Transcript

Advisor: Thank you for calling Chloe's Auto Repair, this is Zach, how can I help you today?
Customer: Hi, my 2019 Camry is making a grinding noise when I brake.
Advisor: I'm sorry you're dealing with that. For safety we should have one of our ASC certified technicians inspect the brakes. What day works for you?
Customer: Tomorrow morning if possible.
Advisor: I can get you in tomorrow at 9am. Can I get your name and a callback number?
Customer: Sarah Johnson, 770-555-0199.
Advisor: Perfect Sarah, you're booked tomorrow at 9 for a brake inspection on the 2019 Camry. We'll text a reminder. Is there anything else I can help with?
Customer: That's it, thanks.
Advisor: Awesome, we'll see you tomorrow. Drive safe!

Manager follow-up

No coaching follow-up queued for this call.

Rubric score

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Not scored · Appointment management

Classified as Appointment management (100%) — The advisor is scheduling an appointment for a brake inspection based on the customer's issue.

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. 8:51:52

   answer

   inbound call captured (imported recording/transcript)