Rubrics

Rubrics

Define what an A+ call looks like — inbound script and outbound DVI/estimate. Weight each piece the way Chloe's trains it.

Weights score the Service Advisor side of the call only. Customer lines stay in the transcript for context and flags, but do not change criterion %.

Scoring also uses the org Customer Experience SOP (Settings) for phone-relevant CX standards — alongside these script weights, not instead of them.

Inbound Sales Inquiry

inbound

Original Chloe's / Sanco-style inbound script grading

Training script on file (4,250 chars) — edit under Settings

SERVICE ADVISOR:**

12%

SERVICE ADVISOR:**

> "Thank you for calling Chloe's Auto Repair …

12%

> "Thank you for calling Chloe's Auto Repair & Tire, this is **(Your Name)**. How may I help you today?"

If the customer asks:

12%

If the customer asks:

> "How much do you charge for __________?"

12%

> "How much do you charge for __________?"

> "I think my vehicle needs __________."

12%

> "I think my vehicle needs __________."

Do **NOT** immediately quote a price.

12%

Do **NOT** immediately quote a price.

> "I'd be happy to help you with that. May I …

12%

> "I'd be happy to help you with that. May I ask what kind of symptoms or conditions you're experiencing with your **(vehicle/problem)**?"

Allow the customer to fully explain.

16%

Allow the customer to fully explain.

Outbound DVI / Estimate

outbound

Role-play structure for estimate delivery calls

Training script on file (6,121 chars) — edit under Settings

SERVICE ADVISOR**

12%

SERVICE ADVISOR**

> "Hello, may I speak with **Mr./Ms. (Custome…

12%

> "Hello, may I speak with **Mr./Ms. (Customer Name)**?"

> "Hi, this is **(Your Name)** from Chloe's A…

12%

> "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?"

> "Absolutely, I understand. What would be a …

12%

> "Absolutely, I understand. What would be a better time for me to call you back today?"

Document the callback time and follow through.

12%

Document the callback time and follow through.

> "Great! Our ASE Certified Technician, **(Te…

12%

> "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."

> "We inspected the concern you brought your …

12%

> "We inspected the concern you brought your vehicle in for, and I'd like to go over what we found."

Before discussing the repair, reassure the cu…

16%

Before discussing the repair, reassure the customer.