Chat Protocols

"I'm looking for a used SUV, probably an Expedition. With navigation, heated seats, and DVD players in the back for the kids. " - Which chat protocol is this?

• Stock Specific

• Sales Inquiry

• Sales Inventory

• True Concierge

Answer explanation

This is a Sales Inventory Chat because the Guest's sole concern is regarding inventory

"I need to get a refund on my warranty, I sold my car." - Which chat protocol is this?

• Finance/Service

• Finance/Sales

• Service Inquiry

• Customer Complaint

Answer explanation

When a guest is looking to Purchase, Cancel or needs a Refund on their warranty, this is a Finance/Service chat.

"I'm looking for an cheap car for under $10,000. Do you have any sales specials?" - Which chat protocol is this?

• Sales Inquiry

• Finance

• Sales Inventory

• Parts

Answer explanation

This is a Sales Inquiry Chat because the Guest's concern is regarding discounts, not solely inventory

"I'm looking for a certified pre-owned F-150." - Which chat protocol is this?

• Sales Inquiry

• Sales Inventory

• Finance/Sales

• Finance/Service

Answer explanation

This is a Sales Inventory Chat because the Guest's sole concern is regarding inventory

"I need to know if my warranty would cover a new transmission." - Which chat protocol is this?

• Service Inquiry

• Finance/Service

• Sales Inventory

• Parts

Answer explanation

Warranty coverage questions are a Service Inquiry chat.

"Does a warranty come with stock # 125AHD?" - Which chat protocol is this?

• Used Vehicle Sales

• New Vehicle Sales

• Stock Specific

• Sales Inventory

Answer explanation

This is a Stock Specific Chat because the Guest's sole concern is regarding one specific vehicle, not a general inventory request

"I need to schedule a state inspection." - Which chat protocol is this?

• Service Appointment Request

• True Concierge

• Service Inquiry regarding Recall

• Service Inquiry regarding Body Shop

Answer explanation

This is a Service Appointment Chat because the Guest's concern is regarding scheduling an appointment / scheduling an appointment would answer or resolve the Guest's concern

"My car isn't running right and the Check engine light is on. I was wondering if I can get it fixed." - Which chat protocol is this?

• Service Appointment

• Parts

• Warranty Coverage

• Service Inquiry

Answer explanation

By stating they want to get it fixed, they are requesting to schedule service, therefore it is a Service Appointment Request chat.

"I need a new key fob for my Accord." - Which chat protocol is this?

• Service Inquiry

• Parts Inquiry

• Sales Inquiry

• Finance/Service

Answer explanation

Due to all key fobs needing to be programmed, it is the service department who will handle their requests. Therefore a Service Inquiry chat.