Guidelines - Typing

Unknown words or names - Can't understand the speaker - enter ****

Customer Instructions - Format as directed by customer

Spelling out words - When customer spells out words, it's generally to assist you; Do not type the individual letters

Spelling - proper spelling is essential

Punctuation - proper use of periods, commas, etc. is essential. Avoid run-on sentences

Paragraphs - Always split transcriptions into paragraphs

Upper Case and Lower Case - proper use of UPPER case letters is essential

Multiple Speakers - If you don't know the names of the speakers, okay to type "Next Speaker". Alway create new paragraph for change of speakers.

Idle Count-down Timer - If you stop typing for 90 seconds, the file will automatically disappear from your screen and be assigned to another typist and they will get credit for the entire assignment. Please make sure that you only accept files you have time to finish. You can determine at the onset if a file is long or short based on the speed of the voice bar. If you don't have time for a particular file, click "skip".

Word Limits - Many files tell you the maximum number of words to type. Never exceed the number of words shown. You will not be paid for anything beyond the limit, and customer will not receive anything you type beyond the limit.

Cannot Hear Audio File - If you see that there is an audio file but cannot hear it, click SKIP so someone else can type it.

Submit Button - Click SUBMIT only when the file is finished, or you are sure there is no file.

Downloading Files - Whenever you have a file that's longer than a few minutes, it would probably be safer to download the file to your desktop and type it into Microsoft Notepad your favorite audio player. Most typists use Express Scribe to listen to the audio file because it allows you to slow down, speed up, pause, and use a foot pedal. When you download a file, the Count-down timer STOPS. When you are done typing the file, log back in to and click "TRANSCRIBE" and the text box for your file will appear. Paste your formatted file in the text box and submit it. Be sure your document is typed into paragraphs. After you see the word count in your profile, delete the audio and the transcript from your computer.

Guidelines - Automobile Forms "B"

1. Listen to telephone conversation

2. Answer questions about the conversation

Study Guide:

1. The year is 2014. If a caller asks about a 2013, 2012, 2011, 2010, or older car, he's inquiring about a USED car.

2. When you are asked "Who was the Salesperson that helped the Customer?",

• If you know the Salesperson's name, and you are sure it is not on the drop down list, type the name as accurately as you can.

• If Salesperson gives only his first name, and you see it in the drop-down list (with or without a last name), you should assume it's the same person.

• Select "Cannot be determined" if you do not know the Salesperson's name.

3. When you Summarize the conversation:

• Start out with what the Caller wanted. For example, "Caller interested in ..." or "Customer calling back regarding..."

• Then select the make and model of the vehicle the customer is calling about. For example, "2008 BMW 333i", "2013 Honda Civic" ...

• If you are unable to determine the make and model, use the word "vehicle".

• Then add what the Salesperson did AND will do. For example, "Salesperson checked price and will check inventory and call back".

4. When you listen to the Audio, make note of the Caller's area code (3 digits) and phone number (7 digits). If you don't know the area code, you may have to type just the 7 digit phone number. Enter phone numbers in this format: 2125551212.

5. If the Caller said he was too far away to visit the dealership then enter this information if you are asked.

6. Listen carefully to determine if the Caller left a message on voicemail or with a person.

7. If caller didn't speak to a Salesperson, then don't say Salesperson did this or did that, because you don't know what the Salesperson did, if anything.

8. Don't say that Salesperson did something if they didn't do it.

9. Don't say that Salesperson will do something if they didn't say they will do it.

10. Listen carefully to determine if caller was too far away to visit the dealership. And if so, select yes for "Did Caller say he was too far away to visit the dealership?"

11. Accuracy is essential.

 

Form B FAQS

Q1: The Caller states only that she is trying to transfer title on a vehicle, and there was no discussion about being interested in purchasing a vehicle. How should this be scored? 

A1: This is NOT a sales call.  Someone calling to transfer title is NOT calling to buy a car.  You should select Caller “was not a prospect”.

Q2: The Caller wants to talk to the Finance Department for his vehicle. How should this be scored? 

A2: This is NOT a sales call.  Under this scenario, you should assume the Caller already selected a car to buy. You generally don’t ask for the Finance department BEFORE you select your car.  Therefore this is NOT a sales call. You should select Caller “was not a prospect”.

Q3: What if the Caller told the Salesperson that they live far away from the dealership but are actually still WILLING to visit the dealership?  How should I answer the question ‘Did the caller say he was too far away to visit the dealership?’

A3:  If the caller states they are willing to visit the dealership, select “no”, when asked if  “Caller was too far away to visit dealership”. This is a potential sale.

Q4: If the Caller hung up or was disconnected AFTER being transferred to a Salesperson, the best option is to select Caller “did not reach”, rather than Caller “hung up”. 

A4: If the Caller hung up or was disconnected AFTER he mentioned buying a car, the best option is to select Caller “did not reach”, rather than Caller “hung up”.

Q5: If the Caller hung up or was disconnected BEFORE he mentioned buying a car, the best option is to select Caller “hung up”.

A5: If the Caller hung up or was disconnected BEFORE he asked to talk to a Salesperson, the best option is to select Caller “hung up”.

Q6: What should I do when caller asks about more than one vehicle? 

A6: Enter one of the vehicle names in the vehicle search option. If they state a preferred vehicle, then choose that one. For example, “I’m interested in the 2014 Honda Accord or the Honda Civic. I would prefer the Accord but if the price is right I would take a Civic.” In this case, enter the Accord.

Q7: What if a caller is inquiring on behalf of someone else? 

A7: Answer all questions as normal, but for the question Did the Salesperson try to schedule an appointment with Customer?, you should select “Salesperson was unable to try to schedule an appointment ...”   

Q8: Caller asked about renting a car for a week. How should this be entered? 

A8: A short-term rental is not the same as leasing a car. This should be entered as The Caller “was not a Prospect”.

Q9: Caller provided her name but she had an accent and there was no way to understand what she was saying.  How do I score this? 

A9: When asked  “What was the Caller's name?”, you should select “cannot be determined”.

Q10: If a Caller is connected to voicemail, the Salesman’s voicemail greeting usually includes his own name and asks the Customer to leave their name and number. Should the boxes be checked as if the Salesperson provided his name and asked these questions himself? 

A10: No, if the call was transferred to voicemail, then the Salesman (himself) did not and could not ask these questions.  So, in short, no.

Q11: If the customer says they live very far away and don't want to visit the dealership unless everything is already in place, is this considered to be "too far away to visit the dealership?" Or is this considered a potential Sale?

A11: This would be considered “too far away to visit” unless they did in fact secure an appointment.

Q12: When a salesperson tries to schedule an appointment and the customer responds by saying they will stop by at some non-specific distant time in the future (e.g. next week), is this considered a successful appointment scheduling?

A12: No. This would not be considered an appointment. An appointment must have a specific time or a time-frame that is within a 2 hour time-frame. For example, Dealer: “We close in two hours.” and Caller states: “I will be in before you close.” Under this example, answer “yes” to the question  “Was an appointment successfully scheduled?”

The following are all examples of valid appointments:

1. i'll be in before you close today.

2. I'll meet you between 12 and 2 tomorrow

3. I'll be there next Monday (5 days from now) at 1:00.

4. I'll be there next Monday (5 days from now) after I get off work at 2:00.

5. I get off of work at four and will come directly to the dealership.

6. I will see you between 3 and 330 on December 5.

The following are NOT valid appointments:

A. I will be there this afternoon.

B. I am coming to see the car tomorrow.

C. I’ll be there after I get some money.

Q13: When a salesperson tries to schedule an appointment and the customer responds by saying they will stop by at some non-specific time, but within a few days, is this considered a successful appointment scheduling?

A13: No. This would not be considered an appointment. An appointment must have a specific time or a timeframe that is within 2 hours.

Q14: If Caller asked for “Finance Department”, what should I enter? 

A14: This is NOT a sales call.  Under this scenario, you should assume the Caller already selected a car to buy. You generally don’t ask for the Finance department BEFORE you select your car.  Therefore this is NOT a sales call. You should select Caller “was not a prospect”.

Q15: If Caller asked for  “Title Department”, what should I enter?

A15: You may enter: The Caller asked for  “Title Department”, or The Caller “was not a prospect”.

Q16: If Caller only asked for business hours and/or directions, and didn’t talk about a car, how should this call be scored?

A16:  For now, enter: The Caller was not a prospect.

Q17: If the caller speaks to a receptionist and got information about a car, do we score that as though they spoke to a Salesperson?

A17: Yes. But be careful. If the Caller only asked for directions and/or hours, then it would not be a prospect.

Q18: What do we do if the Salesperson never asked, but the Caller provided his phone number voluntarily?

A18: If the Salesperson got the Caller’s phone number, no matter how he got it, then the answer to the question “Did the Salesperson ask for the Customer's phone number?” should be “Yes”.

Q19: If the Salesperson tried to get Caller to make an appointment, but the Caller wouldn’t commit, how do we score this?

A19: The answer to the question “Did the Salesperson try to schedule an appointment with Customer?” would be “Yes”, because he tried. However, the answer to the question “Was an appointment successfully scheduled?” would be no, because the Caller would not commit.

Q20: There are two or more salespersons having the same first name.  Who should we chose if he does not mention his surname (last name)?

A20: Neither. You should type in the first name.

Q21: How would you handle a call where the Caller asks for the service department and talks to the Service Department and then decides he wants to talk to the Sales Department?

A21: You should score for the higher ticket item. In this scenario, sales of a car is likely much more expensive than a service issue.

Q22: How would you handle a call where the Caller asks about both a new car and a used car?

A22: You should score for the higher ticket item. In this scenario, sales of a new car is probably more expensive than a used car.

Q23: What do I do if the Caller and Salesperson started talking in spanish midway through the file?

A23: Select “Not a prospect”.

Q24: If the Caller already spoke to  a Salesperson or a Service Advisor and is calling back to get more info, or discuss the issue further, or to follow up...How should this be entered?

A24: select:  Caller  “was calling back about”; and

Answer “yes” to the question: “Did the Salesperson ask for the Customer's phone number?”; and

Answer “yes” to the question: “Did the Salesperson try to schedule an appointment with Customer?”; and

Do not answer the question: “What was Caller's phone number?”

Q25: The Caller asked for a USED 2014 car that had 12,000 miles on it.  Would I select "Used" or would it still be considered "New" since it's a 2014?  

A25: If the Caller specific USED car, then you should select “USED”. That is more important that the actual year of the car.

Q26: Since some dealerships have caller ID, I have came across a few salespersons who, while looking at their caller ID, they ask, "Is the … 4230 I see on my caller ID a good phone number for you?" but they don't always say the phone number even though the customer will say, "yes."  Should I still go ahead and check "Yes" that the salesperson did ask for the Customer's phone number and then check "Cannot be determined" since the number was never said?

A26: Correct. If you’re certain both Caller and Salesperson had a “meeting of the mind” regarding the phone number, go ahead and select “yes, Salesperson asked for the phone number”. And since you never heard the number, “Cannot be determined” would be correct.

Q27: If the caller says he may/probably/might come in at (insert day and/or time here), is that considered a successful appointment?

A27: No!  That’s not an appointment; nor is it a commitment.

Q28: If the Caller asks for the Finance Department for price negotiation, is this considered a potential sale?    

A28: Probably not, but... The goal is to determine if the Caller is a new prospect. It is not customary in the auto industry to negotiate a price without first selecting a car.  On one hand, you should assume that the Caller already selected a car and now wants to negotiate the price.  That said, you would have to listen to the whole call to determine how to complete the form.  If you determine that the Caller never spoke to the car dealership before and he was indeed a new prospective buyer, then I would treat the Caller as a new prospect looking to buy a car.

Q29: If a caller is following up on a car he purchased or asking when his/her car is going to be delivered, how do I score it?

A29: Score this as follows: The “Caller was calling back about”...

Q30: What if the Salesperson asked the Caller for his phone number and they refuse to give it to them?

A30: The question on the form asks: “Did the Salesperson ask for (or say he already had) the Customer's phone number? (Answer “yes” If the Salesperson got the Caller’s phone number, no matter how he got it).”

Since the Salesman did ask, the answer would be "yes".

Q31: What if the Salesperson asked the Caller for his email address?

A31: That is irrelevant! The question on the form asks: “Did the Salesperson ask for (or say he already had) the Customer's phone number?

Q32: If I am sure that the Caller has had  contact with, or a relationship with this dealership before, or is an existing customer, or a repeat customer, or bought a car from this dealer before, or had his car serviced here before, or bought parts here before…. should I score this file differently?

A32: Yes. When you see the question “Did the Salesperson ask for (or say he already had) the Customer's phone number?”, you should answer “yes”, because we know the dealer already had Caller’s phone number.

Q33: Many people call in and ask about an appointment for a car wash, oil change, or express service.

The Service Advisor tells them to "just come in". How do I answer these questions?:

a. Did the rep try to schedule an appointment?

b. Was an appointment scheduled?

A33: If Dealer says to just come on in for service, you should answer "yes" to the question "Did the rep try to schedule an appointment?"

If the Caller says "great I’ll be right in" (or something like that), then answer "yes", the appointment was scheduled.

If the caller does not clearly state they will be coming during some specific time period, then answer "no" to the question "Was an appointment scheduled?"

This answer pertains to a car wash, oil change, or express service.

Q34: How do I enter the make and model of the car if the caller gives only a stock number?

A34: You will know the “make” of car (manufacturer) based on how the phone is answered. (example: “Good morning, Henderson Toyota”). Then, if you don’t know the model, select the last car on the list of (in this example) Toyotas, which will be “Other Toyota Model”.