Thomas Nissan of Joliet - NEW February 14, 2019
DO NOT schedule any appointment for this Saturday, 2/16/19.
Rep Notes (PDF) - Not Provided vs NO - January 30, 2019
Per the client....A "Not Provided" indicator should be treated as a "NO". Eventually the client will update all PDFs with this information.
Melbourne BMW - January 24, 2019
Melbourne BMW will now be using Xtime for their TeleService and Telescheduling calls with a 3-day lead time.
(Let the supervisor know you have read this update.)
BMW of Corpus Christi - January 23, 2019
For a simple oil change, DO NOT choose "Oil Change (Warranty) as this causes problems. USE CBS - Engine Oil.
Romeoville Toyota - January 17, 2019
They do NOT offer loaners. They ONLY have rentals and we do NOT need to transfer to Megan anymore. Some rentals are covered but we do not know which. If they want one, we can schedule appt and send email with rental request.
International BMW-West Allis - January 16, 2019
They would like the agent to be asking for email as well and listing it in the Hot Op.
SERVICE ADVISORS Clarification - January 12, 2019
For every appointment made in Xtime, always look at the rep notes/program notes to determine if there are instructions on service advisors and how to schedule. If there are no instructions, then always ask if there is a preferred advisor that they would like to be scheduled with. If they say no, please choose an advisor from the available list and assign it to the appointment. If you cannot find availability with a specific advisor in the instance that there are no instructions, then you can choose “No Preference” and look for availability. If no availability under “No Preference”, you can then choose “Unspecified” and look for availability. “Unspecified” should only be chosen as a last resort.
No Preference vs Unspecified
Here is the difference between “No Preference” and “Unspecified” and why it can cause issues for the dealership. “No Preference” is literally just what it says… the customer has no preference for an advisor and the system or someone at the dealership will assign them to an advisor that has an opening for the chosen time. “Unspecified” is like an overflow advisor and when chosen can potentially overbook the dealership causing huge issues… this is why we want to stay away from this option and only use as a last resort. Please do not ever tell the customer these reasons to why you would not be able to book them at a certain time, this if for your information only so you can understand the process better.
Eastgate Recalls - January 12, 2019
If we receive a call from a customer on Eastgate where they say that they have been told by the 800 Recall line to call and make an appointment, then we should schedule the appointment and make notes that the customer was told by the Recall line to do so. Also, if someone calls us from the 800 Recall number and asks us to schedule an appointment for a customer, then we should schedule the appointment and make notes of it for the dealership.
Xtime Error "Threshold Exceeded or Ask for Override" for Waiters - January 12, 2019
This means we can NOT schedule as waiter. No availability or service it to long. Tell customer they must drop off.
DEALER SPECIFIC INFO
New Dealership Login Information - Updated 2/20/2019
Premier Chrysler Dodge Jeep Ram and Eastgate
Username: FX-AFF_User1 to FX-AFF_User30
Conquer Dead Air - January 10, 2019
A suggestion to help fill the space (not for all situations but could help with some): You can ask the customer how they like their vehicle—this would be particularly good for newer vehicles.
If the customer states they have a Mazda 6— say “how do you like the Mazda 6?” or “is this your first Mazda 6?” or “what color is your Mazda 6?” then you could say—“oh, I like red… I have a red car too!” or something along those lines.
DETAIL DETAIL DETAIL in Hot Opportunity Emails - January 9, 2019
You have to be more detailed in the HO emails sent. Remember, the person receiving the email was not on the call so they need as much information as possible so the customer doesn't have to repeat themselves when the dealership calls back.
Engine Oil Service Defined - January 9, 2019
"Engine oil service” means an oil change. So if the customer asks you what “engine oil service” means, you tell them “oil change.”
Hendrick Acura Southpoint - Honda Service Clinic - January 8, 2019
Service Clinic for Honda Owners on February 26 & 27 (see flyer that was emailed)
Schomp BMW Shuttle - January 5, 2019
In xTime, if you select Shuttle you MUST select it both under "Maintenance and Repairs" and put in an address (so that means you need to ask for an address) AND under Transportation. This is confusing but dealer notes state: Add the service item Shuttle and add address in pop up box.
What is considered a "quick service" and at what point are the agents responsible for determining if a loaner should be given or not if the notes are not clear?
“Quick Services” consist of: Oil change, microfilter/intake silencer/brake fluid/vehicle check. Some dealers may consider the various State Inspections as a quick service.
Unless otherwise specified in the notes (some dealerships have very specific time frames listed), anything listing a service time of 2 hours and under will be considered a “quick service”. Anything over 2 hours we are going to consider that as “NOT quick service”.
New Disposition Code for all but IN and CSI
CTC has added a new Affinitiv Disposition: Updated Customer Phone. Please see clients example below when we would use this disposition.
For leads where the person that answers the phone says, “That is my husband’s car. Can you call him?” The reps currently say that they can’t and then schedules it for another call to the same phone number the next day. This doesn’t make sense. We should get the correct number, put that in the notes and disposition this as a "Updated Customer Phone". When record goes back to the client they can change in the customer record and send back to us to call the correct phone number for the spouse.
Maintenance Plan VS Warranty
Make sure you are referencing the correct plan...Maintenance plan includes everything to keep your vehicle running except gas and tires. The things you would expect to replace, wiper blades, filters , etc, maintain your vehicle. A warranty is a warranty on large items, engine, trans, exhaust.
Inbound Call Transfers
BMW Updater: Include full dealership address on Transfers
Remember to include the full address of the new dealership in the notes section of BMW Updater.
xtime Login Information - Dec. 1
"All PROGRAMS" ANSWERING MACHINES - Nov. 28
When you get an answering machine in any program, click the "CLICK HERE FOR ANSWERING MACHINE MESSAGE" button, but now you no longer have to read the message. Just wait for the beep and then click "PLAY ANSWERING MACHINE RECORDING" and the message will play automatically.
xtime - UNCHECK any recalls if you see them when you schedule an appointment. We should NOT assume it's OK to service a recall. EXCEPTION: You can schedule ONLY if specified in the Dealer/Rep notes.
CHECK THE REP NOTES!
Don't schedule any appointment until you've checked the Rep or Dealer Notes. Too many appointments being scheduled for dates/times not allowed or without enough lead time!