What if a Customer Calls the Dealership Line and Asks for Olivia?
When a customer calls the dealership and asks for Olivia, the dealership will need to field the call using a specific method. Customers will occasionally call in thinking that Olivia is a “real” person and want to work directly with her since they've already been. communicating with her.
To prevent the customer from feeling misled or misinformed, the dealership will need to direct the call towards the individual(s) that can best fulfill the customer’s needs.
When a customer calls the dealership and asks for Olivia directly, the dealership contact will need to say something along the lines of the following: “I’m sorry, Olivia’s unavailable but this is Tom, how may I help you?"
Using this method will allow Olivia to work at her best for all customers, and will enable all sales reps at the dealership to work alongside Olivia while she does her work in the background.