Photos

Pre-defined Content

*I understand how important it is to see [inset specific request] photos/videos of the VEHICLE. I'll make sure the dealership reaches out to you and provides the specific images/videos you're looking for.

Probing

May I know what specific pictures you're looking for this VEHICLE?

How Many Photos are on the VDP?

• Greater than 5 photos: We should ask them specifically which photos they would like to see.

*Less than 4 or zero photos: For better engagement with our customers, we should ask them specifically which photos they would like to see, especially if they simply ask, 'Can I see pictures'.

Get That Email Address!

• If a customer asks for photos, we need to make it clearer why we need an email address from a customer. So, when confirming the email (returning customers) or asking for the email, we must include the phrase "with those photos" at the end.

• For webs, if you don’t get an email, probe one more time to see if the customer will give one.

Ex. “It is much easier for the dealer to send photos through email. Would you mind providing your email address?”

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Vehicle Details Yes?

Boston has decided we can use information we get by looking at the photos on the VDP if we are very careful about how we present it to the customer. We are required to say, Looking at the photos, it appears that...

The example we had was a customer asking if the car had push start. Keyless remote was listed, but no information on the start or ignition.

There was one photo of the dash that showed a push button for a starter. Because of this, we would say, "looking at the photos, it appears that this VEHICLE may have a push start. I can ask the dealer to let you know and confirm".

DO NOT Say the Following Phrases:

• “Great news! I've confirmed that this vehicle does has push start button.” - we have no information that says this, just photos.

• “The photos show this has push start.” - saying "this has a push start", even though we referred to the photos, is too definitive. We must tread lightly by including soft words like "it appears this may have"

If you are not sure how to reply in these cases, please ask a TL or SME for help.