Transcript

Advisor: Thank you for calling Chloe's Auto Repair Dallas, this is the softphone test desk, how can I help you today?
Customer: Hi, I need an appointment for an oil change and I heard a noise in the front end.
Advisor: Absolutely — I can help with that. Can I get your name and the best callback number?
Customer: Sure, this is a test caller.
Advisor: Great. What year, make, and model is the vehicle?
Customer: 2018 Honda CR-V.
Advisor: Perfect. We have openings tomorrow morning or Thursday afternoon. Which works better?
Customer: Tomorrow morning works.
Advisor: You're set for tomorrow at 9 AM for an oil change and a front-end noise inspection. We'll text a confirmation. Is there anything else I can help with today?
Customer: That's all, thanks.
Advisor: Thank you for choosing Chloe's — drive safe and we'll see you tomorrow.

Manager follow-up

Rubric score

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Not scored · Appointment management

Classified as Appointment management (100%) — The advisor is scheduling an appointment for an oil change and a front-end noise inspection.

Rubric breakdown

Summary & coaching

Appointment management inbound call — not scored against the sales/DVI rubric.

• Confirm the appointment change clearly (day/time/vehicle) and read it back.

Call flow timeline

1. 2:30:08

   answer

   inbound call captured (imported recording/transcript)