its about dealership sales and other types of sales in USA where clients buy or sell thier vehicles.

1. Servixer
QUALITY IS OUR PRIORITY

2. Services
 Transcription
 Clicks/Category Selection
 Financial Services
 Outsourcing
 Digital Marketing & Analytics

3. Transcription
 Call transcription is the conversion of a voice or video call audio track into
written words to be stored as plain text in a conversational language. Call
transcription can either be live - as a call or event happens - or based on
the recording of a past conversation.

4. Clicks/Category Selection
 The purpose of the Category Selection is to select the most suitable option
which represents the main theme of the call.

5. Type of calls
 We receive recorded calls from Vehicle Dealerships or Showrooms as well
as Home Service Departments. There are also a few calls from Dental
Clinics.
 Calls from Home Service Department, the customer calls to ask for
maintenance/repair services or he can also ask to install new appliances at
their house/property or business buildings.
 The customer can also call to inquire about the Home service charges.

6. Car/Vehicle Dealerships or Showrooms
The difference between a dealership and a showroom is that a showroom
carries USED vehicles only, but a dealership carries the Brand New Vehicles of
its brand as well as the used vehicles of its brand and it might have other
brands as well.
e.g A Toyota Dealership must carry Brand New or used Toyota vehicles and it can also have
Honda, BMW, Audi, GMC or any other used vehicles of different brands but a show will have
different brands of used vehicles.
In Car/Vehicle Dealerships or Showrooms we deal with both sales as well as
service calls.

7. Sales
Sales means the dealing (selling/purchasing) of vehicles, here a few ways to make a deal for
a vehicle.
One Time Payments Monthly Payments Monthly Payments Vehicle exchange/upgrade
Purchase/Sell Ownership Lease Return Lease Buyout
Cash Finance Lease Trade-in

8. Sales
 Cash:
Any deal which is made through one time payment is know as cash deal/sale. One time payment can be
as Currency, cheque or online money transfer. When a customer sells his vehicle he is also paid in the
cash form.
 Finance:
Finance is the dealing process in which the payment is made to the dealership by a bank or an institute.
E.g Bank Alfah, Askari Bank, CSD or Foji Foundation. In Financing the customer pays every month and the
customer becomes the owner of the vehicle at the end of the finance term. The customer can finance both new
and used vehicles. The customer might have to put down money.
 Lease:
In leasing the customer pays monthly payments as he do for financing but, the customer cannot get the
ownership of the vehicle until he purchase it. If the customer buys his leased vehicle it is called lease buy-
out and if he returns his leased vehicle is termed as lease return. The customer might have to put down
money.
 The vehicle must be new (Demo/Loaner under 3000 mi)
 Year factor: Min 1-year lease and max 4-year lease
 Mileage factor 7k mi/year to 25k mi/year (it can vary as well)
 Lower payments as compared to financing

9. Sales
 Trade-In:
Trade-in is a way of dealing in which the customer exchanges his vehicle to get
another (new/used) vehicle from the dealership. It is also termed as vehicle
Exchange as well as vehicle Upgrade. The customer can make a cash deal or he
can finance/lease the vehicle which he gets from the dealership. For example,
 the customer brings in his 2016 Honda Accord LX to get a new 2020 Honda
Accord LX.
 The customer can also trade in his 2020 Honda Accord LX to get a 2016 Honda
Accord LX, it show that it is not necessary that the customer will get a new
vehicle from the dealership, he can buy a used one as well.

10. Sales
 Terms used in sales calls:
 Appraisal: when a customer wants to sell, trade-in or buy-out his leased
vehicle, his vehicle is inspected and it is priced on a marked value and it is
called appraisal.
 Carfax: Carfax is the complete history of a vehicle or the complete report of a
vehicle. The Carfax report includes vehicle features, number of owners,
accident/damage details as well as service records, till date. The Carfax can be
accessed by VIN (vehicle identification number in Pakistan it can be referred as
Chassis Number).
 Equity: equity is the difference between the resale value of the car and the
amount you owe on it. Equity can be negative as well as positive.

11. Sales
 Credit score: A credit report shows your bill payment history, current
debt, source of income and other financial info, to represent the
creditworthiness of an individual. Companies and lenders use
your credit report to calculate your credit score a number usually between
300 and 850. The higher your score, the lower your interest rate (APR)
may be for a loan or vehicle finance/lease.

12. Sales
 Credit Approval/Qualification: Credit approval is the process a business
or an individual undergoes to become eligible for a loan or pay for goods
and
 Credit App/Application: A credit application is a request for an extension
of credit. Credit applications can be done either orally or in written form,
usually through an electronic system.
 Co-Signer/Co-Applicant: A Co-signer is a person who has a higher credit
score than the original customer (who has the lower credit) and the co-
signer helps the customer to get the loan for financing/leasing.

13. Sales: Credit App

14. Sales
 Residual Value: The residual value, also known as salvage value, is the
estimated value of a leased vehicle fixed asset at the end of its lease term.
 Sock #: An identifying number used for a product/vehicle available in a
physical warehouse or inventory system of the dealership or showroom. It
helps to keep a track of the vehicles.
 Tags/titles/license plates: Number plates as well as documents of the
vehicle.
 Features of a vehicle: A sunroof, AC, leather seats and other specs are
features of a vehicle.

15. Transcription/Call Recap Short
 The purpose of the category Call Recap Short is to summarize
the important information discussed during a connected call.
 Connected calls: A call is considered Connected if the caller reaches a live,
qualified employee that is able to assist the caller with his or her inquiry.
 Not connected calls: If a caller does not reach a live, qualified employee
that is able to help the caller with his or her inquiry, then the call is
considered Not Connected. (Correction) If a call is not connected, please fill
out the first and second field with N/A. Then in the third field type “N/A”
followed by the reason.

16. Call Recap Short
 Qualified employee: An agent that is able to assist a caller with his or her
inquiry. The qualified employee may at times need to call back in order to
provide an answer or solution. As long as the same employee is the one
intending to return the call, it is still considered connected.
 Unqualified employee: An employee that is not able to assist the caller
with his or her inquiry. A caller may reach an unqualified employee and
hold a conversation, but it is not considered a connected call unless the
caller is connected to someone who can assist him or her with their
inquiry.

17. Call Recap Short
 Most important info in a call: here is the list of a few things which
cannot be missed in the summary of a call (if it is mentioned in the call).
1. Customer’s concern
2. Vehicle name (YEAR= 2019 MAKE = Toyota MODEL= Corolla TRIM = LE/XLE/SE/XSE)
3. Price (vehicle/service charges/home service charges/parts)
4. Website name
5. Agent’s response
6. Appt (mentioned/requested/set)
7. The result of the call

18. Call Recap Short

19. Call Recap Short
 The customer was calling to: (40%)
 The agent tells the customer: (20%)
 The result of the call was: (40%)

20. Call Recap Short