Call detail

← All calls

Zach · inbound

Aug 10, 2026 8:56 AM EDT · 2:30 · Kennesaw · Ext 101 · Imported · answered

+14045550144 → +17707637179

Yellow · fine-tuneImport calls

Transcript

Advisor: Thank you for calling Chloe's Auto Repair, this is Zach, how can I help you today?
Customer: Hi, how much is an oil change for a 2018 Honda Accord?
Advisor: Great question. Pricing depends on the oil type and filter, so the best next step is to have one of our ASC certified technicians look at the vehicle and recommend the right service. Are you looking to book something this week?
Customer: Yeah, maybe Saturday.
Advisor: I can do Saturday at 8:30 or 11:00. Which works better?
Customer: 8:30.
Advisor: Perfect — Saturday at 8:30 for your 2018 Accord oil change inspection and service recommendation. Can I get your name and mobile number for the reminder text?
Customer: Mike Torres, 404-555-0144.
Advisor: Thanks Mike. You're all set for Saturday 8:30. Is there anything else I can help with today?
Customer: Nope, that's it.
Advisor: Awesome, drive safe and we'll see you Saturday!

Manager follow-up

open · normal priority

After the customer asks about pricing, respond with: 'I'd be happy to help you with that. May I ask what kind of symptoms or conditions you're experiencing with your vehicle?' · Allow the customer to fully explain their needs before moving on to scheduling an appointment. · Use follow-up questions to gather more information about the customer's vehicle issues, such as: 'When did it start?' or 'Are there any warning lights on?'

Rubric score

76

Inbound Sales Inquiry

Classified as Sales inquiry (90%) — The advisor is providing information about service pricing and booking an appointment for an oil change.

ZachimportedSales inquiry

Rubric breakdown

SERVICE ADVISOR10/100 · 12%

The greeting was good, but did not include 'Chloe's Auto Repair & Tire'.

If the customer asks:12/100 · 12%

The advisor correctly identified the customer's inquiry.

Do NOT immediately quote a price.12/100 · 12%

The advisor did not quote a price immediately, which is correct.

I'd be happy to help you with that. May I …0/100 · 12%

The advisor did not ask about symptoms or conditions before discussing scheduling.

Allow the customer to fully explain.0/100 · 16%

The advisor did not allow the customer to fully explain their needs.

Summary & coaching

The Service Advisor provided a good greeting and attempted to schedule an appointment, but missed key elements of the training script by not fully exploring the customer's concerns before discussing scheduling.

  • After the customer asks about pricing, respond with: 'I'd be happy to help you with that. May I ask what kind of symptoms or conditions you're experiencing with your vehicle?'
  • Allow the customer to fully explain their needs before moving on to scheduling an appointment.
  • Use follow-up questions to gather more information about the customer's vehicle issues, such as: 'When did it start?' or 'Are there any warning lights on?'
  • Avoid jumping straight to scheduling without first confirming the customer's concerns.

Call flow timeline

  1. 8:56:07

    answer

    inbound call captured (imported recording/transcript)