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Category Instructions: Dealership Discussion
The purpose of the category Dealership Discussion is to determine what the caller is discussing with the dealership.


Helpful information:
Connected calls:
Calls must be considered connected to be reviewed in this category. If the call does not qualify as connected, the correction option should be selected to remove the call from the category. A call is considered connected when the caller has either reached the desired agent or reached a qualified agent that can assist the caller.
Qualified agent:
A qualified agent is an employee that can assist a caller with most or all of his or her inquiry. The qualified agent may at times be too busy to handle the inquiry at the time of the call, or he or she may need to gather more information and call back to provide an answer or solution. These scenarios are still considered connected to a qualified agent if the same agent is the one intending to return the call.
Unqualified agent:
An unqualified agent is an employee that is not able to assist the caller with most or all of his or her inquiry either during that specific call or in a promised follow-up call from the same agent.
Interactive systems and auto-attendants:
Calls handled by an interactive system or auto-attendant will sound like interactive recordings that ask questions or request information and require the caller to interact by making phone selections. These can be either Connected or Not Connected.
When a call is successfully handled by an interactive system or auto-attendant it should be considered a connected call, and proper review selections should be made according to the content and outcome of the call.
When a caller leaves a call back number with the interactive system, instead of successfully handling their inquiry or need, then the call should be considered not connected.
Here are the options:
Opportunity to buy/sell/lease/trade a vehicle
Call represented an opportunity for the dealership to buy, sell, lease, or trade a vehicle
The call does not have to include the mention of a particular make or model.
Some opportunities to buy, sell, lease, or trade may at times only mention vehicle specs. These should be listened to carefully to determine if there is an opportunity for the dealership to buy, sell, lease, or trade a vehicle.
All calls that include a caller's interest in buying, selling, leasing, or trading a vehicle should be reviewed with this option, even if the vehicle is not currently available.
Caller inquiries about a vehicle of interest
This may include but is not limited to inquiries about vehicles seen online, in an advertisement, or from driving past the dealership's lot.
Caller expresses general interest in vehicle inventory
This may include but is not limited to inquiries regarding what vehicles are available that fit the caller's price range or what vehicles meet certain desired criteria.
Call is about payment or financing options for the purchase of a vehicle
This does not include calls regarding the financing of a vehicle that is already in the caller's possession.
Caller is inquiring about leasing a vehicle or is interested in a lease buyout
Caller would like to sell or trade a vehicle to the dealership
Caller is another dealership that represents an opportunity to buy or sell a vehicle
This does not include conversations about dealer trades. Dealer trades are not opportunities for a dealership to buy or sell a vehicle. Dealer trades, sometimes also referred to as dealer swaps, are when competing dealerships trade cars with each other, swapping similar cars to meet the demands of their customers. These are exchanges of vehicles only, and they do not represent buying or selling.
Service / parts / collision / body shop
Call is regarding automotive service
This may include but is not limited to service department hour inquiries, general service questions, service needs, service appointments, or inquiring about the status of a vehicle that is already being serviced by the dealership.
Call is regarding automotive parts
This may include but is not limited to parts department hour inquiries, general parts questions, part orders, or price and installation inquiries.
Call is regarding automotive collision or the body shop
This may include but is not limited to collision or body shop department hour inquiries, general collision or body shop questions, price and repair inquiries, and collision or body shop appointments.
General / caller not in market / dealer trade
Caller has general questions or a general conversation that does not represent an opportunity for the buying, selling, or trading of a vehicle
Caller is inquiring about the status of a vehicle order that has already been placed
Caller is inquiring about the delivery of a vehicle they have already purchased
Caller is from a transport company delivering a vehicle or multiple vehicles
Call is about financing and there was no opportunity for the buying, selling, or trading of a vehicle
Call is about the refinancing of a vehicle that is already in the caller's possession
Call is about the payments for a vehicle that is already in the caller's possession
Caller only states that they are coming to the dealership to drop off paperwork, payment, or another item but they do not specify what the drop off is for
Unless a caller specifies that the drop off is regarding an opportunity to buy, sell, lease, or trade a vehicle, or that the drop off is for the service, parts, collision, or body shop departments, then we cannot assume what the drop off is regarding and the call should be considered general.
Call is about the renewal of an existing lease
Call is about the rental of a vehicle or a loaner car
Caller is inquiring about a warranty, tags, or plates
Caller only asks about hours of operation for the business and does not specify a department of service, parts, collision, or body shop
If a caller specifies the sales department, but they only ask about hours of operation for the sales department, it does not represent an opportunity for the buying, selling, or trading of a vehicle and should be considered a general call.
Caller is returning a missed call but the call ends with neither caller nor business identifying the original caller or reason for the call
If a caller's sole inquiry is to identify the reason for a missed call, and they are told by the answering agent that the original caller or reason for the call cannot be identified, this is considered enough information to satisfy the caller's reason for calling. The caller needs no further information, nor needs any further connection to any agent or employee. Thus, the answering agent is qualified, and the call is considered handled.
Caller is returning a missed call but is not in the market to buy, sell, trade, or lease a vehicle
This will often sound like an agent asking a caller if he or she is interested in buying, selling, leasing, or trading in a vehicle, and the caller informing the agent that he or she is not in the market.
Calls should only be considered opportunities when the caller is in the market, regardless of if the agent mentioned a specific vehicle or attempted to encourage the caller to buy, sell, lease, or trade a vehicle. When callers are not in the market, they do not represent business opportunities for the dealership.
Call is regarding a dealer trade
Dealer trades are not opportunities for a dealership to buy or sell a vehicle. Dealer trades, sometimes also referred to as dealer swaps, are when competing dealerships trade cars with each other, swapping similar cars to meet the demands of their customers. These are exchanges of vehicles only, and they do not represent buying or selling.
Caller is from a third-party company asking for information about a vehicle that a mutual customer is interested in
Calls from a third-party company, such as a finance company, may request vehicle information for their own business needs regarding the mutual customer. These third-party companies are not customers, and therefore should not be considered an opportunity to buy, sell, lease, or trade a vehicle.
Caller only refers someone to the dealership but does not themself represent an opportunity for the caller to buy, sell, lease, or trade a vehicle
A referrer alone is not the customer. They are solely attempting to provide the dealership with information about a potential customer. A call should only be considered an opportunity to buy, sell, lease, or trade a vehicle once the actual customer and dealership connect.
Call is an agent-to-agent discussion about a mutual customer but does not represent an opportunity to buy, sell, lease, or trade a vehicle on behalf of the customer
Agent-to-agent discussions, regarding internal business for the dealership, do not themselves represent opportunities.
A call should only be considered an opportunity to buy, sell, lease, or trade a vehicle when the actual customer is the one involved in the discussion with dealership or when the agent involved is speaking on behalf of the customer with the intent to buy, sell, lease, or trade a vehicle.
Correction: caller never connected to a live, qualified agent
Call was not handled by a live, qualified employee/agent.
You can reference the instructions for the upstream category Inbound if you need assistance in understanding what qualifies as a call that is handled by a live, qualified employee/agent