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Reason For Outbound Call Manual Humanatic

The document provides options for categorizing the reason for an outbound call from an agent. There are several categories including whether an appointment was set for a firm or loose date/time, whether the customer declined an appointment request, whether the customer was interested but not invited to the dealership, or whether the call was unrelated to buying/selling a vehicle. It provides examples for each category to help determine the appropriate selection.

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Jose Richard Giray
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2K views

Reason For Outbound Call Manual Humanatic

The document provides options for categorizing the reason for an outbound call from an agent. There are several categories including whether an appointment was set for a firm or loose date/time, whether the customer declined an appointment request, whether the customer was interested but not invited to the dealership, or whether the call was unrelated to buying/selling a vehicle. It provides examples for each category to help determine the appropriate selection.

Uploaded by

Jose Richard Giray
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Reason for Outbound Call

The purpose of the Category Reason for Outbound Call is to


determine the agent's intention for placing the outbound call.

Options:
Yes, and an appointment was set for firm date and time.

The intended party wants to buy, sell, trade, or test drive a vehicle and an
appointment was set for a firm date and time.
ExampleAgent: " 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?"
Caller: " Yes, I was planning on coming out today at 3:00"

Yes, and an appointment was set but not for a firm date and
time
The intended party wants to buy, sell, trade, or test drive a vehicle and an
appointment was set for a loose date and time.
ExampleAgent: " 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 got in?"
Caller: " I would probably come out tomorrow afternoon"

Yes, but the customer declined the appointment request.

The intended party wants to buy, sell, trade, or test drive a vehicle but the
caller declined the appointment request.
ExampleAgent: " 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?"
Caller: " I don't really have time to make it out there any time soon"

Yes, but the customer was not interested and / or not invited
to the dealership.
1.The intended party wants to buy, sell, trade, or test drive a vehicle but the
caller was not interested.
ExampleAgent: " Hi, our system shows that you were previously in the market for a
new car. Could we interest you in test driving some of the cars we have on
the lot?."
Caller: " I'm no longer in the market. Thanks."
2. The intended party wants to buy, sell, trade, or test drive a vehicle but the
caller was not invited to the dealership.

ExampleAgent: " I am calling to see if you are still looking to purchase a new
vehicle."
Caller: " Yes, we have decided that we would like a black 2013 Jeep."
Agent: " 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."

No, this call was unrelated to buying/selling/trading/test


driving a vehicle.
1. Any call that is unrelated to buying, selling, trading, or test driving
a vehicle.
ExampleAgent: " I am calling on behalf of the dealership to wish you a happy
birthday."
Agent: " We just wanted to remind you to send over a copy of your license."
2. Select this option for calls that have been placed to follow up a previous
purchase.
ExampleAgent: " I see that you recently bought a vehicle from us, and I was calling to
see how you're enjoying it."
3. Select this option for calls that have been placed to discuss an existing
appointment.
ExampleAgent: " I am calling to confirm your appointment today at 10:30."

Correction: the call never connected to the intended party.


1. Select this option if the caller never connected to the intended party.
2. Select this option if the call goes to voicemail.
3. Select this option if the caller leaves a message for the intended
person.
4. Select this option if you only hear one voice, but you can tell that the
caller has reached voicemail. This is considered a one-sided recording,
and it is done by design.
5. Select this option if the caller has the wrong number.
6. Select this option if the call only last a few seconds and you do not hear a
conversation.

1. Pag nag invite yung representative, either:


a) Firm - If date and time are fixed then the appointment is Firm
A firm appointment is any time with in a 45 minute range
date and time are fixed
Around
noon
a few minutes
about
at
ish
couple of minutes
b) Soft - vague time frame

In a bit

See you soon

By

Before and After

c) Declined
Even a soft appointment was made, if there is a call back promised by
either side. Updated link http://humanatic.answerbase.com/2196954/NewUpdate
I don't really have time to make it out there any time soon

2. Pero pag wala pang Invitation.. nasa yes/ not invited sa dealership

yung invitation ng representative yung hinuhuli ko sir..

kung wala naman napag usapan about sa vehicle .. not related na

yung sa never connected sa intended person

outbound call kasi kaya yung representative yung tatawag. tapos yung unang
babangitin.. mag hahanap ng pangalan lalo na kung fresh call sya.. pag yes this is she sabi
ng tinawagan.. sure na connected na sya
tapos abangan mo na lang if mag iinvite si rep na pumunta yung caller sa
dealership.. pag wala ei no.4 sagot pag inventory ang napag usapan

Ito yung un intentional na invite ( yun yata tawag - un intentional) ito sample:
may un intentional invite at intentional invitation..
o un intentional
customer: can you check me the pricing of the vehicle.
Representative : ok i will call back with the pricing and hopefuly you can come
down to check the vehicle if the pricing fits you.
Customer : ok. thanks
pag ganyan yung scenario - declined.
kasi hindi sinagot ni customer.. parang un intentional yung invitation ni
representative

o intentional invitation example:


do you want to come by the dealership today?
Agent: I am calling cause i saw that you are inquiring about a vehicle seen on the
website
Customer: im in a rush right now. can i call you back? Agent : ok call ends
ganyan yng scenario

Examples:

Agent: I am calling cause i saw that you are inquiring about a vehicle seen on the website
Customer: im in a rush right now. can i call you back? Agent : ok call ends
Yes, but the customer was not interested and / or not invited
to the dealership.
walang invitation na pupunta yung customer sa dealership kaya. Hindi pweding yung 1,2 at 3
yung selection.. hindi naman 6 kasi related sa inventory yung call. hindi naman 6 kasi na
acknowledge ng customer yung call ni agent.
related po. kasi nag inquire ng vehicle

pag hindi vehicle pinag uusapan.. nasa unrelated na


hindi related sa pag bili o pag benta ng vehicle

ROC, ang firm,soft,declined at not interested/not invited


para lang sa inventory

call na sumisikat sa ROC na tawag. na ang tag ai unrelated to inventory - tumatawag si agent sa
customer tapos ang sabi lang ei . your truck is set and ready to go :) - ang meaning tapos na yung
service na ginawa sa vehicle ng customer - Unrelated

kung may conversation na sila ng agent at caller sa ROC about buying a vehicle tapos
habang nasa conversation sila at naputol na yung line. hindi disconnected ang tag

ang itatag ei kung may invitation ba tapos may response ba si customer sa invitation na
yun

kasi sa ROC its all about buying selling trading financing leasing ng vehicle ng agent o customer
aside from that .. unrelated na
may mga words ka na dapat abangan bago mo masabi na inventory yung call
credit score

online application
bank approval
"i sent an email and the bottom price is $22,991" unrelated
"i sent an email and the bottom price of the vehicle is $22,991" - sales
Note: ang diskarte sa declined. pag may invitation si agent tapos walang sagot si caller.
or iniba ni customer yung usapan
*direct invite example - can you come down to the dealership to come and take a look at the
vehicle?
*indirect invite example - ok. i will send you more information regarding that vehicle and
hopefully we can set an appointment for you to come down if you interested on it
Agent was confirming if the customer still coming in for his apppointment unrelated

kasi may existing appointment na na book na

existing appointment ng sales= unrelated


existing appointment ng service= unrelated
existing appointment ng service tapos aalukin ni agent kung interesado si tomer for appraisal
yung sasakyan = inventory

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