BDC Installations by Reynolds Consulting Services...

Mercedes-Benz Business Development Center (BDC)

Telephone Word Tracks (Scripts)

© 2004 The Reynolds and Reynolds Company – All Rights Reserved

BDC Installations by Reynolds Consulting Services

Mercedes-Benz Business Development Centers are most effective when they serve as the primary control point for your Dealership’s communications, such as the incoming and outbound customer phone calls related to sales and service Customer Relationship Management (CRM) processes. CRM effectiveness is optimized when the associated customer contact activities are executed by the dealership’s BDC on a daily basis with both existing and prospective Customers. Regardless of the touch point (website, in-person, telephone, email, letter, etc.), Mercedes-Benz customers should notice a common look, approach and feel to all of the dealership’s communications.

Customer Care Representative (CCR) Scripts

All Scripts include the following:

Ø Block format for main sections of the script.

Ø Makes it easier to follow the flow of the script.

Ø Creates a training vocabulary so that Customer Care Representatives can go from one script to another with less of a learning curve.

Ø Placeholders for phone numbers and other variable fields.

Ø The script branches to paths for Do Not Call (DNC), courtesy close and for gatekeeper (the "gatekeeper" is anyone who answers the phone who is NOT the person on the calling list {i.e. spouse, baby sitter, secretary, etc.} The rep has to interact with the gatekeeper to get access to the target.

Note : Even the strongest script will not perform well without effective script delivery training, including text, tone, and timing delivery skills along with script branching, problem -solving skills, and expectations for follow-up and resolution.




Variable Operations CCR Scripts

1) Inbound Sales Inquiry Call

2) Outbound Sales Appointment Confirmation Call

3) Outbound Sales Appointment No Show Call

4) Outbound Unsold Prospect Call

5) Outbound Courtesy Call with Survey

6) Outbound Orphaned Owner Call

7) Outbound Lease Maturation Call

Fixed Operations CCR Scripts

8) Inbound Service Appointment Call

9) Outbound Service Appointment Confirmation Call

10) Outbound Service Appointment No Show Call

11) Outbound Service Vehicle Status Call

12) Outbound Special Order Parts Call

13) Outbound After Service Call

14) Outbound SES Survey Follow-up Call




1. Inbound Sales Inquiry Call Script

Call Purpose:

Respond to inbound caller’s request for availability/pricing of new and pre-owned vehicles; capture name and contact information for follow-up; set sales appointments.

Call Timing & Parameters:

Initial call in response to inbound call. Outbound follow-up calls should be completed within 1 business day.

Inbound Sales Inquiry:

Reminders for Call:

Ø Establish rapport by the enthusiastic, confident, sincere, and helpful manner in which you represent yourself.

Ø Be polite and friendly.

Ø Listen to the tone and pace of the Customer’s voice; mirroring these factors builds rapport.

Ø Speak clearly and pronounce words correctly. Keep your mouth free from food, gum, or anything else which may interfere with your enunciation.

Ø Never interrupt or speak over the Customer.

Ø Set accurate and reasonable expectations if any follow-up contact is required (e.g., during “Unresolved Close”).

Ø Genuinely thank the Customer for their time and business.

Ø Remember to use courtesy close (with 800#) if you identify Mercedes-Benz.




GREETING

Thank you for calling Mercedes-Benz of <<Dealership Name>>, my name is <<First and Last Name>>. How may I be of service?

Customer asks about pre-owned vehicle availability and price

Ø If information is immediately available: [TO APPOINTMENT SETTING]

Ø If information is not immediately available: [TO CALLBACK REQUEST]

APPOINTMENT SETTING

I’ll be happy to help you with that. Our records indicate we have a number of <<vehicles>> in inventory, some of which I am sure will meet your needs. The first step to selecting your new Mercedes-Benz is to visit our showroom and peruse the various models and options available. I’d like to schedule an appointment for you to visit our showroom. Would <<Appointment Date/Time A>> or <<Appointment Date/Time B>> be best for you?

May I first ask for your name, please?

Ø If provides name: [Capture and continue with] Thank you. Yes, sir/ma’am…

Ø If refused to give name: [Continue with] No problem, sir/ma’am…

Ø If accepts appointment: [TO APPOINTMENT CLOSE]

Ø If rejects appointment/seems like a hassle: [TO APPOINTMENT REBUTTAL]

Ø If proposes a different time: [Continue]

Let me check…

Ø If Customer’s proposed time is available: [TO APPOINTMENT CLOSE]

Ø If Customer’s proposed time is not available: [Continue] I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What would work best for you?

[Continue process until time selected, then TO APPOINTMENT CLOSE]




APPOINTMENT CLOSE

[Capture/verify Customer name and contact information using electronic or paper-based form and note vehicle of interest and any other information captured or known; set appointment]

Excellent! You are confirmed for <<selected appointment time and date>>; when you arrive, just go directly to our receptionist desk, which is located on the showroom floor directly across from the showroom entry doors… Give the receptionist your name, he/she will be expecting you and will page our Sales Manager to come and greet you. I will make sure that all the information needed to make the best use of your time is provided to our sales manager. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you [next week/tomorrow/next month]. Good-bye.

APPOINTMENT REBUTTAL

We know your time is valuable. That is why we want to provide more than just availability information. We’d like to earn the right to discuss more about what you want in your next vehicle. As I mentioned, we do have some late model <<S-Classes>> in stock. If you prefer, we could have a vehicle brought to your home or place of business. Would that be more convenient?

Dealership policy would dictate actual steps taken. At this point Customer either agrees to come in or have vehicle brought to them or ends the call.

Ø If “Yes”: [TO APPOINTMENT SETTING]

Ø If “No”: [TO NO APPOINTMENT CLOSE]

NO APPOINTMENT CLOSE

Thank you for your time today. We appreciate the opportunity to serve you and hope to see you in the future at Mercedes-Benz of <<Dealership Name>>. You can contact us any time at <<MB-BDC phone#>>. Have a great day.




CALLBACK REQUEST

Our inventory changes daily. May I have your name and contact number, and I will check our inventory and call you back with information?

Ø If Customer provides information: [TO CALLBACK CAPTURE]

Ø If questions need to provide information: [TO CALLBACK REBUTTAL]

CALLBACK CAPTURE

[Capture Customer name and telephone contact information using electronic or paper-based form and note vehicle of interest and any other information captured or known]

CALLBACK REBUTTAL

For Pre-Owned Inquiries: We trade for vehicles each day as well as purchase vehicles from other sources. Please allow me to check in order to provide you with the best information.

For New Vehicle Inquiries: Vehicle transports arrive daily and we receive continuous updates on vehicles not yet shipped but arriving shortly. Please allow me to check in order to provide you with the best information.


Ø If Customer prefers to call Dealership back: [Continue]

That would be fine, but in case I am on another line, may I share your name and contact information with one of my associates who will have the information when you do call back?


Ø If Customer refuses to provide contact information: [TO ANONYMOUS CLOSE]

ANONYMOUS CLOSE

Thank you for your time today. We appreciate the opportunity to serve you and hope to see you in the future at Mercedes-Benz of <<Dealership Name>>. You can contact us any time at <<MB -BDC phone#>>. Have a great day.




2. Outbound Sales Appointment Confirmation C a l l Script

Call Purpose:

Remind Customers of upcoming sales appointment to increase adherence. Additionally each call supports Mercedes-Benz commitment to on-going Customer contact along the Customer journey by working to (a) resolve any concerns or issues Customer may have and (b) provide a courtesy touch point with Customer.


Customers with upcoming sales appointments should be contacted the proceeding business day to confirm or reschedule. Customers who cancel appointments will be re-contacted by our MB-BDC manager within 48-72 hours to resolve issue, reschedule, and gain insight into the reason for cancellation.

Outbound Sales Appointment Confirmation:

Reminders for Call:


Ø Be polite and friendly. Some people may be hostile to any outbound call; emphasize that this is a courtesy call, not a sales call.










GREETING

Good (Morning/Afternoon), may I please speak with Mr./Ms. <<Customer Name>>?

Ø If “Yes” Available: [TO INTRODUCTION]

Ø If “No” Unavailable: [TO GATEKEEPER RESPONSES]

Ø If requests Do Not Call: [TO DNC CLOSE]

Ø If call ends abruptly at any point: [TO COURTESY CLOSE]

INTRODUCTION

Hello, Mr./Ms., my name is <<First and Last Name>>. I’m a Customer Care Representative here at Mercedes-Benz of <<Dealership Name>>. I’m calling to confirm your appointment with <<Sales Representative>> on <<appointment time and date>>. Mr./Ms., <<Sales Representative>> looks forward to meeting with you! Okay?

Ø If confirms appointment time: [TO CONFIRMATION CLOSE]

Ø If proposes a different time: [TO SCHEDULE OPTIONS]

Ø If rejects appointment: [TO SITUATION PROBE]

SCHEDULE OPTIONS

We certainly value your time and would like to reschedule a time that is more convenient for you. Would <<Alternative Time A>> or <<Alternative Time B>> be better for you?

Ø If accepts new time: [TO NEW APPOINTMENT CLOSE]


Let me check…

Ø If Customer’s proposed time is available: [TO NEW APPOINTMENT CLOSE]

Ø If Customer’s proposed time is not available: [Continue]

I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What would work best for you? [Continue process until time selected, then TO CONFIRMATION CLOSE]

NEW APPOINTMENT CLOSE

Excellent! I’ve made the change to <<Sales Representative>>’s calendar, and you are confirmed for <<selected appointment time and date>>. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you [next week/tomorrow/next month]. Good-bye.




CONFIRMATION CLOSE

Excellent! Mr./Ms. , Thank you for your time today, and we look forward to seeing you on << appointment time and date>>. When you arrive, just ask for <<Sales Representative>>. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. Have a great day!

SITUATION PROBE

If Customer has not fully explained the reason for canceling appointment: Mr./Ms. , your satisfaction is our top priority here at Mercedes-Benz of <<Dealership Name>>. Is there a particular reason you’ve decided not to come in?

If Customer has fully explained the reason for canceling appointment: “Mr./Ms. , I apologize for any inconvenience . [TO RESOLUTION & RE-ATTEMPT]

RESOLUTION & RE-ATTEMPT

I’m confident your concerns can be resolved during your appointment [be more specific about how issues would be resolved if applicable]. Would you be comfortable addressing your concerns in person on <<appointment date and time>>?


Ø If rejects appointment again: [TO CANCEL CLOSE]

CANCEL CLOSE

I’m sorry you won’t be coming in to visit us, Mr./Ms. . I’ve made a note of your concern, and I want you to know we take Customer comments very seriously. I hope you will give us the opportunity to serve you in the future, and you can contact us any time at <<MB-BDC phone #>>. Thank you for your time today.

NOTE: Set reminder “flag” for MB-BDC Manager to call Customers with cancelled appointment within 2-3 business days.




GATEKEEPER RESPONSES

Who’s calling?/What is this about?

This is <<First and Last Name>> and this is not a sales call. This is a courtesy call from Mercedes-Benz of <<Dealership Name>>, is Mr./Ms. available?

If Customer Unavailable:

That’s fine I’ll try reaching (him/her) at a more convenient time. Thank you for your time.

May I take a message?

There’s no message. I’ll try reaching (him/her) at a more convenient time. Thank you for your time. If you have questions about this call, please call <<800#>>. Good-bye.

DNC CLOSE

Mr./Ms._____we will gladly remove your name from our list and add you to our Do Not Call File. If you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE

Note: Required by law if Customer abruptly ends call at any point after Mercedes-Benz has been identified:

Mr./Ms., thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




Call Purpose:

Establish a new sales appointment for missed appointments in a timely manner. Additionally each call supports Mercedes-Benz commitment to on-going Customer contact along the customer journey by working to (a) resolve any concerns or issues Customer may have and (b) provide a courtesy touch point with Customer.


Customers with missed sales appointments should be contacted the following business day to reschedule.

Outbound Sales Appointment No-Show:

Reminders for Call:









3. Outbound Sales Appointment No Show




GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>>. I’m a Customer Care Representative here at Mercedes-Benz of <<Dealership Name>>. We’re sorry we missed you on <<appointment time and date>>. We value your time and would like to reschedule for a time that is more convenient for you. Would <<Alternative Time A>> or <<Alternative Time B>> be better for you?


Ø If accepts alternative time: [TO CONFIRMATION CLOSE]


SCHEDULE OPTIONS

Let me check…

Ø If Customer’s proposed time is available: [TO CONFIRMATION CLOSE]


I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What would work bes t fo r you? [Continue process until time selected or to APPOINTMENT REBUTTAL, then TO CONFIRMATION CLOSE]

APPOINTMENT REBUTTAL

We know your time is valuable. We’d like to earn the right to discuss more about what you want in your next vehicle. If you prefer, we could have a vehicle brought to your home or place of business. Would that be more convenient?

Dealership policy would dictate actual steps taken. At this point Customer either agrees to come in or have vehicle brought to them or ends the call.


Ø If “No”: [TO CANCEL CLOSE]




CONFIRMATION CLOSE

Excellent! You are confirmed for <<selected appointment time and date>>. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you [next week/tomorrow/next month]. Good-bye.

SITUATION PROBE

Mr./Ms. , we value your time and your business is important to us. May I ask was there anything in particular that prevented you from coming in for your appointment? [Pause for Customer comment, go to resolution and re-attempt].


Customized dialogue to resolve Customer’s question or concern, for example: Mr./Ms._ , I’m sorry you [e.g., weren’t able to find driving directions to the Dealership on the website]. I will pass that along and make sure it’s easier to locate that information online. In the meantime, I can give you directions right now and reschedule your appointment. Would you like to do that?

Ø If Customer willing to reschedule: [TO SCHEDULE OPTIONS]

Ø If Customer unwilling to reschedule: [TO CANCEL CLOSE]

CANCEL CLOSE

I’m sorry you won’t be coming in to visit us, Mr./Ms. . I hope you will give us the opportunity

To serve you in the future, and you can contact us any time at <<MB-BDC phone #>>. Thank you for your time today.






This is <<First and Last Name>> and this is not a sales call. This is a courtesy call from Mercedes-Benz of <<Dealership Name>>, is Mr./Ms. _____ available?


That’s fine. I’ll try reaching (him/her) at a more convenient time. Thank you for your time.



DNC CLOSE

Mr./Ms. , we will gladly remove your name from our list and add you to our Do Not Call File. If you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE


Mr./Ms. ___________ , thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




4. Outbound Unsold Prospect Ca ll Script

Call Purpose:

Establish additional contact point with in-person or Internet leads; enable leads to move forward in sales cycle by setting appointment for Dealership visit.


In-person or Internet leads will receive a follow-up call with the goal of appointment setting within 1-3 business days of initial contact. Customers who refuse appointments will be re-contacted by the MB-BDC within 3-5 business days.

Outbound Unsold Prospect:

Reminders for Call:












GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>>. I’m a Customer Care Representative here at Mercedes-Benz of <<Dealership Name>>. I’m calling to follow-up on your recent visit to our <<Dealership/website>> on <<visit day/date>>. Your satisfaction will always be our top priority. I want to make sure your experience with us meets or exceeds your expectations. How are we performing?

Ø If positive comment: [TO APPOINTMENT SETTING]

Ø If negative comment: [TO SITUATION PROBE]

APPOINTMENT SETTING

Terrific! A great way to continue with your decision-making process is to schedule a date and time for you to come in to meet <<Sales Representative Name>> your Sales Representative. I can set that up for you right now. Would <<Appointment Date/Time A>> or << Appointment Date/Time B>> be better for you?


Ø If rejects appointment: [TO RE-ATTEMPT]

Ø If proposes a different time: [Continue] Let me check…



I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What w o u l d w o r k b e s t f o r y o u ? [Continue process until time selected, then TO APPOINTMENT CLOSE]




APPOINTMENT CLOSE


RE-ATTEMPT

Mr./Ms. , as you may be aware, our vehicle inventories change daily due to sales and incoming shipments. This could affect the availability of the vehicle you are interested in. May I suggest we schedule a time in the next couple of days for you to meet with <<Sales Rep Name>> and review your needs at that time?


Ø If “No”: [TO NO APPOINTMENT CLOSE]


Thank you for your time today. I hope you will give us the opportunity to serve you in the future. I’ve made a note to check back with you, or you can contact us anytime at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you again here at Mercedes-Benz of <<Dealership Name>>. Have a great day.

SITUATION PROBE

If Prospect has fully explained situation: Mr./Ms. , I apologize for any inconvenience. Perhaps I can help. [TO RESOLUTION]

If Prospect has not fully explained situation: Mr./Ms. , I apologize for any inconvenience. Please tell me more about the situation and perhaps I can help. [TO RESOLUTION]

RESOLUTION

Customized dialogue to resolve Customer’s question or concern, for example: Mr./Ms. , I’m sorry you [e.g., weren’t able to find driving directions to the Dealership on the website]. I will pass that along and make sure it’s easier to locate that information online. In the meantime, I can give you directions right now and schedule an appointment. Would you like to do that?

Ø If Customer willing to schedule: [TO APPOINTMENT SETTING]

Ø If Customer unwilling to schedule: [TO NO APPOINTMENT CLOSE]








That’s fine. I’ll try reaching (him/her) at a more convenient time. Thank you for your time.



DNC CLOSE

Mr./Ms. we will gladly remove your name from our list and add you to our Do Not Call File. If you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE


Mr./Ms. _ , thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




5. Outbound Courtesy Call with Survey Script

Call Purpose:

Support Mercedes-Benz commitment to on-going Customer touchpoints along the customer journey with a follow-up call to new buyers which (a) provides an opportunity to resolve any concerns or issues Customer may have, (b) serves as a courtesy touchpoint with Customer, and (c) reminds them of Initial Buyer’s Survey they will receive in the mail.


The goal is for the Dealership to make contact with the Customer a few days prior to their receiving the Mercedes-Benz Initial Buyers’ Survey. When that is not possible, the MB-BDC will assist.

Outbound Courtesy Call:

Reminders for Call:


Ø Be polite and friendly. Some people may be hostile to any outbound call; emphasize that this is a courtesy call not a sales call.

Ø Listen to the tone and pace of the Customer’s voice; mirroring these factors builds rapport









GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>>. I’m a Customer Care Representative (CCR) here at Mercedes-Benz of <<Dealership Name>>, calling on behalf of <<Sales Representatives Name>> regarding your <<Vehicle Delivered>>; I’d like to make sure everything during and since your delivery is to your satisfaction [Pause for Customer comment].

Ø If “Yes” or positive comment: [TO POSITIVE CLOSE]

Ø If “No” or negative comment: [TO SITUATION PROBE]

POSITIVE CLOSE

I’m glad you’re enjoying your new <<Vehicle Delivered>>! Is there anything else I can help you with today?

Ø If “No”: [Continue]

Ø If “Yes”: [TO SITUATION PROBE]

Okay. I’d also like to quickly remind you <<Dealer Spotlight Topic>>. Possible Dealer Spotlight Topics [these could be modified weekly/monthly or be aligned to different types of Customers (lease/buy, new/pre-owned, first time/returning)]:

. . . that our service center is open seven days a week with appointments as early as 7:00 a.m. and as late as 9:00 p.m.

. . . that we will be hosting a special champagne brunch for new <<vehicle delivered>> Customers on Sunday March 2nd. It should be a great event, so watch for your invitation in the mail.




. . . by the way, we will contact you in the near future concerning your first service/open house.

At Mercedes-Benz of <<Dealership Name>>, your satisfaction is our top priority. As <<Sales Representative’s First Name>> may have mentioned to you, you will receive a survey from Mercedes-Benz in the next few days regarding your purchase experience with us. We hope you will please take the time to respond completely and to return it to Mercedes-Benz. The information you share allows us to continuously improve our service to you. Again, if we can be of service, please contact us at <<MB-BDC phone #>>. Thank you for your business and welcome to the Mercedes-Benz of <<Dealership Name>> family!

SITUATION PROBE

If Customer has fully explained situation: Mr./Ms. _______ , I apologize for any inconvenience. Perhaps I can help. [TO RESOLUTION]

If Customer has not fully explained situation: Mr./Ms. ______ , I apologize for any inconvenience. Please tell me more about the situation and perhaps I can help. [TO RESOLUTION]

RESOLUTION

Customized dialogue to resolve Customer’s question or concern, for example: There are written instructions on <<issues, e.g., resetting radio stations>> in your Owner’s Manual. If you’d like to carry your cordless phone into your garage we can work through it together.

Ø If yes: Okay, look on page <<number>>.

Ø If no: Do you have your Owner’s Manual nearby? Let’s look it up together to be sure you find the information you are looking for. Yes, look on page <<number>>. . .

Ø If CCR able to resolve issue: [TO RESOLVED CLOSE]

Ø If CCR unable to resolve issue: [TO UNRESOLVED CLOSE]

RESOLVED CLOSE

I’m glad I was able to help, Mr./Ms. . If you have any other questions or concerns, please contact us at <<MB-BDC phone #>>. As <<Sales Representative’s First Name>> may have mentioned to you, you will receive a survey from Mercedes-Benz in the next few days regarding your purchase experience with us. We hope you will please take the time to respond completely and to return it to Mercedes-Benz. The information you share allows us to continuously improve our service to you. Again, if we can be of service, please contact us at <<MB-BDC phone #>>. Thank you for your business and welcome to the Mercedes-Benz of <<Dealership Name>> family!




UNRESOLVED CLOSE

I’m sorry we were not able to resolve this issue today, Mr./Ms. . I will <<follow-up action>>.

If you have any other questions or concerns, please contact us at <<MB-BDC phone #>>. As <<Sales Representative’s First Name>> may have mentioned to you, you will receive a survey from Mercedes-Benz in the next few days regarding your purchase experience with us. We hope you will please take the time to respond completely and to return it to Mercedes-Benz. The information you share allows us to continuously improve our service to you. Again, if we can be of service, please contact us at <<MB-BDC phone #>>. Thank you for your business and welcome to the Mercedes-Benz of <<Dealership Name>> family!

Possible Follow-Up Actions:

Ø Research and call you back by

Ø Forward your concerns to <<Sales Representative Name>> and have him/her call you back immediately.








DNC CLOSE


COURTESY CLOSE


Mr./Ms. _______ , thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




Call Purpose:

Assign a new Sales Representative, or BDC Customer Care Representative (CCR) to any “Orphaned Owners” whose original Sales Representative is no longer with Dealership.


Within 30 Days of Sales Representative Change

Outbound Orphaned Owner Call:

Reminders for Call:









6. Outbound Orphaned Owner Call Script




GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>>. I’m a Customer Care Representative here at Mercedes-Benz of <<Dealership Name>>. I am calling on behalf of our <<Dealer or GM>>, <<Dealer or GM Full Name>> to let you know that your original Sales Representative << Sales Representative Name>> is no longer employed with us. To ensure continuity and to fulfill your expectation of great service, we have assigned another Sales Representative. Going forward, <<New Sales Representative Name>> will monitor your Ownership Experience and will be available to you as needed. OK?

Ø If Customer asks about old representative: [TO PRIVACY STATEMENT]

Ø If Customer does not respond or says “OK”: [TO ORPHANED OWNER CLOSE]

PRIVACY STATEMENT

Due to privacy guidelines, I cannot discuss the specifics; however, we did want you to hear about the change as soon as poss ib le . [TO ORPHANED OWNER CLOSE]

ORPHANED OWNER CLOSE

At Mercedes-Benz of <<Dealership Name>>, your complete satisfaction is our top priority. If you have any questions, please call <<New Sales Representative Name>> at <<MB-BDC#>>. <<He/She>> is looking forward to working with you. Thanks for your time and your business. Good-bye.











DNC CLOSE

Mr./Ms. ,we will gladly remove your name from our list and add you to our Do Not Call File. If you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE


Mr./Ms. ___ , thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




7. Outbound Lease Maturation Ca ll Script

Call Purpose:

To follow-up on the lease maturation letter that the Dealership sent the Customer and set appointment for pre- inspection, which gives the Customer and the Dealership opportunities to understand what options exist that are mutually beneficial. And, to put the Customer at ease, rather than have the Dealership intercede after the Customer has possibly made their lease-end decisions.


In concert with the defined process for lease maturation from Mercedes-Benz Credit, each Dealership should also have a defined lease maturation Process that begins 180 days from lease maturation. The Business Development Manager and the Sales Managers must fully communicate as to existing programs that affect lease-end options for the Customer and be able to properly communicate those options to the Customer.

Outbound Lease Maturation:

Reminders for Call:






Ø Set accurate and reasonable expectations if any follow-up contact is required (e.g., during “Unresolved Close”). - Genuinely thank the Customer for their time and business.





GREETING

Good (Morning/Afternoon), may I please speak with Mr./Ms. <<Customer Name>>? Ø If “Yes” Available: [TO INTRODUCTION] Ø If “No” Unavailable: [TO GATEKEEPER RESPONSES] Ø If requests Do Not Call: [TO DNC CLOSE] Ø If call ends abruptly at any point: [TO COURTESY CLOSE]

INTRODUCTION

Hello, Mr./Ms., this is <<First and Last Name>> with Mercedes-Benz of <<Dealership Name>>. We recently sent you a letter about your current lease, which is maturing in the near future. The reason for my call today is to offer you a pre-inspection appointment.

During this appointment, you’ll learn more about your options at lease-end. This information will help you decide whether you prefer to lease another new Mercedes-Benz, purchase your current vehicle, or choose another option. We’ll also let you know what obligations, if any, you may incur with Mercedes-Benz Credit based on vehicle condition and mileage at lease-end.

Mr./Mrs. ______ , I can set up an appointment for you right now. Would <<Appointment Date/Time A>> or << Appointment Date/Time B>> be better for you?


Ø If wants to delay appointment: [TO SCHEDULED FOLLOW-UP CLOSE]


Let me check…



I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What w o u l d w o r k b e s t f o r y o u ? [Continue process until time selected, then TO APPOINTMENT CLOSE]

APPOINTMENT CLOSE

Excellent! You are confirmed for <<selected appointment time and date>>. When you arrive, just ask for << Pre-Owned Vehicle Sales Manager’s Name>>, our Pre-Owned Vehicle Sales Manager. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you [next week/tomorrow/next month]. Good-bye.




SCHEDULED FOLLOW-UP CLOSE

OK. I have made a note in our system to give you a follow-up call in <<appropriate days for maturation cycle, e.g. 60, 30, 10>> days. If you have any questions before then, Mr./Ms. , please feel free to contact us at <<MB-BDC phone #>>. Thank you for your time today; have a great day.

REBUTTAL & REATTEMPT

Many Customers find the pre-inspection appointment to be a valuable step in their decision-making process. Would it be OK, Mr./Mrs. , if I make a notation to check back with you in <<appropriate days for maturation cycle, e.g. 60 , 30 , 10>> days?

Ø If Customer accepts callback: [TO SCHEDULE FOLLOW-UP CLOSE]

Ø If Customer rejects callback: [TO NO APPOINTMENT CLOSE]


I’m sorry you won’t be coming in to visit us, Mr./Ms. . As you consider your lease-end options, please feel free to contact us any time at <<MB-BDC phone #>>. Thank you for your time today.







There’s no message,. I’ll try reaching (him/her) at a more convenient time. Thank you for your time. If you have questions about this call, please call <<800#>>. Good-bye.

DNC CLOSE


COURTESY CLOSE






8. Inbound Service Appointment Call Script

Call Purpose:

Respond to inbound caller’s request for service appointment; capture details of current symptoms; set appointment within system.


As required based on inbound Customer inquiry.

Inbound Service Appointment:

Reminders for Call:

Ø Establish rapport by the enthusiastic, confident, sincere and helpful manner in which you represent yourself.




Ø Set accurate and reasonable expectations.






GREETING

Thank you for calling Mercedes-Benz of <<Dealership Name>>, my name is <<First and Last Name>>. How may I be of service? Customer asks for a service appointment.

IDENTIFY VEHICLE

Mr./Mrs. _____ , in order to access your records may I have your full name? Look up Customer information in DMS system, then verify vehicle:

If single listed vehicle in DMS: OK, just to confirm, that’s a <<year and model>>, correct?

If multiple listed vehicles in DMS: Mr./Mrs. _______, is it the <<year and model>> that needs service or the <<year and model>>?

IDENTIFY SERVICE CYCLE

Establish if request is regularly scheduled service visit; case-specific dialogue, for example: Mr. Jones, our service records indicate you had your ‘A’ service performed last year. Is this visit for your ‘B’ service as indicated by the Flexible Service System indicator in your display?

IDENTIFY SERVICE SYMPTOMS

Establish symptoms; Case-specific dialogue, for example: Mr. Jones, you mentioned you hear a noise in the rear. Can you tell me under what conditions the noise typically occurs, such as vehicle speed, road conditions, hot or cold, etc.?

Capture Customer comments in ‘Notes’ section of appointment making function.

CCR CASE -SPECIFIC FOLLOW UP-

Reviews Labor Operation Codes for service and noise, vibration, handling diagnosis time and enters into service appointment making function in DMS system to assess time required versus time available.




APPOINTMENT SETTING

Great, I have the necessary information I need to set a time for your service. Would <<Appointment Date/Time A>> or <<Appointment Date/Time B>> work better for you?

Ø If accepts appointment: [TO SERVICE APPOINTMENT CLOSE]


Customer Care Representative (CCR) reviews Appointment System Log and tries to accommodate the Customer time. CCR notes which Service Advisor/ASM the Customer usually works with and if a time is available, offers that time. The intent of suggesting a time outside of peak hours (7:30 a.m. to 9:30 a.m.) is to reduce the number of Customers such as this, that must arrive at this time and to increase the amount of time the Service Advisor/ASM has with each Customer.

Let me check…

Ø If Customer’s proposed time is available: [TO SERVICE APPOINTMENT CLOSE]


I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What w o u l d w o r k b e s t f o r y o u ? [Continue process until time selected, then TO SERVICE APPOINTMENT CLOSE]

SERVICE APPOINTMENT CLOSE

You are confirmed for <<selected appointment time and date>>. Mr./Mrs. , can we assist you with a courtesy ride on that day? <<Dealer options, e.g.: “We have a shuttle that leaves on the half-hour.”>> Will that be satisfactory?

CCR notes Customer need or expectations for alternate transportation.

Great. When you arrive, just ask for <<Service Advisor/ASM>>, and [he/she] will take care of you. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you <<date/time>>. Good-bye.

CCR CALL FOLLOW UP

The CCR enters appointment information into appointment making system with proper operation codes to block necessary shop time. Reference the Mercedes-Benz Operations Guidelines for Service and Parts for additional detail and insight into the Service Appointment Making Process.

(Reference the Mercedes-Benz Operations Guidelines for Service and Parts: Sections 4.2 and the Service Appointment Making Process Map in Section 4.12)




Call Purpose:

Remind Customers of upcoming service appointment to increase adherence. Additionally each call supports Mercedes-Benz commitment to on-going Customer contact along the customer journey by working to (a) resolve any concerns or issues Customer may have and (b) provide a courtesy touchpoint with Customer.


Customers with upcoming service appointments should be contacted the preceding business day to confirm or reschedule. Outbound Service Appointment Confirmation:

Reminders for Call:









9. Outbound Service Appointment Confirmation Ca l l Script




GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>>. I’m a Customer Care Representative here at Mercedes-Benz of <<Dealership Name>>. I’m calling to confirm your service appointment with <<Service Advisor/ASM>> on <<appointment time and date>>.




SCHEDULE OPTIONS

We certainly value your time and would like to reschedule to a time that is more convenient for you. Would <<Alternative Time A>> or <<Alternative Time B>> be better for you?

Ø If accepts new time: [TO NEW APPOINTMENT CLOSE]


Let me check…

Ø If Customer’s proposed time is available: [TO NEW APPOINTMENT CLOSE]


I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What w o u l d w o r k best for you? [Continue process until time selected, then TO NEW APPOINTMENT CLOSE]

NEW APPOINTMENT CLOSE

Excellent! I’ve made the change to <<Service Advisor/ASM>>’s calendar, and you are confirmed for <<selected appointment time and date>>. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. We appreciate the opportunity to serve you and look forward to seeing you [next week/tomorrow/next month]. Good-bye.




CONFIRMATION CLOSE

Excellent! Mr./Ms. , Thank you for your time today, and we look forward to seeing you on << appointment time and date>>. When you arrive, just ask for <<Service Advisor/ASM Name>>. If you have any questions before then, please feel free to contact us at <<MB-BDC phone #>>. Have a great day!

CCR CALL FOLLOW-UP


SITUATION PROBE

If Customer has not fully explained the reason for canceling appointment: Mr./Ms. , your satisfaction is our top priority here at Mercedes-Benz of <<Dealership Name>>. Is there a particular reason you’ve decided not to come in?

If Customer has fully explained the reason for canceling appointment: Mr./Ms. , I apologize for any inconvenience . [TO RESOLUTION & RE-ATTEMPT]


Customized dialogue to resolve Customer’s question or concern, for example: Mr./Ms. , if you need alternative transportation the day of your service, we can arrange for that [follow Dealer-specific guidelines]. In fact, I can set that up right now and reschedule your appointment. Would you like to do that?



CANCEL CLOSE

I’m sorry you won’t be coming in to visit us, Mr./Ms. . I’ve made a note of your concern, and I want you to know we take Customer comments very seriously. I hope you will give us the opportunity to serve you in the future, and you can contact us any time at <<MB-BDC phone #>>. Thank you for your time today.











DNC CLOSE

Mr./Ms. ______,we will gladly remove your name from our list and add you to our Do Not Call File. If you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE






10. Outbound Service Appointment No Show Ca ll Script

Call Purpose:

Establish a new service appointment for missed appointments in a timely manner. Additionally each call supports Mercedes-Benz commitment to on-going Customer contact along the customer journey by working to (a) resolve any concerns or issues Customer may have and (b) provide a courtesy touchpoint with Customer.


Customers with missed service appointments should be contacted the following business day to reschedule.

Outbound Service Appointment No Show:

Reminders for Call:












GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>> with Mercedes-Benz of <<Dealership Name>>. We’re sorry we missed you for your service appointment on <<appointment time and date>>. We value your time and would like to reschedule for a time that is more convenient for you. Would <<Alternative Time A>> or <<Alternative Time B>> be better for you?


Ø If accepts alternative time: [TO CONFIRMATION CLOSE]


SCHEDULE OPTIONS

Let me check…

Ø If Customer’s proposed time is available: [TO CONFIRMATION CLOSE]


I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What would work best for you? [Continue process until time selected; then TO CONFIRMATION CLOSE]

CONFIRMATION CLOSE





CUSTOMER CARE REPRESENTATIVE CALL FOLLOW-UP

Enter appointment information into appointment making system with proper operation codes to block necessary shop time. Reference the Mercedes-Benz Operations Guidelines for Service and Parts for additional detail and insight into the Service Appointment Making Process.


SITUATION PROBE

Mr./Ms. _______ , we value your time and your business is important to us. May I ask was there anything in particular that prevented you from making your appointment? [Pause for Customer comment, go to resolution and re-attempt]


Customized dialogue to resolve Customer’s question or concern, for example: Mr./Ms., if you need alternative transportation the day of your service, we can arrange for that [follow Dealer-specific guidelines]. In fact, I can set that up right now and reschedule your appointment. Would you like to do that?



CANCEL CLOSE

I’m sorry you won’t be coming in for your service, Mr./Ms. _ . I hope you will give us the opportunity to serve you in the future, and you can contact us any time at <<MB-BDC phone #>>. Thank you for your time today.





Who’s calling?/What is this about? This is <<First and Last Name>> and this is not a sales call. This is a courtesy call from Mercedes-Benz of <<Dealership Name>>, is Mr./Ms. available?





DNC CLOSE


COURTESY CLOSE



DNC Close

Customer Available? Gatekeeper Response No Yes




11. Outbound Service Vehicle Sta tus Call Script

Call Purpose:

Let Customers know when service or repair work is complete and when their vehicle will be

available for pick-up.


Day of service; best case: within 4 hours of expected service completion.

Outbound Service Vehicle Status Call:

Reminders for Call:












GREETING






INTRODUCTION

Hello, Mr./Ms., my name is <<First and Last Name>> with Mercedes-Benz of <<Dealership Name>>. I am calling on behalf of <<Service Advisor/ASM Name>> to let you know your vehicle is ready for pick-up <<date or “this afternoon”>> after <<pickup time>>.

Ø If Customer asks about status of repair: [TO RECAP WORK]

Ø If Customer does not respond or says “OK”: [TO SERVICE STATUS CLOSE]

RECAP WORK

Provide a quick recap of the work that was complete, its status under warranty, and other key details. For example:

Mr. Jones, our records indicate that the ‘B’ service is covered under the Mercedes-Benz Maintenance Commitment and your noise was diagnosed as a loose suspension bolt that was replaced under factory warranty.

(Reference the Mercedes-Benz Operations Guidelines for Service and Parts: Section 4.7 and the After Service Delivery Process Map in Section 4.12). [TO SERVICE STATUS CLOSE]

SERVICE STATUS CLOSE

At Mercedes-Benz of <<Dealership Name>>, your complete satisfaction is our top priority. When you arrive, please see <<Service Advisor/ASM Name>>, as I am sure <<he/she>> will want to speak to you. Thank you for your business, and we’ll see you <<this afternoon, tomorrow, etc>>.





Who’s calling?/What is this About?






DNC CLOSE


COURTESY CLOSE

Note: Required by law if Customer abruptly ends call at any point after Mercedes-Benz has been identified: Mr./Ms. , thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




12. Outbound Special Order Parts Appointment Call Script

Call Purpose:

Let Customers know when Special Order Parts (SOP) are available for pick-up or installation.


MB-BDC receives daily report (electronic or paper-based) from the Parts Manager as to SOP parts that are in and need installation. Outbound calls should be initiated each day.

Outbound SOP Appointment Call:

Reminders for Call:












Ø GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>> with Mercedes-Benz of <<Dealership Name>>. I’m calling to let you know that parts ordered for your vehicle have arrived and we need to set an appointment for installation. Would <<Alternative Time A>> or <<Alternative Time B>> be better for you?

Ø If accepts date/time: [TO SOP APPOINTMENT CLOSE]


Let me check…

Ø If Customer’s proposed time is available: [TO SOP APPOINTMENT CLOSE]


I’m sorry, that time is not available, but we have openings [later that afternoon/the following morning, etc]. What would work best for you? [Continue process until time selected, then TO SOP APPOINTMENT CLOSE]

SOP APPOINTMENT CLOSE

Excellent! You are confirmed for <<selected appointment time and date>>. Mr./Mrs. ____________ ,

will you need a courtesy ride on that day? <<Dealer options, e.g.: “We have a shuttle that leaves on the half-hour.”>> Will that be satisfactory? Customer Care Representative (CCR) notes Customer need or expectations for alternate transportation.

We appreciate the opportunity to serve you and look forward to seeing you [next week/tomorrow/next month]. If you have any questions before then, please feel free to contact us at <<MB -BDC phone #>>. Good-bye.




CCR CALL FOLLOW UP

The CCR enters appointment information into DMS appointment making function with proper operation codes to block necessary shop time. Reference the Mercedes-Benz Operations Guidelines for Service and Parts for additional details and insight into the Service Appointment Making Process Map.

(Reference the Mercedes-Benz Operations Guidelines for Service and Parts: Section 4.2 and the Service Appointment Making Process Map in Section 4.12)



This is <<First and Last Name>> and this is not a sales call. This is a Courtesy call from Mercedes-Benz of <<Dealership Name>>, is Mr./Ms._______________ available?





DNC CLOSE

Mr./Ms., we will gladly remove your name from our list and add you to our Do Not Call File. If

you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE


Mr./Ms. ___, thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




13. Outbound After Service Call Script

Call Purpose:

Support Mercedes-Benz commitment to on-going Customer touchpoints along the customer journey with a timely, after-service follow-up call to (a) resolve any concerns or issues Customer may have and (b) provide a courtesy touchpoint with Customer.


The goal is for the Dealership to make contact with the Customer within 2 days. When that is not possible, the MB-BDC will assist.

Outbound After-Service Call:

Reminders for Call:












GREETING






INTRODUCTION

Hello, Mr./Ms. _________________ , This is <<First and Last Name>>. I’m with Mercedes-Benz of <<Dealership Name>>. Our records indicate your <<vehicle>> was in for service <<#days>> days ago, and I am calling to make sure everything was to your satisfaction. [Pause for Customer comment]

Ø If “Yes” or positive comment: [TO POSITIVE CLOSE]


POSITIVE CLOSE

Terrific! Is there anything else I can help you with today?

Ø If “No”: [Continue]

Ø If “Yes”: [TO SITUATION PROBE]

If I can take just one more moment of your time, I’d also like to quickly remind you <<Dealer Spotlight Topic>>. Possible Dealer Spotlight Topics [these could be modified weekly/monthly or be aligned to different types of Customers (lease/buy, new/pre-owned, first time/returning)]:

Ø . . .that our service center is open seven days a week with appointments as early as 7:00 a.m. and as late as 9:00 p.m.

Ø . . .that we will be hosting a special champagne brunch for new <<vehicle delivered>> Customers on Sunday March 2nd. It should be a great event, so watch for your invitation in the mail.

Ø . . .that Mercedes-Benz of <<Dealership Name>> was recently awarded the top service award for all of <<Sample>> City because…

Ø At Mercedes-Benz of <<Dealership Name>>, your satisfaction is our top priority. If at any time, you need anything at all, please feel free to contact us at <<MB-BDC phone #>>. We will be happy to assist you. Thank you for your business and have a great day.




SITUATION PROBE

If Customer has fully explained situation: Mr./Ms. , I apologize for any inconvenience. Perhaps I can help. [TO RESOLUTION]

If Customer has not fully explained situation: Mr./Ms. , I apologize for any inconvenience. Please tell me more about the situation and perhaps I can help. [TO RESOLUTION]

RESOLUTION

Customized dialogue to resolve Customer’s question or concern, for example:

Customer requires a new service appointment to correct problem and to arrange alternate transportation. Customer Care Representative (CCR) coordinates courtesy vehicle and calls the Customer back with approximate time for pickup. CCR then follows through on alternate transportation delivery and prompts a ‘Hot Sheet’ report that is transmitted to the Business Development Manager (BDM) and the Service Manager immediately to notify them of the issue.

Based on Dealership Policy, CCR or Service Advisor/ASM follow-up with Customer and tracks vehicle repair, calls Customer back upon completion and coordinates either Customer pickup or vehicle re-delivery to Customer based on Dealership policy. BDM follows-up with Service Management to ensure resolution occurs.

(Reference the Mercedes-Benz Operations Guidelines for Service and Parts: Sections 4.8 After Service Delivery, 4.9 After Service Follow-up Process and the After Service Follow-up Process Map in Section 4.12).

If CCR able to resolve issue: [TO RESOLVED CLOSE]

If CCR unable to resolve issue: [TO UN RESOLVED CLOSE]

RESOLVED CLOSE

I’m glad I was able to help, Mr./Ms. . If you have any other questions or concerns, please contact us at <<MB-BDC phone #>>. We will be happy to assist you. We appreciate your business and are pleased to have you in the Mercedes-Benz of <<Dealership Name>> family.

UNRESOLVED CLOSE

I’m sorry we were not able to resolve this issue today, Mr./Ms. ________ . I will <<follow-up action>>. If you have any other questions or concerns, please contact us at <<MB-BDC phone #>>. We will be happy to assist you. We appreciate your business and are glad to have you in the Mercedes-Benz of <<Dealership Name>> family.

Possible Follow-Up Actions: Research and call you back by ____________________________________ Forward your concerns to <<Service Manager Name>> and have him/her call you back immediately.











DNC CLOSE


COURTESY CLOSE


Mr./Ms., thank you for your time. If you have any questions about this call, please call <<800#>>. Have a nice (day/evening). Good-bye.




14. Outbound SES Survey Follow-up Call Script

Call Purpose:

Support Mercedes-Benz commitment to on-going Customer touchpoints along the customer journey with a timely, after-delivery follow-up call to (a) resolve any concerns or issues Customer may have and (b) provide a courtesy touchpoint with Customer.


The goal is for the Dealership to make contact with the Customer within 3 to 5 days of the service visit for an After Service Follow-up Call. The SES Survey call is generally 2 to 4 weeks after the service visit. The SES Survey is generated based on a warranty repair within 2 years of vehicle delivery. (See your CRI website for additional details on survey timing) When that is not possible, the MB-BDC will assist.

Outbound SES Survey Call:

Reminders for Call:

Ø Establish rapport by the enthusiastic, confident, sincere, and helpful manner in which you represent yourself











GREETING






INTRODUCTION

Hello, Mr./Ms. , my name is <<First and Last Name>> with Mercedes-Benz of <<Dealership Name>>. The purpose of my call is to let you know that in the next few days you will receive a survey from Mercedes-Benz USA regarding your recent service experience with us. When you receive the survey, we ask that you fill it out completely and return it to Mercedes-Benz USA. This survey lets us know how we are doing and serves as a “report card” for our Customer service performance. I hope we can count on you to fill it out and send it back. [Pause for Customer comment]

Ø If “Yes” or positive comment: [TO POSITIVE CLOSE


POSITIVE CLOSE

Mr./Mrs.___________________ , I’d also like to quickly remind you <<Dealer Spotlight Topic>>

Possible Dealer Spotlight Topics [these could be modified weekly/monthly or be aligned to different types of Customers (lease/buy, new/pre-owned, first time/returning)]:

. . .that our Service Department is open seven days a week with appointments as early as 7:00 a.m. and as late as 9:00 p.m.

. . .that we will be hosting a special champagne brunch for new <<vehicle delivered>> Customers on Sunday March 2nd. It should be a great event, so watch for your invitation in the mail.

. . .that Mercedes-Benz of <<Dealership Name>> was recently awarded the top service Dealership award for all of Sample City because…

Thank you for your time and your business. Good-bye!




SITUATION PROBE

If Customer has fully explained situation: Mr./Ms. _______ , I apologize for any inconvenience. Perhaps I can help. [TO RESOLUTION]

If Customer has not fully explained situation: Mr./Ms. ______ , I apologize for any inconvenience. Please tell me more about the situation and perhaps I can help. [TO RESOLUTION]

RESOLUTION

Case-specific dialogue about Customer’s concerns. Some may be resolvable during calls; others will require follow-up action

If Customer Care Representative (CCR) able to resolve issue during call: [TO RESOLVED CLOSE]

If CCR unable to resolve issue: [TO UNRESOLVED CLOSE]

RESOLVED CLOSE

I’m glad I was able to help, Mr./Ms. _! If I may also remind you to fill out and return the Mercedes-Benz survey. We appreciate your business and please let us know how we may be of further service or if you have any concerns. Have a great day! Good-bye.

UNRESOLVED CLOSE

Make good notes regarding Customer concerns and generate a ‘Hot Sheet’ outlining concerns to provide to Business Development Manager and Service Manager for immediate action: Mr./Mrs. , I will respond to you just as soon as I have coordinated the steps necessary to have these concerns addressed and resolved. What is the most effective way to reach you today? Capture Contact information for follow-up:

Thank you. I will call you back as soon as possible.

CCR FOLLOW-UP

Call Customer with steps to be taken (i.e., pick up Customer’s vehicle, take a courtesy vehicle to the Customer, offer some form of restitution, etc.).

CCR works closely with the Business Development Manager and Service Manager to have concerns addressed in an expeditious manner and follows up thoroughly to ensure Customer satisfaction.

Remember, the Dealership actually has an opportunity to increase Customer loyalty by performing well under these circumstances. The Customer is looking for help and when you can resolve their concerns, they are more likely to become an advocate for the Dealership than someone that just has everything go OK.





Who’s calling?/What is this About?






DNC CLOSE

Mr./Ms. ,we will gladly remove your name from our list and add you to our Do Not Call File. If you should have any other concerns you can contact us at <<800#>>. I apologize for the inconvenience. Thank you and good-bye.

COURTESY CLOSE


Mr./Ms. _________ , thank you for your time. If you have any questions about this call, please call <<800#>>.

Have a nice (day/evening). Good-bye.

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