For Parts Pick Up / Order
  • Did Not Capture or Re-Confirm Caller Contact Information
  • Did Not Offer Installation of Part
  • Did Not Present Parts Value
  • Did Not Satisfy Customers Request
  • Dropped Call Red Alert
  • GREEN LIGHT – Great Job
  • Hang Up Red Alert
  • More Than 3 Rings
  • No Associate Available Red Alert
  • On Hold Over One Minute
  • Receptionist Needs Coaching
  • Receptionist Took Message – HOT LEAD Red Alert

Parts Alert

Customized Bodyshop Alerts

  • Angry Customer Red Alert
  • Appointment Set – Date & Time
  • Associate Name Not In Roster
  • Associate Too Short With Customer
  • Associate Voice Mail – HOT LEAD Red Alert
  • Captured E-Mail Address – Nice Job!
  • Dealership Voice Mail – HOT LEAD Red Alert
  • Did Not Ask For And/Or Confirm Customers E-mail Address
  • Did Not Ask For Appointment Red Alert
  • Did Not Capture or Re-Confirm Caller’s Contact Information
  • Did Not Satisfy Customers Request
  • Dropped Call Red Alert
  • GREEN LIGHT – Great Job
  • Hang Up Red Alert
  • More Than 3 Rings
  • No Appointment Set
  • No Associate Available
  • On Hold Over One Minute
  • Receptionist Needs Coaching
  • Receptionist Took Message – HOT LEAD

Bodyshop Alert

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