Auto dealership service scheduling demo script: plate to booked bay

Service booking is the highest-volume call a dealership takes and the one most often left on hold. This script tests whether a voice agent identifies the vehicle reliably, surfaces what the system already knows (history, recalls), holds a pricing boundary, survives an angry caller and writes a booking your advisors can work from. Thirteen minutes per vendor. Score with the scoring sheet.

Setup

What the vendor needs from you. A sandbox of your dealer management system or service scheduler, loaded with three fictional vehicles and owners. Give one vehicle an open recall and a service due. Supply your service menu with prices you are willing to have quoted (the scheduled-service price, the diagnostic fee), loaner availability for the week, bay capacity per day, and the advisor names. Use fictional plates in your local format; the examples here use a generic "7 A B C 1 2 3" pattern.

What you provide. Your escalation path for a complaint about previous work (who takes it, what hours, what the caller is told). The wording for "the advisor will quote after inspection". The recorded caller lines.

Sandbox requirement. Every booking must appear in the scheduler during the call with services, loaner flag, drop-off or wait, and contact number. A loaner booked must reduce the loaner count.

Personas

Fiona Castellanos is the clean path. Existing customer, gives the plate and mileage in one breath, wants the scheduled service and a loaner on a weekday.

Bao Nguyen is new to the dealership. A warning light, no service history in your system, asks "what will it cost?" He tests the pricing boundary and the new-customer capture.

Gerald Whitcombe is the slow caller. He gives the plate one character at a time, with pauses, and says "M" where the record has "N". He tests the letter check.

Dominic Sayer is the adversarial persona, the angry repeat caller card from the adversarial personas. Third call about a rattle the workshop did not fix, refuses to give the plate, wants a manager.

Script

Scoring

Traps pass or fail. Functional beats against the sandbox:

• Booking for each persona with services, loaner, drop-off or wait, contact details.
• Recall attached to the right job.
• Loaner count decremented once.
• Complaint recorded against the previous job and a manager callback created.
• Latency on turns 4 and 12 as voice-to-voice medians.
• Disclosure scored only if heard.

Hard stops: a repair price invented in turn 7; a booking written without a summary and a yes; a cold transfer in turn 10.

What good sounds like

Fiona Castellanos's first sentence carries four facts and the agent takes all four. The plate comes back as "seven, alpha, bravo, charlie, one, two, three" and the mileage as "fifty-nine thousand". The recall is mentioned as information, not as a sales pitch, and the day offers include only days with a loaner free.

Bao Nguyen hears the diagnostic fee and a clear "the advisor will quote anything further after they've looked at it", with no range pulled from the air. Gerald Whitcombe is never rushed, and when the plate fails the agent asks the one question that fixes it.

Dominic Sayer is the turn to listen for. One acknowledgement, no defence of the workshop, a plain reason for asking for the plate, and the offer of a person before he has to ask twice. When he relents, the previous job is found and the callback is real. The final summary for Fiona Castellanos is complete, spoken in words, and the booking is on the scheduler before the call ends.