Inventory, Inquiry, & You!

Sales Inventory, Sales Inquiry, and You!

Have you ever felt unsure if that chat you are taking is a Sales Inventory Chat or a Sales Inquiry chat?

If so, you are not alone!

• This is a common source of confusion for chat specialists, whether they are newly hired or more tenured.

• Not to worry, though, we are about to deep dive into our protocol for these chat types and how we can tell them apart!

• Primary focus is... inventory.

• The guest in these chats may come in saying something like:

  • "Looking for a Maverick"

  • "SUV"

  • "Got any Forte?"

  • "used F-150"

​

Sales Inventory

Since the primary concern of the guest is inventory, we will:

Sales Inventory Chat Steps

​- Ask if they have a specific model in mind (if not already stated) ex. "I would be happy to help you with your search for an SUV. Do you have a specific model in mind?"

- Ask new or pre-owned (if relevant/not already provided) ex. "The Escape is a great choice! Do you prefer new or pre-owned?"

- If the guest wants used, we MUST ask price range before pushing. "What price range do you want to stay within?"

- We will not ask any additional questions beyond these before we have pushed inventory.

- Push a suitable vehicle to the guest based on the criteria we've obtained with "Here's one:" followed by "Are there any special features or color you would like?"

- We will then continue on to ask an additional relevant profile building questions

• The guest will have an additional concern that takes priority over inventory.

• Such as: trade-in, finance rate, credit approval odds, etc.

• Guest may say something like:

  • "Trade-in towards F-150"

  • "Current APR on new car?"

  • "can I get a new car with a bad credit score?"

  • "Do your used cars come with a warranty?"

​

Sales Inquiry

• Sometimes identifying the primary concern of the chat can be a bit trickier.

• For instance, the guest may come in asking something like "Which Lincoln models have leather seats?" or "Do the new Tiguans have heated seats?"

• This type of chat will follow our Sales Inquiry chat steps!

• This is because the primary focus of the guest is the feature while the inventory is secondary.

Trickier Scenarios:

Since the guest has a concern beyond inventory, we will:

​

Sales Inquiry Chat Steps

• ​​Answer any question they ask (leasing options, trade-in value)

• Build a full profile

  • New or pre-owned

  • (Price range must be asked for used )

  • Special features

  • Color preference

  • Year, make, model, & mileage of trade-in

  • Lease term/mileage package

• Push a vehicle with "How do you feel about this _?"

Multiple Select

Find the Sales Inventory chat(s):

Match

Match the following with the correct chat type:

Sales Inventory

Sales Inquiry

Sales Inventory

Sales Inquiry

Sales Inventory

• Sales Inventory

• Sales Inquiry

• Sales Inventory

• Sales Inquiry

• Sales Inventory

Match

Pair each option with the correct chat type.

• Sales Inventory regarding Trucks

• Sales Inventory regarding Trims

• Sales Inquiry regarding Trims

What kind of trucks do you have?

Need an F-150 with the highest trim!

What is the difference in your trims???

• What kind of trucks do you have?

• Need an F-150 with the highest trim!

• What is the difference in your trims???

Multiple Select

Which are examples of concern(s) a guest may have during a Sales Inquiry chat?

• Down Payment options

• Trade-In

• Financing Options

• Rebate options

Multiple Select

Which of the following are Sales Inquiry chats?

Multiple Select

Which of the following are Sales Inventory chats?

Reorder

Place the chat steps for Sales Inquiry chats in order:

• Greet the guest

• Build a full profile

• Push Inventory with "How do you feel about this __?"

• Ask for name and go for the lead

1

2

3

4

• 1
• 2
• 3
• 4

Reorder

What is the correct order of chat steps for a Sales Inventory chat?

• "Do you have a specific model in mind?"

• New/pre-owned (when relevant)

• Push Inventory with "Here's one:" followed by special features and color question

• Ask additional relevant profile building questions

• Ask for name and go for the lead

1

2

3

4

5

• 1
• 2
• 3
• 4
• 5

• For Sales Inventory chats, we will keep the focus on inventory—we will only ask specific model & new/pre-owned and price range when guest is referencing used inventory before pushing, then we can resume profile building.

• For Sales Inquiry chats, we will ask all relevant profile building questions prior to pushing inventory.

• For most chats, we can identify the chat type after reading the guest's first message.

  • We will follow Sales Inventory protocol when the guest's primary interest is inventory!

  • We will follow Sales Inquiry protocol when the guest has an additional concern such as a trade-in or financing options!

Key Takeaways:

• The Protocol Guide: https://docs.google.com/spreadsheets/d/1PHkk5kvqKJriCxp6xuy52kW2Rhf4JeV9y-8NmmKnOdk/edit#gid=0

​

Helpful Resources:

• ​The Resource Database: https://sites.google.com/gubagoo.com/gubagoodatabase/home?authuser=0

• ​Rocket Chat/Zoom:

  Unsure which protocol to follow? Use Rocket Chat or Zoom to ask Floor Support for assistance. Leadership is always here to help you! (Note: If you are helped via Zoom, please remember to post the Chat ID in RC with a note that you were helped via Zoom.)