Descriptive Greeting and Engagement Question

Looking to schedule a battery replacement

I would be happy to help you with __a battery replacement__. (What engagement question would you ask)

• What service do you need?

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

• What day did you want to bring your vehicle in?

• Do you need that installed?

Answer explanation

First chat step on service appointment is what day.

Looking for a Civic (Honda Dealer)

I would be happy to help you with _your interest in a Civic__. (What engagement question would you ask)

• Do you have a specific model in mind?

• Do you prefer new or pre-owned?

• Are you looking to purchase or lease?

• Do you have a trade-in?

Answer explanation

Sales inventory chat. We ask model then new or used.

Looking for a headlight

I would be happy to help you with ___ looking for a headlight___ . (What engagement question(s) would you ask)

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

• Would you also like to have that installed?

• Do you know the approximate mileage?

• What day did you want to bring your vehicle in?

Answer explanation

Installation is a lead routing question. We have to know where it's going to go. If they want it installed it goes to service. If they don't want it installed it goes to parts.

Looking for lease specials

I would be happy to help you with _lease specials_ . (What engagement question(S) would you ask)

• Do you prefer new or pre-owned?

• Do you have a specific model in mind?

• Do you know what lease term or mileage package you will need?

• Do you have a trade-in?

Answer explanation

Specific model is relevant due to needing to push a vehicle. Asking leasing options is extremely relevant due to them requesting leasing information.

Looking for a used SUV.

I would be happy to help you with _your search for a SUV __. (What engagement question would you ask)

• What price range would you like to stay within?

• Do you prefer new or pre-owned?

• Do you have a specific model in mind?

• Any special features that you’re looking for?

Answer explanation

They already answered the new or used question. So we should not ask it. However, since it's a Sales Inventory chat and they are wanting used, we should ask price range.

I need someon to call me

I would be happy to help you with __getting a call___. (What engagement question would you ask)

• May I ask what this is regarding?

• May I have your name?

• What’s the best phone number and email to follow up with you?

Answer explanation

Yes we want their contact information to call them back. However, we have to know what it' about and if its even leadable.

What are your hours?

I would be happy to help you with __our hours____. (What engagement question would you ask)

• Is this regarding sales, service or parts?

• May I have your name?

• Do you have a specific model in mind?

• Our sales department is open Monday through Saturday 8:00am-9pm and we are closed Sunday.

Answer explanation

Concierge situation. Need to figure out what the want and if it's leadable. Can also ask "May I ask what this is in regards to?"

Trying to locate the application

I would be happy to help you with ___ the application. (What engagement question would you ask)

• Here is the link to our credit application: https://www.stockton12honda.com/financing/get-preapproved.htm This allows our finance department a chance to assess your needs and help you determine a financing plan.

• Just to clarify is this in reference to a credit or employment application?

• Do you have a specific model in mind?

• What job are you looking for?

Answer explanation

Credit application is a sales chat. An employment application is a true concierge chat. Not leadable.

Looking for James

I would be happy to help you with ____reaching James________ (What engagement question would you ask)

• Is this regarding sales, service or parts?

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

• Do you have a specific model in mind?

Answer explanation

We still have to figure out if this chat is leadable. We are a lead gathering company. We are not just Customer service.

Do you have a BMW 3 series and looking to trade in my 2007 Civic

I would be happy to help you with ____that 3 series and trade in options on your Civic______. (What engagement question(S) would you ask)

• What is the mileage of your trade?

• Thanks! What model are you interested in trading in for?

• Do you prefer new or pre-owned?

• What price range do you want to stay within?

Answer explanation

Always smart to grab the trade in information first, then grab any information relevant after. The Dealerships need that information to make a guestimate on what the trade in is worth.