Appropriate Engagement Questions

"I need to talk to Tom Smith. Can you get me his number?" - What is the first engagement question you will ask the guest in your greeting?

• Is this regarding sales, service, or parts?

• Is there anything else I can do for you?

• What part are you looking for?

Answer explanation

We have to figure out what department and what the chat is about. You also will have a hard time trying to find the answer within the time frame of the greeting.

"Hey there, I need the battery replaced in my Civic" - What is the first engagement question you will ask the guest in your greeting?

• What service do you need?

• Were you looking to schedule an appointment?

• What day did you want to come in?

• Do you need that installed?

Answer explanation

Guest states they need something done to their car. Good to ask what day.

"I'm looking for a pre-owned SUV, needs to have navigation, and I'm on a strict budget. Under $20k" What is the first engagement question you will ask the guest in your greeting?

• Do you have a specific model in mind?

• What price range do you want to stay in?

• Do you prefer new or pre-owned?

• Any special features you're looking for?

Answer explanation

We always need to ask the model question if it has not been answered/asked.

"I've been checking out the blue Bronco Sport you've got." (Guest is NOT co-browsing it) - What is the first engagement question you will ask the guest in your greeting?

• Do you prefer new or pre-owned?

• Are there any special features or colors you were looking for?

• Here’s one: (push inventory)

• Do you have a stock number on that vehicle?

Answer explanation

If we can't see co-browsing, and they don't come in with the stock number, it's okay to ask for it. We should ask for it so we can push the vehicle and move onto name.

"I need to talk to your finance manager. I want to lease a new Mustang but we need to talk about these rates first. My credit score is nearly perfect.'" - What is the first engagement question you will ask the guest in your greeting?

• Do you have a specific model in mind?

• May I have your name?

• What lease term mileage package did you need?

• Are you looking to purchase or lease?

Answer explanation

Guest is interested in leasing a Mustang and specifically said they want to talk to the finance department about it. So leasing is absolutely necessary to ask.

"I want to trade in my truck." - What are your first TWO engagement questions?

• What model are you interested in trading for?

• Do you prefer new or pre-owned?

• What is the year, make, model and mileage of your trade?

• Do you have a stock number on that vehicle?

Answer explanation

Of course we will ask them one at a time. However, we want to ask the trade in information first then what they want.

"How much are windshield wipers for my Camry?" - What is the first engagement question you will ask the guest in your greeting?

• What is the year of your vehicle?

• Would you also like to have those installed?

• What part are you looking for?

• What day did you want to come in?

Answer explanation

We must ask installation to determine if this is a Parts chat or a Service Inquiry chat.

"How much is a 10,000 mile service?" - What is the first engagement question you will ask the guest in your greeting?

• Were you looking to schedule an appointment?

• What is the year, make, and model of your vehicle?

• How much did you want to spend?

• Do you have a specific model in mind?

Answer explanation

Service inquiry chat. Always ask YMM them mileage if able.

"I'm checking on the status of my credit application, I submitted it a few days ago." - What is the first engagement question you will ask the guest in your greeting?

• Are you looking to purchase or lease?

• Do you have a stock number on that vehicle?

• Do you have a specific model in mind?

• What service did you need?

Answer explanation

Credit application means pre-purchase. You don't fill one out unless you are looking for a vehicle to buy/lease. So if they guest wants to buy or lease a vehicle and is talking about credit. Makes it a Sales inquiry chat. Ask model.

"I got a recall notice on my car. It says to contact the dealer." - What is the first engagement question you will ask the guest in your greeting?

• Do you have that recall number handy?

• What day did you want to come in?

• What is the year, make, and model of your vehicle?

• Were you looking to schedule an appointment?

Answer explanation

A recall is recall chat.