WorksheetsWhen to ask preferred branch & when NOT to- Int'l Acct Group
Total questions: 10
Worksheet time: 6mins
When should the chat specialist ask for the guest's preferred branch on an international chat?
Preferred branch should be asked for American chats
Should not ask for the preferred branch at all
If there is more than one location/department listed and guest did not state the branch in chat
None of the above
When should the chat specialist NOT ask for preferred branch/postal code on an international chat?
If the guest lands on vehicle of choice and it lists the location via VDP (vehicle description page)
If there is more than one branch location listed
Should NOT ask for preferred branch/postal code on any International chat at all
Answer 1 & 2
If there is only 1 location listed in the department section of the lead form on an international chat, is the chat specialist still required to ask the guest of their preferred branch/postal code? Yes or No? (Type your answer)
(a)
What two things, should the chat specialist do first in order to determine if asking for the preferred branch/postal code is needed on an international chat?
Assign the res'Q department
Check the dealership website
Read/Follow the General & Corresponding Dealer Tip in place and then search the guest's vehicle brand under the lead form department section to determine if there is more than 1 location listed
None of the above
True or False: We will only ever need to be asking for preferred Branch/Postal code from the guest on a general Sales or Service inquiry when there are multiple branches respective to the brand they are inquiring on
False
True
If there is NO indication that the guest has stated in the chat a specific vehicle that they have seen and are interested in, what question should the chat specialist be asking to ensure that proper lead form routing is accurate & correctly handled on an international chat? (Type out the correct question that will need to be asked in chat)
(a)
If the guest mentions in chat, that their vehicle is already at a dealership branch being serviced, is the chat specialist STILL required to ask for their preferred branch/postal code?
Yes
No
If the guest has expressed/stated interest in a specific vehicle located at a specific branch (whether or not we are able to find it on the website), is the chat specialist required to ask for preferred branch/postal code related to an international chat?
No
Yes, asking for the preferred branch/postal code is still needed
What type of chat scenario, should the chat specialist free-hand and ask the guest saying, "Just to confirm, at which of our branches is this vehicle located?" for an international chat?
Chat specialist NOT free-hand and ask questions at all to the guest
If the guest hints/states in chat that there is a particular vehicle they have seen somewhere on the website or maybe even on another host website where the Dealer has listed the vehicle such as, Auto-trader or a similar platform
If the VDP (vehicle description page) shows the location
None of the above
If the guest stated in chat that their vehicle is currently being serviced, but the branch is unknown or not established, what free-handed question should the chat specialist be asking the guest in chat in order to ensure proper lead routing is correctly handled for an international chat?
"Just to confirm, what is the Year. Make and Model of your vehicle?"
"Just to confirm, at which of our branches is your vehicle currently being serviced?"
"Just to confirm, do you happen to have the registration number handy?"
"Just to confirm, may I have your name?"
