A dealership phone line carries two very different conversations. Sales callers want a test drive or details about a vehicle. Service callers want a booking, a quote or a status update. The agent works out which one it is early in the call, then follows the right script and routes to the right team. Each department keeps its own calendar and rules.
For sales, the agent can note what the caller is looking for, such as budget and timing, then book a test drive or pass a ready buyer to a salesperson. For service, it can offer open slots in the workshop diary and confirm by SMS. The outbound agent can contact owners about recall or service reminders your team has approved. Pricing, trade-in values and finance terms are left to your staff.
List your service types and how long each takes, who can take a test drive and what information a salesperson needs before they call back. Decide how out-of-hours enquiries are handled. After launch, check the hand-offs from sales calls: if salespeople say they are getting the right details, the script is working. If not, we change the questions.
Brands and groups often have several sites. If you run more than one, tell us how calls should be shared between them, and which number each site uses. The agent can route to the right showroom or workshop, so a caller near one location is not sent to another by mistake.