| Location, Department, and You | UK Protocols | For Hire | Cultural Differences | Brand Knowledge |
|---|---|---|---|---|
|
Lead form and Cobrowsing/About tab
What two sources should we check to know if we should ask the customer for their preferred location/postcode?
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Do you have your registration number handy? Or Did you purchase the vehicle from us? If yes, Which location did you purchase from?
What are one of the two required questions for Service in the UK? (Aside from their year, make, and model)
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We would check the Chat Tips for instructions, then give phone number if no tips are provided.
What do we do if a customer enters chat asking if we have vans for hire?
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New vehicles do not have actual inventory online.
What makes pushing inventory on UK sites different from US dealers?
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Many guests in the UK call SUVs a Jeep or 4x4.
In the US, a customer asking for a 4x4 is usually referring to a truck. What does it refer to in the UK?
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Yes - we need to narrow down the closest or preferred location to ensure they are being properly assisted.
The customer comes in looking for an Abarth, and this group has 2 different Abarth stores listed in the lead form. Is it appropriate to ask them their postal code or preferred location?
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We only note their availability in the notes, we do not confirm or set the appointment.
Once we have asked the customer about their availability to come in for a sales appointment, what do we do with their answer?
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That would be found in the UK Master Reference.
In what document could we find a list of Thames Cars’ unique hire plans?
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The UK dealers are 5-6 hours ahead.
How many hours ahead is the UK time zone (GMT) compared to ours (EST)?
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The Volkswagen California lineup.
What is the Volkswagen model lineup that is tailored to traveling, leisure, and camping?
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No - there is no need if there is only one store they could work with.
If customer is asking about a Peugeot vehicle and the lead form only contains one Peugeot Store, do we need to ask what their preferred location or postcode is?
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We wait 2 minutes before poking.
How long do we wait to poke the customer when they are typing?
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Similar to leasing, the customer drives and rents the vehicle for an extended period with set maintenance plans, etc.
What is a hire contract for a vehicle?
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Scrappage scheme is an extra contribution to assist you in trading in old diesels to lower pollution. Car being traded has to be in their name from 90 days-a year dependent on dealership.
In a short description, what is the scrappage scheme?
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The Ford Transit
What is the Ford commercial van lineup called?
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FIAT - The location has been determined by where the vehicle of interest is.
Your customer enters the chat interested in a specific used Honda, located at a FIAT store. The lead form has the FIAT store as well as three different Honda stores that are close by. Which department should we be sending the lead to?
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A chat becomes Default at 13 minutes.
At what time duration is a chat considered to be Default?
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It allows you to purchase the vehicle at the end of the agreement.
What makes a Personal Contract Purchase (PCP) different from other Hire plans?
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Typically the letter S is switched in for Z, and other words may have a U or E added in. Examples are apologise, centre, colour, favourite, analogue, etc.
What is an example of spelling that is different in the UK from our US chats?
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BMW Motorrad
What is the name of the BMW motorcycle lineup?
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We need to alert our team leader and pend the lead.
Your customer hasn’t given you many answers. They said they’re fine with any location, either new or used, doesn’t mind driving to any store, and hasn’t given a postal code, so we can’t determine where to send it. What is our last resort method to end the chat and send the lead?
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That would be sent to Service.
What is the department that we send inquiries on documents or warranties if the customer purchased their car at the dealership we’re chatting for?
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A hire purchase is similar to rent-to-own, where the vehicle is not owned until all payments have been taken care of.
What is a hire purchase (HP), or what American counterpart is it comparable to?
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Intended to enable disabled people, their families and their carers to lease a new car, scooter or powered wheelchair, using their government-funded mobility allowance.
In a short description, what is the motability scheme?
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DS has continued as a standalone premium brand developed and part from Citroen.
What major UK brand is the high end DS line tied to?
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