Apr 16, 2017 - 07:02 PM
I have different explanation. One rule in reviewing calls is to brush the word 'assume.' Since there's no assurance of whether the car is available or not, how can u set an appointment? Even if the caller showed an interest to visit the dealership, the problem is the availability of the car. It's unclear if that car is still in their lot or not. It will fall to soft appointment if the agent says the car is here and it will depend to the next call conversation. For me, the mediator is correct.
Who handles the call? If the sales department picked up the phone, it should fall to general discussion. Sometimes, other deparment picks up the phone like finance, clerk or title department, sales, or accounting. You can determine who handles the call cause most of the time they mentioned what department they're in.