Jun 07, 2017 - 10:02 PM
It really depends with the scenario in the call. If there is a discussion about possible service work that needs to be installed, before the caller is transferred to let's say parts to get pricing, this should still be considered a potential appointment opportunity for service. Now, let's say if the caller is transferred to parts just to find out pricing without any service that needs to be done or is even discussed, this would be classified as not an appointment opportunity. We should also keep in mind, when "service and coverage are discussed" and no appointment is booked, there is always the possibility the caller might call back and change his mind about getting service done. This is primarily the reason why you should tag calls which have a service discussion as a potential opportunity for service, unless it's pretty clear from the get go the caller has no interest in any service being done.