Chat specific situationsVersión en línea In these chat specific situations, is the statement true or not? por Valerie 1 Do we ask for the stock number on a stock specific chat with co-browsing? Yes No 2 Would we continue with normal chat steps if the console does not translate the language the guest is chatting in? Yes No 3 If the guest comes in for a service appointment, would we ask them what service they need first? Yes No 4 Would we ask for the guest's name as soon as we start a chat (no DTs in place)? Yes No 5 Do we need to ask for the guest's missing information if the guest states "I only want texts" ? Yes No 6 If the guest is looking for the price of a service, would we ask "What day would you like to bring in your vehicle?" (non PSA or X-Time) Yes No 7 When the guest asks for the service number at the start of a chat, do we ask them "Are you looking to schedule a service appointment?" ? Yes No 8 If the guest comes in and clearly states that they do not need help, would we continue trying to profile build? Yes No 9 When the guest states they do not want to be contacted, after providing contact information, we do not send in the lead Yes No 10 If the guest states that they are under the age of 18, we send the phone number and ask if there is anything else we can help them with? Yes No 11 If there is a DT in place, but no scripting, we do not need to report in RC. Yes No 12 If the guest comes in shopping for someone else and provides the contact information of the person that would be purchasing and will not give their own, do we gather missing contact information? Yes No 13 If a chat re-engage and the previous Specialist has already sent a lead but the chat was not completed, we are required to continue with the chat as normal and finish is out properly. Yes No 14 If a guest is looking to purchase a vehicle but the car is at a different dealer, we do not pursue the lead. Yes No 15 If the guest comes in stating that they have been locked in the dealership, we are to take the lead and pend the lead. Yes No 16 Any chat revolving around the removal/update of the guest's information will be sent to General department with the sub category of Sales. Yes No 17 If a Guest is looking to sell their vehicle and it has been made clear they are interested in selling and not trading, then the Specialist is required to concierge to sales. Yes No 18 The Specialist is to check the links that are pre-populated within the script to ensure the link works properly and does not populate an error or route to the wrong place. Yes No 19 When setting a sales appointment, the specialist is required to acknowledge the appointment in the lead notes only. Yes No 20 The line "Just to clarify, are you able to see my previous message?" is NOT permitted to be used following the name. Yes No
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