MONITORING REPORT BY AGENT

Full Name Agent: ESTEFANIA

Date: Monday, February 8, 2021

Reviewer: ELISA

ATRIBUTES QUANTITATIVE QUALITATIVE EXECUTION

COMMUNICATION SKILLS 18 % YES / NO 8%

Identify the customer's real needs with good reading
5% YES 5%
comprehension

Proper handling of shortcuts and assertiveness in response 10 % YES 10 %

Avoid freestyling and if necessary maintain proper grammar and
3% YES 3%
spelling

KNOWLEDGE – INFORMATION 40 % YES / NO 45 %

YES

Create DealNow: On time, applying and summarizing the

10 % YES 10 %
customer's needs
NO

Change the department according to the customer's needs 5% YES 5%

Send, confirm and save the vehicle of interest (IF APPLIES) 5% YES 5%

Offer test drive or general sales appointment (IF APPLIES) 5% YES 5%

Send the trade-in format, links, contacts, CarFax or other

10 % YES 10 %
information requested by the customer in the chat. (IF APPLIES)

Take into account the High Priority Notes, notes section and the
10 % YES 10 %
service information section in all processes.

EFFICIENCY IN THE HANDLING OF THE CHAT 22 % YES / NO 22 %

Greeting correctly depending on the context (Name and request

3% YES 3%
of the customer)

Converting chats to leads, asking appropriate questions to obtain

10 % YES 10 %
contact information and saving them correctly

Ask the customer for complete contact information, i.e. name,

5% YES 5%
phone number and email.

Customer response time (less than a minute) 4% YES 4%

TRUTHFUL INFORMATION 5% YES / NO 5%

Do not state to the customer information that compromises the

5% YES 5%
dealership (Prices, schedules, contacts, among others)

CHAT CLOSING 10 % YES / NO 10 %

Make all the steps indicated before closing the chat, leaving a
summary with important information for the dealers in the closing 5% YES 5%
notes.
Lead is correctly sent and stored in the dealer's CRM
5% YES 5%

TOTAL 100 % 100 %

CHAT LINK https://app.carnow.com/chat#/c/qqjaif0DqinA3EeL

COMMENTS

it's a good chat, you follow the process correctly and get the lead. Great Job!