Special Instructions
Where are the three places you can find special instructions prior to making your appointment?
At the top next to the location
On the top left corner next to DRP, by shop details box once the calendar does load.
The Attention acknowledging box.
Why is strong attendance important towards your performance?
Strong attendance demonstrates dependability, professionalism, and respect for the team’s time and department goals.
How is your inbound scheduled appointment calculated?
Its Multiplying the amount of inbound calls you have taken by the conversion target.
What is schedule revenue percentage?
It's the percentage of drop to estimate appointments you schedule that bring in revenue.
Why are special instructions important?
What method informing your TPC is not allowed?
Texting
What our targets for inbound and outbound?
Inbound 39.8%
Outbound 17%
How can you increase your schedule revenue percentage?
By educating the customer on the Direct Repair Program
What does this special instruction mean?
Transfer Tesla to the shop for scheduling, CXC schedules State Farm and Allstate Only.
Transfer all other calls to the shop for scheduling
CXC can only schedule Allstate and State Farm all other carries including Tesla vehicle transfer over to the shop.
How does it affect our team and department when teammates frequently call out?
It affects the whole team because others have to cover extra work, which can lead to burnout and lower productivity. It can also slow down the department’s overall performance and affect how efficiently we meet goals or serve customers.
Name three strategies to increase conversion?
Probing
Active listening
Overcoming objections
What would you say to a customer who wants an estimate first?
Dropping off lets us provide a complete estimate so your insurance can clearly outline what’s covered.
Doing the estimate and repair together is quicker and ensures the work is guaranteed under your insurance’s direct repair network warranty.