Call detail

← All calls

Zach · outbound

Aug 10, 2026 9:30 AM EDT · 4:00 · Kennesaw · Ext 101 · Imported · answered

+17707637179 → +17705550188

Yellow · fine-tuneImport calls

Transcript

Advisor: Hi Mrs. Patel, this is Zach from Chloe's Auto Repair. I'm calling about your 2018 Toyota Camry on repair order 353745511 — we finished the digital vehicle inspection.
Customer: Hi Zach, thanks for calling.
Advisor: Of course. I'll walk you through the findings using our green, yellow, and red priorities so it's easy to follow. On the green side, your cabin filter and wiper blades look good — no action needed there.
Customer: Okay.
Advisor: In yellow, the engine oil is due soon and the front brake pads are getting thin — not an emergency today, but we recommend scheduling them soon. In red, for safety: the front brake rotors are scored and the pads are under 2 millimeters. That's a safety item we recommend doing today before you leave.
Customer: How much for the brakes?
Advisor: For the brake job with pads, rotors, and hardware on RO 353745511, the estimate is $780. The oil service we can hold for now if you prefer. I recommend approving the brakes today for safety. Can I get your approval to move forward on the brake job?
Customer: Yes, go ahead on the brakes. Hold the oil for now.
Advisor: Perfect — I'll mark the brakes approved on the estimate and leave oil pending. We'll text you when she's ready. Is there anything else I can answer about the inspection?
Customer: No, that covers it. Thanks Zach.
Advisor: Thank you Mrs. Patel. Drive safe, and we'll take good care of the Camry.

Manager follow-up

open · normal priority

Start the call with a clear introduction: 'Hi, this is Zach from Chloe's Auto Repair & Tire. Is now a good time to go over the results of your vehicle inspection?' · Before discussing repairs, reassure the customer by mentioning positive findings from the inspection, such as 'The good news is that your cabin filter and wiper blades are in good condition.' · Clearly state the technician's name and their qualifications to build credibility: 'Our ASE Certified Technician and I have completed a thorough inspection of your vehicle.'

Rubric score

76

Outbound DVI / Estimate

Classified as DVI / estimate (90%) — The advisor is presenting inspection findings, repair recommendations, and obtaining approval for the brake job.

ZachimportedDVI / estimate

Rubric breakdown

SERVICE ADVISOR10/100 · 12%

The advisor introduced themselves but did not confirm the customer's name.

Hello, may I speak with Mr./Ms. (Customer Name)?10/100 · 12%

The advisor did not use the customer's name in the greeting.

Hi, this is (Your Name) from Chloe's Auto Repair & Tire. Is now a good time to go over the results of your vehicle inspection?10/100 · 12%

The advisor did not confirm if it was a good time to talk.

Absolutely, I understand. What would be a better time for me to call you back today?12/100 · 12%

This was not applicable as the customer was available.

Document the callback time and follow through.12/100 · 12%

No callback was needed, so this criterion is not applicable.

Great! Our ASE Certified Technician, (Technician Name), and I have completed a thorough inspection of your vehicle, including a Digital Vehicle Inspection with photos and videos.8/100 · 12%

The advisor did not mention the ASE certification or the thoroughness of the inspection.

We inspected the concern you brought your vehicle in for, and I'd like to go over what we found.10/100 · 12%

The advisor did mention findings but did not reassure the customer about the overall condition.

Before discussing the repair, reassure the customer.6/100 · 16%

The advisor did not provide reassurance about the vehicle's condition before discussing repairs.

Summary & coaching

The Service Advisor followed the script reasonably well but missed key elements in building credibility and reassurance before discussing repairs. The advisor did not mention the ASE certification or provide positive findings to reassure the customer about their vehicle's overall condition.

  • Start the call with a clear introduction: 'Hi, this is Zach from Chloe's Auto Repair & Tire. Is now a good time to go over the results of your vehicle inspection?'
  • Before discussing repairs, reassure the customer by mentioning positive findings from the inspection, such as 'The good news is that your cabin filter and wiper blades are in good condition.'
  • Clearly state the technician's name and their qualifications to build credibility: 'Our ASE Certified Technician and I have completed a thorough inspection of your vehicle.'
  • Use the opportunity to explain the diagnosis in simple terms before presenting the solution, ensuring the customer understands the situation.
  • After presenting the estimate, pause to allow the customer to ask questions or express concerns before moving forward.

Call flow timeline

  1. 9:30:11

    answer

    outbound call captured (imported recording/transcript)