Lead Routing

"My lease is due to be returned. I am interested in purchasing a new Truck." - What department will you route the lead to?

• Used Vehicle Sales

• New Vehicle Sales

• Finance

• Service

Answer explanation

Since the guest is not wanting to just return their leased vehicle, but are looking for a New truck as well.

"I need to know if I can purchase a warranty plan for my car?" - What department will you route the lead to?

• Service

• Finance

• Parts

• Used Vehicle Sales

Answer explanation

Since the guest is looking to purchase a warranty, this is a Finance/Service chat.

"I am looking to get a copy of my bill of sale for my new SUV" - What department will you route the lead to?

• Service

• Finance

• Used Vehicle Sales

• New Vehicle Sales

Answer explanation

Paperwork requests on a post purchase vehicle is Finance/Sales.

"I was driving by your dealership and noticed one of the flags on your trucks was on the ground. I went in to talk to somebody about it and the Sales man was very rude to me. I will never buy a car from here! " - What department will you route the lead to?

• New Vehicle Sales

• Escalations

• Used Vehicle Sales

• Customer Complaint

Answer explanation

Escalations is when a guest is complaining about something outside of normal business services.

"I'm looking to sell my vehicle, I don't want to trade it in." - What department will you route the lead to?

• Finance

• Service

• Used Vehicle Sales

• New Vehicle Sales

Answer explanation

If a guest is only interested in selling their vehicle, that would be a pre-owned vehicle so we would send to used vehicle sales.

"I picked my vehicle up from your service department today after getting an oil change. My dashboard is all scratched up and my seats are filthy. - What department will you route the lead to?

• Escalations

• Service

• Parts

• Customer Complaint

Answer explanation

This is a Customer Complaint chat as the guest is complaining about a negative business/customer experience. For Customer Complaint chats we send the lead to the department they are complaining about.

"I'm interested in leasing a Mustang but I think I need to talk to your finance manager to see if I'm approved first." - What department will you route the lead to?

• Used Vehicle Sales

• New Vehicle Sales

• Finance

• Service

Answer explanation

We can only lease new vehicles so therefore we would send to New vehicle sales.

"I'm looking for 0% financing options or lease specials with $0 down." - What department will you route the lead to?

• New Vehicle Sales

• Finance

• Escalations

• FB Marketplace

Answer explanation

Leasing is for New vehicles so we would lead to New vehicle Sales

"I received a recall notice on my Malibu." - What department will you route the lead to?

• Parts

• Escalations

• Service

• Used Vehicle Sales

Answer explanation

Recall's will be a service lead. Due to us not being able to know if the dealership has the parts for the recall.

"I'm interested in purchasing my current lease." - What department will you route the lead to?

• Used Vehicle Sales

• New Vehicle Sales

• Finance

• Service

Answer explanation

Guest wants to purchase the lease of a car they already have, which makes it post purchase so it would go to Finance/Sales