Vehicle History

Hello Everyone

Our client would like us to provide any information that's available in the Carfax related to our customer's concern.

Sample: The customer was asking about the nature of the accident. According to the Carfax, there were specific details about the damage. This could have been provided to the customer.

Sample Verbiage:

"Upon checking the Carfax, it says that this CARNAME had minor to moderate damage, and those damages are located on the right side, right rear, and right front. Here is the link to the Carfax LINK

To provide you with complete information, I can inform the dealer to get in touch with you and have them discuss the history of the damage with you further. Would you like me to proceed?"

A deduction of 5 points under the ‘Next Steps’ QA line item will be given if not applied moving forward.

UK and CA Tagging Reminder:

• If a customer from the UK or CA asks for the history of the car and we can't provide it, we tag it as Vehicle Details.

• If a customer from the UK or CA asks for the history of the car and we can provide it, we tag it as Vehicle History.

CarFax Link

Whenever we provide the link for the Carfax report of the car, please ensure to ask the customer if the link is working on their end. This is to confirm that we have assisted them effectively and that the link is functioning properly. If the customer does not respond when you asked them to check the link, just proceed to the next step of our chat flow.

Sample Verbiage:

Thank you for patiently waiting and good news! My information shows that it has no title issues reported. Here's a link below of its Carfax for the detailed information: LINK

I can have the dealership confirm those details as well. Can you confirm that you were able to view the report using the link that I sent?

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(Carfax not accessible)

Thank you for reaching out CK. I've checked the information. It seems the Carfax report is not yet listed on our website. Nothing to worry, I will have someone from the dealership to reach out you for the details.

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Scenarios Where the CarFax Link is Working/Not Working

Scenario 1:

If the customer can access the Carfax Link you provided you can say

"Great! I'll make sure the dealer will go over that report for you".

Scenario 2:

If the customer cannot access the CarFax Link, you can say:

"I apologize if the link isn't working. Please try this (Dealer's Website VDP LINK) to access the Carfax directly for this CARNAME. The dealer will contact as soon as they're available to discuss the report further".

Scenario 3:

If customer is unresponsive after we provide the link:

"Hey! CUSTOMER, just want to check if you could access the CarFax report link I sent. Please let me know if you encounter any issue.

2nd check back:

Provide the dealer's website VDP link + RECAP + ask for any further assistance then CLOSING SPIEL

Dealer's Website

For every interaction that we cannot open the dealer's website and need to provide the dealership's Hours of Operation, we should also provide the phone number so our customer can verify the hours directly.

Sample Verbiage:

Here's the phone number of the dealer so you can call them before you visit, ensuring they are ready to assist you.

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No Car History

I've checked but couldn't find a history report for this VEHICLE. Don't worry! I'll have the dealership reach out to you to discuss the VEHICLE's history.

I've checked but the owner's history report for this CARNAME isn't listed at the moment. I'll have the dealer reach out to you directly to discuss the owner's history.