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DGA TRAINING

MANUAL

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TABLE OF CONTENTS

I. INTRODUCTION........................................................................................................... 4-16

A) WELCOME ………………………………………………………………………………………………. 4

B) HISTORY OF DGA……………………………………………………………………………………… 5

C) ACD REQUIREMENTS……………………………………………………………………………….. 6

1) WORK ENVIRONMENT……………………………………………………………….. 6

2) SYSTEM REQUIREMENTS……………………………………………………………. 7-10

3) HOURS REQUIRED FOR VIRTUAL……………………………………………… 11

4) PAY STRUCTURE- IN-HOUSE EMPLOYEES………………………………….. 12-14

5) PAY STRUCTURE- VIRTUAL AGENTS………………………………………… .15-16

II. WHAT DO WE DO?...................................................................................................... 17-24

A) HOW NETPHONE WORKS……………………………………………………………………… 18-19

B) WHAT IS EXPECTED FROM A DGA REP…………………………………………………… 20

C) DRESS CODE FOR IN-HOUSE EMPLOYEES………………………………………………. 21

D) MANAGEMENT TEAM………………………………………………………………………….. 22-24

III. AUTOMOTIVE 101……………………………………………………………………………………………………… 25-28

A) HIERARCHY OF A DEALERSHIP……………………………………………………………..... 25

B) COMPLETE SERVICE PROCESS……………………………………………………………….... 26-27

C) TYPES OF SERVICES……………………………………………………………………………….... 27-28

IV. SCRIPTS…………………………………………………………………………………………………………………..…… 29-44

A) DGA 2.0 SCRIPT…………………………………………………………………………………….…… 30-31

B) XTIME SCRIPT……………………………………………………………………………………….…… 32-33

C) TIME HIGHWAY SCRIPT……………………………………………………………………….……. 34-36

D) AUTOSCHEDULER SCRIPT…………………………………………………………………….……. 37-39

E) AUTOBOOK SCRIPT…………………………………………………………………………………… 40-41

F) OVERCOMING OBJECTIONS……………………………………………………………….……… 42-44

G) WARM TRANSFER SCRIPT…………………………………………………………….……………. 44

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V. DGA TOP 10 LIST……………………………………………………………………………………………………….. 45-56

A) USING SCRIPT……………………………………………………………………………………………. 45

B) OIL CHANGE APPOINTMENTS……………………………………………………………………. 45-47

C) PREFERRED ADVISOR SELECTION………………………………………………………………. 47

D) TRANSPORTATION OPTIONS……………………………………………………………………… 47-49

E) RECOMMENDING SERVICES………………………………………………………………………. 49-53

F) SPECIAL ORDER PARTS (SOP’S)……………………………………………………….…………. 53

G) AFTERMARKET SERVICES………………………………………………………………………..... 54

H) PROPER TRANSFERRING……………………………………………………………………………. 54-55

I) QUICK PRICING………………………………………………………………………………………… .55

J) CONFIRMATIONS………………………………………………………………………………………… 56

VI. DGA 2.0 SCHEDULING SOFTWARE……………………………………………………………………………… 57-66

A) WHAT IS DGA 2.0?.......................................................................................... 57

B) TO CREATE/RESCHEDULE AN APPOINTMENT…………………………………………………. 57-60

C) TO CANCEL/MODIFY/CONFIRM AN AN APPOINTMENT……………………………....... 61-62

D) DGA VITAL PAGES/BUTTONS………………………………………………………………………….. 62-64

E) DGA REP PAGES/SAVING COOKIES…………………………………………………………………. 64-66

VII. XTIME SCHEDULING SOFTWARE…………………………………………………………………………….……. 67-75

A) WHAT IS XTIME?............................................................................................ 67

B) CREATE APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM………………….……… 68-71

C) CANCEL OR MODIFY AN EXISTING APPOINTMENT……………………………………....... 72-74

D) DMS APPOINTMENTS……………………………………………………………………………..……… 74-75

E) XTIME SHOP MANAGEMENT……………………………………………………………….…..…….. 75

VIII. TIME HIGHWAY SCHEDULING SOFTWARE……………………………………………………….…………… 76-81

A) WHAT IS TIME HIGHWAY?......................................................................,...... 76


C) CANCEL OR MODIFY AN EXISTING APPOINTMENT…………………………………..……… 80-81

IX. AUTOSCHEDULER SCHEDULING SOFTWARE……………………………………………………………… 82-89

A) WHAT IS AUTOSCHEDULER?........................................................................... 82


C) CANCEL OR MODIFY AN EXISTING APPOINTMENT………………………………….………. 87-89

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X. AUTOBOOK SCHEDULING SOFTWARE………………………………………………………………………….. 90-99

A) WHAT IS AUTOBOOK?.................................................................................... 90

B) CREATE APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM…………………………. 91-95

C) CANCEL OR MODIFY AN EXISTING APPOINTMENT……………………………….…………. 95-99

XI. USER LOG-INS AND PASSWORDS………………………………………………………………………………… 100-101

A) DGA SCHEDULER………………………………………………………………………………….………… 100

B) XTIME…………………………………………………………………………………………………………….. 100

C) TIME HIGHWAY……………………………………………………………………………………………… 101

D) DGA WEBMAIL……………………………………………………………………………………………….. 101

E) SHIFTBOARD…………………………………………………………………………………………………… 101

F) AUTOBOOK……………………………………………………………………………………………………. 101

XII. ONGOING TRAINING/REP EVALUATIONS……………………………………............................... 102-105

A) NEW HIRE TESTING………………………………………………………………………………………… 102

B) NEW HIRE ONE ON ONE’S………………………………………………………………………………. 102

C) VIDEO TRAINING/TESTING……………………………………………………………………………… 102

D) ONGOING ONE ON ONE’S………………………………………………………………………………. 102

E) CALL EVALUATIONS…………………………………………………………………………………........ 103

F) THE PERFECT CALL……………………………………………………………………………………....... 103-104

G) DOCUMENTING EMPLOYEE PERFORMANCE…………………………………………………… 105

XIII. MISCELLANEOUS DGA………………………………………………………………………………………….………. 106

A) DGA ON THE WEB/FACEBOOK………………………………………………………………….……. 106

B) EMPLOYEE OF THE MONTH……………………………………………………………………………. 106

C) WHO TO CONTACT…………………………………………………………………………………….…… 106

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Welcome to DGA!

We are very happy to have you as a part of our great team. We hope that you find

your position with DGA to be both rewarding and enjoyable. If you ever have a

question or concern regarding your position at DGA, please do not hesitate to

contact any of our management staff.

The following manual will be discussed in detail with you over the upcoming

weeks during training. Please print out the manual and keep it handy so you can

reference the material easily when you need it in the future. The information

provided will surely assist you with all aspects of joining our staff and performing

your duties as a DGA Representative.

Again, we are very happy to have you on board. DGA is the industry leader in

virtual Business Development Center services because of our people. You are here

for a reason, and we look forward to working with you!!!!

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HISTORY OF DGA

DGA Inc. has been a leading partner of dealerships all across the United States since 1993. Over

the years, DGA has gone from being strictly a “customer follow-up” company into a full blown

virtual Business Development Center. If there is a call that needs to be made or taken at a

dealership, DGA can do it.

Karen Winterling, DGA’s President, has been in the automotive industry for over 25 years. Over

the years, Karen has seen many changes in the industry, specifically with the need for improved

customer satisfaction within automotive Service Departments. As this need grew within the

automotive industry, Karen saw a tremendous opportunity to capitalize. Hence, she formed the

company you are working for today, starting out with just a handful of employees.

DGA is now in its 20th year of business. During this time we have done our best to adjust the

services that we provide to accommodate the continually changing needs of our clients. Since

its inception, DGA has gone from simply providing customer follow-up information (through

faxed Alerts) to full Web-site processing and real-time data interaction. Other services that we

now provide include Email Campaigns, Consulting services, and, more recently, Real-time

Service Appointment scheduling. We are continually updating our Website programming to

add more functionality for our clients as well as smoother functionality for our staff.

Now doing business with over 125 dealerships across the nation, DGA now employs over 100

“work from home” agents in our virtual call center. Both of these numbers continue to grow as

we are constantly bringing on new clients, better products and services, and needed staff.

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ACD REQUIREMENTS

The following information is provided to verify that your work environment and current

computer setup meets the minimum requirements necessary to perform ACD (Automatic Call

Distribution) work for DGA. Please verify that all of the requirements, outlined below, are

completely satisfied. By doing this, it will ensure that we can successfully provide you the

ability to log on to our NetPhone system. We will be happy to answer any questions regarding

these requirements if you are unsure. It takes a minimum of 20 minutes to assist each Agent to

properly load the software and get it all up and running. This will be done prior to receiving

your NetPhone training. Please read the following information thoroughly. Following is a brief

overview of the requirements that you will be reading about.

Workspace

Computer Integrity

Headset Purchase

Computer Skills

Minimum Computer Requirements

Monitor Size

Internet Connection

Wireless Routers & Security

Incompatible Software

1) Do you have a comfortable, quiet, and private place to perform your work?

We require all of our Staff members to have the opportunity to perform their work to

the best of their ability. It is paramount that you identify a spot in your home where

you can perform your work without interruptions, noise, or distractions. This includes

loud music or conversations, crying babies, ringing phones, screaming children, barking

dogs, etc. When you are talking to our Client’s customers they must NEVER hear these

types of distractions in the background. It leaves a negative impression regarding the

professionalism of our company, and these occurrences will either be noted by our QA

staff, or ultimately be reported back to our Clients who will then notify us in turn. Any

noted occurrences are grounds for immediate termination of employment.

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2) Can you safe-guard and protect your computer system?

It is critically important that you safeguard your computer system from all network

contamination and maintain reliable anti-virus software on your computer. Your

computer provides your ability to work for DGA, and when users, other than yourself,

use your computer, it elevates the probability that our installed software will encounter

problems. Once we install the NetPhone software onto your computer system, it is very

important that you understand the consequences of internet viruses and installing

additional internet software. Software downloads of interactive internet packages may

corrupt your ability to log on to NetPhone due to “shared” file usage. Not only might

this cause you to miss your shift, but it may also require several hours of time, by DGA

Staff and/or our Telecom Company, to correct this problem. It is undesirable that our

staff may have to reinstall Net phone software due to your negligence. The integrity of

your computer is solely your responsibility and you must protect it from all misusage and

viruses. Ultimately, we would like you to maintain a computer that is “sterile” from

unusual software packages, and used solely by you for your DGA work. We request that

you remove ALL unnecessary software from your work computer PRIOR to NetPhone

installation. If you have any questions regarding this or anti-virus software, contact the

office manager prior to your install.

3) Do you have a qualified USB headset for use on our System?

Before we can install the NetPhone Software onto your computer, you are required to

acquire an appropriate headset to perform the work. DGA recommends either the

Plantronics DSP-400 USB, or the Logitech ClearChat Pro USB. One or the other can be

found at Office Depot, Staples, Best Buy, EBay, or even Radio Shack. They cost about

$40-$50 depending on where you purchase. Keep your receipt!!! There are many other

wired and wireless Bluetooth headsets that will also work. Ultimately, your headset

must connect to your computer by way of a USB plug (below right pic) or USB Bluetooth

so to bypass the low-quality sound card used in most computers. Contact DGA

Management if you are unsure. Inexpensive "gaming" headsets are not of the quality

that we require. If you are not 100% positive of the viability of your headset, then you

must consult the office manager for verification PRIOR to NetPhone installation.

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*** Important Note DO NOT OPEN your headset, from its sealed package, until you

are instructed to do so by our installation staff... Why? There are occasions (about 5%)

where, regardless of DGA & Centric Telecom efforts, we are unable to achieve a viable

audio connection between a new staff member’s computer and our ACD System. This is

typically due to an internet problem specific to that location, and is of no fault of DGA,

Inc. If you wind up being one of the 5%, and you were required to purchase a headset,

as part of this endeavor, and you are unable to return your “sealed” headset with your

saved receipt, then DGA will reimburse you for this device once you forward the

headset & receipt to our office. We will not reimburse for shipping, or for a non-

recommended headset. This headset purchase will be your only "out-of-pocket"

expense to work for DGA. You must have your headset “in-hand” PRIOR to NetPhone

software installation.

4) Do you have the basic Computer Skills required to perform this job?

It is certainly not required that you be a computer “geek” to perform this job, but you

certainly need to be beyond the “novice” level to perform this job successfully. We

require that you can type effectively at 30 WPM or better, be efficient with the use of a

mouse, and SPELLING DOES COUNT!! The appointments that you schedule are read

directly by our Client’s staff, and poor spelling reflects directly onto DGA.

We require that you have a working background with Microsoft Office software as well

as Explorer (internet), and Outlook (email) packages. There will be times when you may

need to use these packages as part of your job, but your main focus will be using Net

phone, and the appointment scheduling packages supported by it. We will gladly teach

you how to use NetPhone & scheduling products, but we WILL NOT teach you how to

use your computer.

5) Does your computer meet the minimum requirements to perform effectively with our

NetPhone system (Apple Macintosh Computers WILL NOT WORK with NetPhone)?

Windows XP, Vista or 7 Operating System

1.5 GHz Processor or faster

2 Gig of RAM (Random Access Memory) or better

Microsoft Office products (Word, Excel, Outlook, Explorer)

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The more memory (or RAM) that your computer system has, the better your system will

perform. You will have several software packages open at the same time to perform

your work for us, and an inadequate level of RAM will severely slow down your

computer system. Select the “System” icon from your control panel to get this info.

6) What size is your computer monitor?

The Net phone software that you will use on your computer is very impressive, but it

also takes a bit of, per say, “real estate” on your computer’s monitor. The main portion

of the NetPhone package will appear along the top edge of your screen and 2-3

additional “banks” of (web-link & call transfer) buttons will line each side of the

monitor. These items are necessary to perform your work with DGA and will take up

approximately 20-25% of the space on your monitor. We recommend that you have a

monitor that is at least 17” diagonally, and to also set it at the highest pixel setting that

you are still able read. This allows the Net phone software to be properly displayed and

still leaves enough space for you to perform your work.

7) Do you have a Cable internet connection?

Our NetPhone system works only with “digital” internet connections. Telephone Dial-up

is “analog” and will not work, and although DSL will work with our system, we prefer

that all of our staff employ a cable internet connection. Regardless, please be aware

that some neighborhoods are destined to have QOS (quality of service) problems

regardless of your connection type. Just like some major roads do not do well at certain

times of the day, some neighborhoods have the same problem, with internet flow,

based on the amount of cable "bandwidth" that might be available in your immediate

area. Unfortunately, we live in a data transfer world, and that world still takes priority

over "voice" transfer that requires a higher level of bandwidth dedication across the

internet. Time should eventually remedy this issue.

*** Important Note DGA has, through continuous experiences, noted a problem with

the following combination... specifically, AT&T cable internet using an AT&T router.

Please consult with the installation manager prior to your installation to discuss this or

any other concerns.

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8) If you use a Wireless router, is it a Linksys Model number WRT-54Gxxx?

This particular group of routers (right) WILL NOT WORK with our NetPhone system due

to a Cisco proprietary protocol (SIP -Session Initiation protocol) that does not

"handshake" with our Toshiba NetPhone system. We will gladly recommend other

routers on the possibility that you might have this one.

*** Very Important Note all wireless routers MUST BE password protected. You will

be receiving and updating customer information on your computer as a means to perform this

work for DGA. The only computers that are allowed to access your wireless router (this

coincides with the Privacy &Confidentiality agreement that you signed) are the computers

within your residence. Keep this in mind if you plan to perform work outside of your home.

You are NEVER to perform work for DGA using a public internet connection.

9) There are some known programs that “do not play well” with Net phone.

Notable software includes Google Tool Bar, and Limewire. Most anything that is

installed after Net phone installation that requires you to logon to some type of host

system will likely interfere with Net phone usage. If you have these types of software

packages installed, they must be removed before we can install NetPhone. Please

consult with your DGA installer, regarding programs of concern, prior to NetPhone

installation. On that note, it is a good idea to “clean-up” your computer as much as you

can prior to your Net phone installation, uninstalling any programs you no longer use in

an attempt to improve the performance of your computer.

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HOURS REQUIRED FOR DGA AGENTS

DGA takes great pride in the fact that we can offer our virtual agents the ability to make a

comfortable living working from home in their pajamas!! For the most part, you are your own

boss and can set your own schedule as you see fit. Our call center is open:

Monday-Friday -> 6:00AM-10:00PM EST

Saturday -> 7:00AM-8:00PM EST

Sunday -> 10:00AM-4:00PM EST

WE ONLY CLOSE ON CHRISTMAS AND THANKSGIVING!!!!

Although we give you the ability to make your own schedule, there are certain requirements

that EVERY agent must adhere to:

All Reps MUST work a minimum of 30 hours per week

ALL Reps MUST complete a minimum of 3 hours every weekend

ALL Reps MUST work a minimum of 1 weeknight shift (3 hour shift after 3:00PM EST)

The call center stays busy throughout the day. It is important to sit down with your manager

prior to making your schedule to discuss the times that you will most benefit both the call

center and your own pay checks. Like everything else, it is important to set personal goals with

your daily call counts. Those who set goals for themselves and work hard to obtain them are

the ones who thrive in our virtual work environment.

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PAY STRUCTURE FOR IN-HOUSE EMPLOYEES

Upon Employment to DGA you will begin by receiving payment for your Classroom and Online Training time. The length of time for this training is approximately two weeks. New employees will be paid at the rate of $9.00 per hour for this time within the training class (1 week) as well as the time required for real-time online “coached” training (1 week). The total daily hours required for this classroom and real-time training will be determined by Blu Schmitz. Upon completion of your Classroom and Online Training you will be transitioned into a LEVEL 1 Agent with your pay schedule outlined below. Call Center Agents are paid by “Available Time”. Available Time means the time that you are actually logged in as “Available” (to accept incoming calls) into our ACD System. Management, at their discretion, will document and ADD TIME to an Agents “Available Time” as necessitated by meetings, training, performance overviews, etc., to account for an Agents time where they were not available to be logged into the ACD System as “AVAILABLE”, due to the alternate requirements of the company, while present during their scheduled shift. LEVEL 1 AGENT Criteria:

Successful Completion of the two-week Classroom and Online training

Satisfactory completion of applicable classroom testing.

Recommendation to proceed from the training team as a LEVEL 1 AGENT

LEVEL 1 AGENT Pay Schedule:

$9.00 per hour for AVAILABLE time

Thirty (30) minute unpaid lunch break for FULL-TIME Employees

Thirty (30) minutes of paid AVAILABLE time is awarded for every six (6) hours of AVAILABLE time recorded

After a minimum of ninety (90) days of employment, you will be eligible for advancement within DGA. DGA anticipates that you will have refined your operational skills to meet the following minimum requirements that will allow you to advance to a LEVEL 2 AGENT. The following outlined sixty (60) day averages, of your most recently completed performance, are evaluated against the following criteria:

LEVEL 2 AGENT Criteria:

Average call time less than 3 minutes and 30 seconds

A 65% scheduling ratio

Twelve (12) calls per hour average

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No more than 3 absences in the last 90 days

Minimum 90 days as a LEVEL 1 AGENT

LEVEL 2 AGENT Pay Schedule (with priority routing):



Thirty (30) minutes of paid AVAILABLE time is awarded for every six (6) hours of AVAILABLE time recorded You cannot advance to a LEVEL 2 AGENT status and pay schedule without achieving the above listed LEVEL 2 AGENT criteria regardless of your time with DGA After an additional (90) days of employment as a LEVEL 2 AGENT, you will once again be eligible for advancement within DGA. DGA anticipates that you will have refined your operational skills to meet the following minimum requirements that will allow you to advance to a LEVEL 3 AGENT. The following outlined sixty (60) day averages, of your most recently completed performance, are evaluated against the following criteria




Thirteen (13) calls per hour average

No more than 3 absences during the past 90 days





Thirty (30) minutes of paid AVAILABLE time is awarded for every six (6) hours of AVAILABLE time recorded You cannot advance to a LEVEL 3 AGENT status and pay schedule without achieving the above listed LEVEL 3 AGENT criteria regardless of your time with DGA

After an additional (90) days of employment as a LEVEL 3 AGENT, you will once again be eligible for advancement within DGA. DGA anticipates that you will have refined your operational skills to meet the following minimum requirements that will allow you to advance to a LEVEL 4 AGENT. The following outlined sixty (60) day averages, of your most recently completed performance, are evaluated against the following criteria

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Fourteen (14) calls per hour average

No more than 3 absences in 90 days





Thirty (30) minutes of paid AVAILABLE time is awarded for every six (6) hours of AVAILABLE time recorded You cannot advance to a LEVEL 4 AGENT status and pay schedule without achieving the above listed LEVEL 4 AGENT criteria regardless of your time with DGA. Please also note that you must maintain the minimum criteria for your Agent Level in order to maintain your current rate pay. If your monthly averages begin to decrease, it is the management’s discretion to update an Agent’s rate of pay to be commensurate with their productivity.

DGA has always encouraged the standard to promote from within. Staff members who quickly show competence at their duties, and who show a positive Team mentality, will be quickly recognized as such, and be of the first considered for advancement amongst the Team.

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PAY STRUCTURE FOR VIRTUAL AGENTS

Our staff will be paid based on two simple, yet important, factors…

1) Incoming Call count total (the TOTAL amount of calls received)

2) Your scheduled appointment ratio (calculated by dividing the total appointments scheduled

for ALL STORES against the total incoming calls.)

DGA Representatives will gain points (1-5) based on their incoming call count as displayed

below.

Below 500 = 1 points

500 -- 749 = 2 point

750 – 999 = 3 points

1000 – 1249 = 4 points

1250 and above = 5 points

DGA Representatives will also gain points (1-5) based on their scheduling ratio as displayed

below.

Below 35% = 1 points

35% - 44.99% = 2 point

45% - 54.99% = 3 points

55% - 64.99% = 4 points

65% and above = 5 points

Both of these “point totals” will then be added together to offer the following rate-of-pay for

their performance.

2 points = .58 per incoming call






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The determined rate will then be multiplied against their total incoming call count. (e.g. Agent

scores a total of 8 points against 1000 incoming calls = $880)

DGA Agents are paid twice monthly reflecting work completed from the prior month. Paychecks

are issued via direct deposit on the 15th and 30th of each month.

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WHAT DO WE DO?

As a DGA Agent, your primary focus is to answer and schedule incoming service appointment calls from our clients across the United States. Main Job Tasks and Responsibilities: -Answer calls professionally using the scripts provided -Provide customers with service information -Schedule appointments within our scheduling softwares -Enter customer information -Build rapport with each customer -Work efficiently during your shift -Document every call taken -Always keep a pleasant and friendly tone The following page provides a brief overview of how our system works. DGA owns an

Automatic Call Distribution (ACD) product, by Toshiba, located in McLean, Virginia. Centric

Telecom hosts, maintains, and programs this product for us. DGA currently owns hundreds of

Dial-in-direct (DID’s) phone numbers of which you will be assigned one. Each of our Clients is

assigned a dedicated DID that is routed directly to our system. From there, our system

performs a “round robin” distribution to Agents logged into our system. These calls come into

our system on a land-line, but are distributed outward, from our ACD, by way of the internet

using VoIP (Voice over IP) technology. Staff will see exactly which Client is providing the call, by

way of “pop-up” screens, and then make service appointments according to the guidelines of

the Client. This is it, in a nutshell. More details will be provided as you go through the process

of integration.

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Client DMS

703-226-1401

Client DMS

703-226-4502

Client DMS

703-226-3234

Client DMS

703-226-1235

Client DMS

703-226-8643

Client DID

703-555-5025

Client DID

703-555-5028

Client DID

703-555-5031

Client DID

703-555-5045

Client DID

703-555-5025

Agent

28

Agent

16

Agent

35

Agent

02

Agent

31

Agent

41

Agent

47

Agent

68

Agent

72

Agent

53

Toshiba

Net phone

System

HOW NETPHONE WORKS

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HOW NETPHONE WORKS

1) A Customer, from one of our many Clients, calls their local Dealership to schedule a

service appointment;

2) The call is then forwarded, via a dedicated dial-in-direct (DID) number that we provide, to

our NetPhone System;

3) Our system then determines which Agents are currently “logged in” to our system, and

forwards this call, across the internet using VoIP technology, to the next available Agent;

4) The Agent will hear their computer’s NetPhone “ring”, and the proper scheduling

software will automatically appear on the Agents computer screen upon answering;

5) The Agent then addresses the customer’s call, completes the service request using the

designated scheduling software, and logs the appointment directly into the Client’s

Database Management System (DMS).

6) Agent will become available again (wrap-up) after an automatic 10-second delay.

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WHAT IS EXPECTED FROM A DGA REPRESENTATITIVE

It certainly does take a certain “type” of individual to be successful at DGA. This position is not

for everyone. There are quite a few intangible qualities that we look for and expect out of our

team members. With our virtual call center business model, our management staff does not

have the ability to look over your shoulder on a daily basis. We put a great deal of trust in our

employees and expect that you are doing things the right way every time you come to work.

Here are some qualities that we look for in our representatives:

1) Over the top friendly on every call- This is what sets us apart from our competition. We

expect you to SMILE THROUGH THE PHONE on every call. We look to impress the

customer with our strong customer service. Even if you are having a bad day, it is

important to keep your smile on and be as friendly as you can possibly be. Attitude is

everything!!!

2) Strong Communication- This is very important as we do not have the ability to just walk

over to your desk and chat with you. If there is a problem, we need to know about it. If

you are going to be late or miss a shift, we need to know about it. If you notice a

discrepancy with information on a Vital Page, we need to know about it. Please always

feel free to reach out to our management team at any time of need.

3) Self Motivated/Self Disciplined- You will NOT be successful at DGA unless you have this

quality. No one is there to force you to hop on the phones. We expect that you are

going to show up for all of your shifts on time and work throughout. It is important to

set goals for yourself and work hard to reach them on a monthly basis.

4) Integrity- We expect our representatives to be honest and forthcoming. We ask that

you take pride in your job and your company.

5) Team Player Mentality- This encompasses everything just discussed. We are a team

here. Each team member is expected to contribute just as much as the next. Whether it

be communicating to a manager about an error or jumping on to help on during a rush,

we expect that everyone does their fair share to help out their fellow teammates. Again,

we ask that you take pride in your job and your company!!!

These are some of the major intangible qualities that we look for in our representatives. Please

keep all of these in mind throughout your career with DGA. Our successful, long lasting

employees all demonstrate these qualities on a daily basis.

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DRESS CODE FOR IN-HOUSE EMPLOYEES

Employees are expected to maintain the highest standards of personal cleanliness and present a neat, professional appearance at all times. It is not unlikely that a current or potential Client may be present within our office spaces. Because of this, DGA requires that all staff provide a daily professional appearance that coincides with the following requirements:

A neat appearance void of ripped or untidy clothing, sneakers, or sports shoes

No distasteful or suggestive exposure of skin and/or undergarments.

No loose clothing, jewelry, or hair, that may dangle in such a way to potentially create a safety hazard

Earrings should be tasteful and appropriate for all business and professional attire

Hair, including facial hair, should be clean and neatly trimmed and conform to professional standards of style and color

*NOTE* - Body piercings and body art (in the form of tattoos & other skin pigment

alterations) is a personal choice. However, DGA reserves the right to ask an employee to

remove or cover anything that is deemed to be inappropriate for viewing by customers

and other employees. If you have any questions regarding DGA’s Dress Policy, speak with

your Manager for clarification.

Please remember, our clients' satisfaction represents the most important and challenging aspect of our business. Whether or not your job responsibilities place you in direct client contact, you represent the company with your appearance as well as your actions. The properly-attired individual helps to create a favorable image for the company, to the public and fellow employees. The company maintains a business casual environment. All employees should use discretion in wearing attire that is appropriate for the office and client interaction. A good rule of thumb is to always DRESS TO IMPRESS.

22

MANAGEMENT TEAM

Karen Winterling (President) [email protected]

Karen began her career in the auto industry at the age of 23. She worked in New Car Sales

selling “aftermarket” products for newly purchased vehicles, and succeeded quickly. She

eventually assembled and trained a staff to effectively perform the profession, many of whom

still do so with great success today. Over the years, Karen has used her tremendous knowledge

of the auto industry to develop DGA Inc, the company you are working for today.

Karen is politically active, serving as the President of the Howard County Republican Club from

2009-2011, growing its membership from approximately 40 people to 350 people in those 2

short years. Karen is now an elected official, where she is serving on Howard County’s GOP

Central Committee until 2014. During her free time, Karen loves to spend time with her family

and friends.

David Winterling (Vice President) [email protected]

Dave began his career in 1977, working for the National Security Agency. In 1980, Dave

transitioned to a position as a Defense Contractor, subcontracting for the NSA. He continued

with this position for 20 years working for companies such as HRB, TRW, and Booz, Allen, and

Hamilton where he evolved from software engineering into program management.

Dave retired from his contracting position in 2000 to take on tasking with DGA, Inc. Since

starting with DGA, he has evolved his tasking from the computerization of all client and staff

reporting to the completion of all DGA’s financial business. In his spare time, Dave likes to

spend time with his family, is involved with political affiliations, collects guitars, and also enjoys

playing music.

mailto:[email protected]


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Nick Lawrenson (Sales Manager) [email protected]

Nick has been with DGA since 1996, starting as a Customer Service Representative making

outbound calls for our clients. He did this for 4 years until becoming an Account Executive in

2000. Over the next 10 years, Nick helped develop and implement new products for DGA.

Currently, Nick is DGA’s only sales person being completely responsible for bringing on new

clients.

Zach Kates (Client Relationship Manager) [email protected]

Zach has been with DGA since 2004. Currently residing in Pikesville, MD, Zach graduated

Summa Cum Laude from Towson University in 2002 with a degree in Mass Communications.

Zach’s daily responsibilities within DGA can best be described as being a liaison between our

clients and our staff members. Furthermore, Zach also works as one of our ACD managers.

Blu Schmitz (Training and Human Resource Manager) [email protected]

Blu has been with DGA since 2008. Starting in the sales arena, Blu has transitioned to DGA’s

Training Manager, in charge of the onboarding process of a DGA agent. Blu’s responsibilities

include recruiting, training, and quality assurance for all of DGA’s agents. Blu graduated from

Salisbury University in 2003 with a BA in Interpersonal Communications.

Robert Brasso (Staffing Manager) [email protected]

Robert has been with DGA since 2010. As the Staffing Manager for DGA, Robert provides a

detailed, organized customer contact schedule for service representatives to follow, forecasts

seasonal inbound call volume, assists in data management, and handles Netphone

troubleshooting and installation.

Sue Gerrior (Lead ACD Manager) [email protected]

Sue started with DGA in 2004. Our lead ACD Manager, you will find Sue opening up our call

center on a daily basis. Sue resides in Sunny Springs, Florida with her husband Joe, also a DGA

employee. In her spare time, Sue enjoys spending time with her family, going to the Hard Rock

Café, and day trips around Florida.

Jennifer Fryer (ACD Manager/Quality Assurance) [email protected]

Jenn has been with DGA since 2006. She started as a call center rep on Sue’s team, and was

promoted to ACD Manager is 2009. Along with being an ACD Manager, Jenn also helps out with

DGA’s quality assurance.







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Kristin Pantoja (ACD Manager) [email protected]

Kristin has been with DGA since 2007. A graduate of Towson University, Kristin earned her BA in

Communications.

Kristin currently resides in Owings Mills, MD with her husband Archie and their beautiful

daughter, Alex. In her spare time, Kristin enjoys taking walks with her daughter, going to the

gym, and spending time at the pool.

Rochelle Casiano (ACD Manager) [email protected]

Rochelle has been with DGA for 10 years, starting as a follow up agent with the company,

eventually being promoted to ACD Manager.

Our lone west coast manager, Rochelle currently resides in Chula Vista, California with her

husband of 13 years and 4 wonderful kids. Rochelle enjoys spending her free time with her

family.

Colleen Fellows (ACD Manager/Lead Virtual Trainer) [email protected]

Amanda Lawrenson (Quality Assurance) [email protected]





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AUTOMOTIVE 101

We do not expect any of our representatives to be an absolute expert on general automotive

knowledge. It is not in your job description to “diagnose” vehicle concerns for a customer over

the telephone. However, it will be in your best interest to learn as much as you can about the

service process as a whole. This section of the manual will teach you the basics.

Hierarchy of a Dealership (in regards to service)

-General Manager/Dealer Principal- Oversees the entire operation of the dealership. As a DGA

Representative, you will rarely speak to a GM.

-Service/Parts Director- Oversees the Service and Parts Department. The Service Director

makes decisions for both the Service and Parts Departments in regards to staffing, ordering,

policies, procedures, etc.

-Service Manager- Runs the Service Department. The Service Manager makes decisions for the

Service Department in regards to scheduling, pricing, capacities, policies, etc.

-Service Advisor- Works directly with the customers. This is the customer’s main point of

contact throughout the process. As DGA Representatives, you will speak to Service Advisors on

just about every shift.

-Techs- They are the ones whom DO the work.

-Service Cashier- Checks customers out, and help with the phones. The Service Cashier can be a

good point of contact within the Service Department.

-Customer Service Manager- Handles customer concerns.

-Appointment Coordinator- Schedules appointments internally at the dealership. We back-up

Appointment Coordinators in some instances.

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COMPLETE SERVICE PROCESS

1) Customer calls in or schedules their appointment on line. This is

sometimes the customer’s first experience with the dealership. Make sure you are

smiling through the phone and providing EXCELLENT customer service on each and

every call!! Also, make sure you are providing the dealership with a strong detailed

appointment, making sure that your spelling and grammar is correct.

2) Customer brings their vehicle into the Service Department. They will

sit down with their Service Advisor, discuss the issues at hand, fill out some

paperwork, and turn over their key. From here, they have a few different options.

They could drop off the vehicle and leave, they could wait in the lounge, they could

take the dealership’s shuttle, or they could pick up their alternate transportation

(loaner or rental). These options will be discussed in further detail as you read on.

3) Work is completed. During this process, the Service Advisor will be in

contact with the customer to keep them in the loop of what is occurring. Once

completed, the customer will be contacted again to let them know the vehicle is ready

to be picked up.

4) Customer comes back to pay and pick up their vehicle. They sign off on

the work and they leave the dealership. Some work will be covered by the

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manufacturer, meaning there will be no charge to the customer. You will learn more

about these types of services as you read on.

5) There is a good chance that the customer will receive a follow up

survey from the manufacturer in regards to their service experience. The surveys are

all a little different from one another; however, there will certainly be a question or

two that relates directly to the customers experience making their appointment. Our

scripts are built based on some of the common questions that the survey will ask. That

is why it is so important to always follow the script!!!

TYPES OF SERVICES

Once you get up and running on the phones, you will notice that you are receiving pretty similar

requests on a daily basis. It is important that you understand these service requests so you

know how to proceed with the appointment. This portion of the manual will focus on the

majority of the service calls you will receive as a DGA Representative.

Maintenance vs. Repairs- The service appointment calls you receive will fall into one of these

categories. A maintenance service entails something that the customer needs to have done to

maintain the longevity of their vehicle. Some examples of a “maintenance service” would be oil

changes, tire rotations, interval mileage services, wiper blade replacements to name a few. A

repair service entails something that the customer needs to have done to fix their vehicle.

Something is broken. Some examples of a repair service include a brake job, a new alternator, a

faulty window not rolling up correctly, etc.

Express Lane vs. Main Shop- You will notice that a handful of dealerships we work with utilize

an Express Lane, sometimes referred to as a Quick Lane or Quick Lube. A dealership will set up

these express lanes to handle their minor services, generally maintenance services as expressed

above. This is an important concept to grasp as these dealerships ask that DGA Representatives

schedule their customer’s appointments accordingly. With some of these Express Lanes, no

appointments are needed. In others, we might need to schedule on the Express Team. Please

28

make sure you are always looking at the Vital Information Page. Any applicable Express Lane

info will be listed for each dealership.

1) Basic/Quick Services- These services are generally pretty quick to have completed.

Again, we are talking about minor maintenances here such as oil changes, tire rotations,

wiper inserts, bulb replacements, 5k services. The customer can generally wait at the

dealership for these services to be completed. When you get a call for one of these

services, make sure you check the Vital Information Page. Does the dealership have an

Express Lane? Is an appointment needed? It is safe to assume that you will receive quite

a bit of these service requests on every shift you work.

2) Interval Services- You will learn that some manufactures, such as Toyota, use a certain

interval mileage to determine when a customer should come in for service. In other

words, the customer is due for service at every “x” number of miles. Generally, this will

be every 5,000 miles. Therefore, a customer would be due for service at 5,000 miles,

10,000 miles, 15,000 miles, 20,000 miles, etc. It is important to grasp this concept so we

are always recommending the correct service. This concept will be discussed later in the

manual.

3) Maintenance Minders- Other manufactures, such as Honda, will use Maintenance

Minders to determine when a customer should come in for service. A Maintenance

Minder is simply a code displayed on the dash of the vehicle when it comes due for

service. The Maintenance Minder could read A1, B1, A12, B12, etc. If a customer calls in

and explains to you that they have a code on their dashboard, this means their vehicle

follows a Maintenance Minder schedule.

4) Recalls- A recall of a vehicle occurs when a manufacturer determines that a particular

model of vehicle was produced with a malfunction that can be detrimental to a

customer’s safety. The manufacturer will send out a letter to customers driving vehicles

due for recalls to inform them to bring their vehicle into service to be fixed. Recalls are

at NO cost to the customer as the manufacturer directly pays for these repairs. As a DGA

Representative, it is important to check the Vital Information Page when you recall

requests as each recall is handled differently.

5) Warranty Work- A warranty is an agreement between the manufacturer and customer

that certain repairs will be covered over a certain amount of time or mileage. As a DGA

Representative, we do not have access to customer’s specific warranty agreement with

our clients. Please refer customers to a service advisor to answer any specific warranty

questions.

6) Aftermarket Services- See Aftermarket Section

7) Special Order Parts- See Special Order Parts Section

29

DGA SCRIPTS

The use of DGA’s scripts are very important as you perform your duties as a DGA

Representative. The scripts are designed to build rapport with the customer, gather applicable

customer data, build up repair orders for our clients, and get through the call in a timely

manner. It is very important to practice and become familiar with each script that we provide

to you throughout training. These scripts are MANDATORY on each call we take, and it is

important that our DGA Representatives come across as friendly, professional, and non-robotic

while speaking to every customer.

The following pages will provide all the scripts that you will need to perform your job effectively

and efficiently. Again, please become familiar with each script in entirety. Practice, practice,

practice!!!! There will certainly be times when the customer will “throw you off” the script.

However, the more comfortable you become with the script, the easier it will be to get back on

track.

Always remember…………………….

SMILE THROUGH THE PHONE!!!!

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DGA 2.0 Script

At the beginning of every call, write down the name of the dealer listed on the caller ID in

case you forget it or lose it. Be very careful never to say the wrong dealer, book in the wrong

dealer, and/or transfer to the wrong dealer. Dealers may immediately terminate our services

for mistakes such as these.

This script has been completed in sequential order, and should be used the same way on every

call to the best of your ability. It is a requirement that all agents use this script on every call.

NO EXCEPTIONS!!!

Greeting

“Thank you for calling (Dealer name), this is (Your name), are you calling to schedule to

service appointment?”

No matter what the answer is…

“I’d be happy to help you with that, and how are you doing today?”

“Have you been to our dealership before?”

Entering customer information into the system (we do NOT have access to customer data in

DGA 2.0)

“May I get the phone number you are calling from incase we get disconnected?” Enter

phone number and proceed.

“Great, may I get the spelling of the first and last name the vehicle is listed under?” Enter

customer name and proceed.

“Perfect, and can you please verify the year, make, and model of the vehicle you are

calling about?” Enter make and model and proceed.

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“Mr./Mrs.<insert last name,> I will be sending you an email confirmation of this

appointment, what email address should I send that to?” Enter email address and

proceed.

Recommend Maintenance

“How many miles do you currently have on the vehicle?” Enter mileage and proceed.

“Great, are you calling to schedule your <insert recommended mileage interval service>?

If yes, proceed. If not, find out what customer needs and proceed.

Building the repair order

“Is there anything you would like for us to inspect on the vehicle while we have it in the

service drive?

Selecting Transportation Options

“Are you able to drop off your car with us for the day or will you need to wait with the

vehicle?”

Do not bring up loaner, shuttle, or rental transportation options unless the customer

requests them first.

Selecting Advisor

“Do you have a preferred advisor whom you would like to work with?” Enter request or

use default advisor to proceed.

Selecting Date and Time

“Our first available time is 8:00AM on Friday, does that work okay for you?”

Confirmation of the Appointment

“Mr/Mrs. (Customer last name), I have you booked on Friday, October 18th at 8:00AM

for your oil change and tire rotation. I have you set up to work with Johnny. We have you

as waiting for the vehicle. I will shoot you an email confirmation at

[email protected]. Is there anything else I can help you out with today? Great, we

look forward to seeing you!”


32

XTIME SCRIPT







NO EXCEPTIONS!!!

Greeting





Locating Previous Customer

“Thank you for returning, and”

“What phone number is the vehicle listed under? (or you may say)

“What is the last name the vehicle is listed under”

Confirming Vehicle

“Mr/Mrs. (Customer last name), are you calling today with your (Year, make, and

model)?”

This lets the customer know that you have identified them in the system

Confirming Customer Details

Do your best to confirm the customer’s phone numbers (all of them and make sure there are

at least two numbers listed), e-mail address (letter for letter), and street name.

33

Current Mileage

“How many miles do you currently have on the vehicle?”


Consult with recommended maintenance form

Repair Selection

“Is there anything you would like us to inspect on the vehicle while we have it in our

service drive?”

Write the repair in this format: CUSTOMER STATES… (Explain the repair)

Selecting Previous Advisor (where applicable)

“I see that during your last visit you worked with (ASM name), would you like me to

make sure I book you with (his/her name)?



vehicle?”

Do not bring up loaner, shuttle, or rental transportation options unless the customer requests

them first.










34

Time Highway Script







NO EXCEPTIONS!!!

Greeting









Confirming Vehicle


model)?”


35





“I see that during your last visit you worked with (ASM name), would you like me to

make sure I book you with (his/her name)? (Last Advisor is highlighted in GREEN)

Current Mileage




Repair Selection

“Is there anything you’d like us to inspect on the vehicle while we have it in our service

drive?”




vehicle?”

Do not bring up loaner, shuttle, or rental transportation options unless the customer request

them first



36

Collect/Confirm E-mail

“May I have your e-mail address, so I can send you a confirmation of the appointment

once we are done scheduling?”








37

Auto Scheduler Script







NO EXCEPTIONS!!!

Greeting












38

Collect/Confirm E-mail

“May I have your e-mail address, so I can send you a confirmation of the appointment

once we are done scheduling?”

Confirming Vehicle


model)?”


Current Mileage




Repair Selection

“Is there anything you’d like us to inspect on the vehicle while we have it in our service

drive?”

Write the repair in this format: CUSTOMER STATES… (Explain the repair) You will need to

click add service if the service you need is not in there to put in the comments.



vehicle?”

Do not bring up wait, loaner, or rental transportation options unless the customer requests

them first.

39


“Do you have a preferred advisor that you would like to work with?”










40

AUTOBOOK SCRIPT







NO EXCEPTIONS!!!

Greeting







“What is the first and last name the vehicle is listed under?”

Confirming Vehicle


model)?”





Current Mileage


41



Repair Selection

“Is there anything you would like us to inspect on the vehicle while we have it in our

service drive?”



“Is there any particular advisor you would like to work with?



vehicle?”

Do not bring up loaner, shuttle, or rental transportation options unless the customer requests

them first.










42

Overcoming Objections & Word Tracks

May I speak with to my advisor? (beginning of the call)

Customer says at the very beginning of the call: “May I speak with my advisor?”

Agent should say:


Mr. (customer last name), I can book you with your preferred advisor if you are calling to

schedule an appointment.

May I book your service appointment for you?”

How long will that service take?

DGA reps should do their best to never quote times to a customer for any service. Even

something as small & easy as an oil change! There are word tracks that you should use in order

to prevent you from having to quote times. Please read below.

“Mr/Mrs. Customer, depending on the flow of work on the day you arrive will determine how

long this service is going to take. Once you arrive, the advisor will be able to give you an

exact amount of time that this service should take.”

How much does it cost for the maintenance?

Scheduling software’s will provide pricing for most services, but you will see that there are

plenty of services that do not include pricing.

Present pricing

For quoting pricing: Make sure you have found the correct service that the customer needs.

Verify engine type & model (where applicable) and verify oil type as in synthetic or standard

(where applicable). Once you are certain you have found the correct service, you may quote a

price if one is available.

Be aware of pricing captions such as “pricing starts out at”, price does not include taxes and

dispose fees”, and various other notations that may be located near the price.

43

No pricing

At times where there is no pricing available, please say:

“Mr. (customer last name), the pricing for this service varies based on year & model of the

vehicle. Once you arrive at our dealership, the advisor will be able to provide you the exact

price for this service.”

Customers may insist on knowing the price, please say:

“Mr. (customer last name), what I can do is book your service for you, and then try to connect

you to one of our advisors to get the exact cost of this service.”

How much does it cost to diagnose my vehicle?

Present pricing

“The cost of the diagnosis is (state the dollar amount). This price will go towards the cost of

the repair if you decide to have the repair completed at our dealership.”

No pricing

“The cost of the diagnosis is not listed here. The advisor can give you an exact price at the

time of write up.”

Customers may insist on knowing the price, please say:

“Mr. (customer last name), what I can do is book your service for you, and then try to connect

you to one of our advisors to get the exact cost of this service.”

May I have a loaner? (when customer does not qualify based on dealership parameters)

“Our dealership operates with a very limited amount of loaners, so we only provide loaners

for services that are estimated to take longer than (state the amount of time written within

the policy on the DGA Vital Page). May I arrange a shuttle or rental car for you?”

44

May I have a loaner? (when dealer does not offer loaner vehicles)

“Unfortunately, our dealership does not offer loaner vehicles. May I arrange a shuttle or

rental car for you?”

Can I drop off my car off before my appointment time?

Customers should always be told to arrive at their exact appointment time unless it is a night

time/early bird drop off. Please check the vital pages for these scenarios.

“We need you to arrive promptly at your appointment time in order to properly check your

vehicle in, and give you & your advisor time to meet to discuss your repairs.”

Are you located at the dealership?

“No, Mr./Mrs. Customer, I am actually in another building in a centralized location. We simply

book the reservations for <insert dealership name”.”

DGA Warm Transfer Script

Hello this is ______ (your name) from DGA speaking. I have Mr. /Mrs. _____ (customer’s name) on the line with their _____, _____, _____ (make, model and year of vehicle. Go on to describe the issue at hand with as much detail as possible. The following are a few examples:

They would like to check the status of their vehicle.

They can only come in on this Saturday and we do not show any availability.

They insist on a loaner vehicle but do not qualify based on your criteria. May I patch them through?

45

DGA TOP 10 LIST

We have noticed that there are certain important topics that need to be addressed in a section

of their own. We call these topics DGA’s Top 10 List. Please make sure that you are completely

comfortable with the topics below before taking a single call. These topics will be discussed in

the next few pages and include:

1. Using Script

2. Oil Change Appointments

3. Preferred Advisor Selection

4. Transportation Options

5. Recommending Services

6. Special Order Parts (SOP’s)

7. Aftermarket Services

8. Proper Transferring

9. Quick Pricing

10. Confirmations

Using Script- See previous section

Oil Change/Tire Rotation Appointments

The most popular call you will receive as a DGA rep is customers calling in to schedule oil

changes/tire rotations. This should generate a red flag in your head to automatically check the

Vital Information Page to see how this dealer would like us to proceed with the appointment. It

is important to note that every dealership handles these appointments a little differently.

SOME dealers do not want DGA scheduling appointments for these customers. In these cases,

you must inform the customer about the Express Service Department’s “no appointment”

policy. Please see Vital Page screen shots below in regards to Sterling McCall Toyota. This is a

dealership that has a “No Appointment Needed” oil change policy.

46

Other dealers might want DGA to schedule the appointment, but need the appointment

scheduled under the Express Team. Do not schedule this under the main shop. See screen shot

below of example from Russell Honda.

47

Express Lanes will generally handle oil changes, tire rotations, fluid services, wiper inserts, tire

repair, 5k services, and bulb replacements. However, ALWAYS check the Vital Information Page

to see the specifics on each dealership.

Main Shop is generally designated for larger services, diagnostics, and recalls. Customers

wanting an oil change AND a larger service would go into the Main Shop since the customer is

scheduling that larger service. Also, some dealerships do not have an Express Lane. In these

instances, ALL services, including oil changes and tire rotations would be scheduled in the Main

Shop.

Please make sure you are paying very close attention when scheduling these appointments. It is

our responsibility to make sure that we are scheduling these appointments correctly, and

communicating accurate information to the customer to every call.

Preferred Advisor Selection

An important aspect of every reservation is the selection of a service advisor. It is imperative

that DGA Representatives are proactively attempting to schedule customers with their

“previous advisor” whenever possible. The reason that we always attempt to schedule

appointments with the customer’s previous advisor is because it is possible that the customer

has a long standing relationship with a certain advisor and there is a certain “trust” factor there.

Furthermore, advisors appreciate DGA Representatives taking this approach as they sometimes

spend years building a relationship with particular customers and there is a “financial benefit”

to them.

As you read through this manual, you will learn the proper way to select an advisor within each

scheduling software that we use at DGA. As always, please remember to stay on script when

going over the advisor selection with the customer. This will get you through this portion of the

call effectively and efficiently.

Transportation Options

On every reservation that we make for our clients, it is important for DGA Representatives to

CORRECTLY document within the reservation what the customer is going to do while the vehicle

is being worked on. The customer will have the following options:

1. Wait- This means that the customer is going to check in their vehicle and STAY at the

dealership while the vehicle is being serviced. Dealerships have waiter lounges which

generally will have televisions, newspapers, coffee, and wireless internet. Only express

type services should be booked as “waiters.”

48

2. Drop-off- This means that the customer is going to check in their vehicle and leave the

dealership by way of their own transportation. Usually the customer will have a friend

or family member follow them to the dealership as they drop off the vehicle. A service

advisor will contact the customer once the service is complete so the customer can

come back to pick up their vehicle. As a DGA Representative, this should be your most

common used transportation option. Please use the correct closing script to

recommend drop off on the majority of your appointments.

3. Shuttle- This means that the customer is going to check in their vehicle and utilize the

dealership’s Courtesy Shuttle. It is very important to check the specifics of each

dealership’s shuttle policy within their Vital Information Page before scheduling the

customer with this option. All shuttle policies are different and it is important that we

are communicating the correct information to the customer. Please note that some

shuttles are 1-way, meaning they will take the customer somewhere and drop them off

only. Others are 2-way, meaning they will drop the customer off and then come back to

pick them up when their vehicle is completed.

4. Loaners- This means that the customer is going to check their vehicle in and leave by

way of a vehicle supplied by the dealership. There is no cost to the customer for this

courtesy vehicle. Please make sure you are ALWAYS checking the Vital Information Page

before selecting this option. Generally, a dealership will require a certain amount of

“service hours” in order to put a customer into a loaner vehicle. Customers will be

required to have a valid driver’s license, proof of insurance, as well as provide a credit

card to cover any incidentals.

5. Rentals- This means that the customer is going to check in their vehicle and leave by

way of a vehicle that they will be renting. There is a customer cost associated with

rental vehicles. It is generally a daily cost between $25.00-$75.00 dollars per day

depending on the type of vehicle the customer rents. Some dealerships have rental

agencies on location. Others might use a rental agency located somewhere locally.

Please always check the Vital Information Page to view rental specifics with each

dealership.

6. Night Drop/Early Bird- This means that the customer is going to drop their vehicle off

after hours. The majority of the dealerships we work with will have a night drop box

with envelopes that customers must fill out with their personal information, put key in,

and drop in the drop box. Someone from service will call the customer back the

49

following day to inform them that their car is checked in and to go over the specifics of

the service. Please make sure you are always reviewing the Vital Information Page when

discussing night drops with customers.

7. Pick-up/Delivery of Vehicle- This means that the dealership is going to send out a team

to pick up the customer’s vehicle at their home or business and bring it back to the

dealership for service. Although this is a relatively new service in the automotive

industry, we do get calls for this request. Please note that DGA Representatives DO NOT

SCHEDULE THESE. Pick-ups/deliveries need to be coordinated internally at the

dealership as there are a few different people that are involved in the process.

Recommending Maintenance

Every dealer is different from the next, but most dealers will use a close variation of the

manufacturer recommended maintenance as part of the maintenance intervals on their menus.

Honda/Acura

Word Track:

“Mr/Mrs. (Customer last name), is there a code displayed on your dash board telling you

what services you are due for?”

“Great, this means you are currently due for you’re A & 3 services, would you like me to

schedule those for you at this time?”

2006 & newer vehicles- maintenance minders

Maintenance minders are Honda/Acura’s method of recommending maintenance. A code will

be displayed on the vehicle’s dash board telling the customer what they need to have done.

2006 & older vehicles- interval services

50

Word Track:

“How many miles do you currently have one your vehicle?”

“Based on your current mileage, you are now due for your 7,500 mile service, is that

what you are calling to schedule with us today?”

Intervals services are services that are due a specific mileage interval.

3,750 mile service minor service

7,500 mile service minor service 2

15,000 mile service intermediate service

30,000 mile service major service

Toyota/Lexus

Word Track:


“Based on your current mileage, you are now due for your 15k service, is that what you

are calling to schedule with us today?”

All Toyota/Lexus vehicles will use Toyota Interval Services.

5,000 mile service minor service

15,000 mile service intermediate service

30,000 mile service major service

5,000 miles 5k service




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BMW & Mini

All BMW vehicles will display a code stating the vehicle is due for service.

Word Track:

“Is your vehicle stating “service due” on your dashboard or navigation screen?”

“Do you know what specific services you are due for?”

If not…”No problem, I will book your service. Once you arrive, the advisor will perform a

key read to determine which services you are now due for?”

Mercedes Benz

All Mercedes Benz vehicles will display a service due code stating the vehicle is due for service.

Word Tracks:

“Is your vehicle displaying a service due code on your dashboard?”

“Do you know if you are due for your Service A or B?”

If not… “No problem, how many miles do you currently have on the vehicle?”

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Service A is due every 1 year or 13,000 miles & Service B is due every 2nd year or 26,000

miles

Checking History… you can also check the customer’s service history to see if they had

their service A last or their service B last. You should recommend the opposite service to

customer.

All other makes

All other makes will typical fall within the interval service realm. Some manufactures will follow

a 3,750 mileage maintenance schedule, and others will follow the 5,000 mileage maintenance

schedule. You’ll notice that some 5k maintenance schedules will have their majors at 30k while

others will have their majors at 20k. It’s really important that you look into each system to

determine what the customer is due for.

With any interval service scheduling, the key is to select the largest service that fits into the

customer’s current mileage. Never book a 5k service for a customer that has 30,000 miles on

their vehicle if there is a 30k service for you to select.

Word Tracks:


“Based on your current mileage, you are now due for your 15k service, is that what you

are calling to schedule with us today?”

3,750 miles 3.75k service 5,000 miles 5k service 5,000 miles 5k service



15,000 miles 15k service 20,000 miles 5k service 20,000 miles 20k service


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33,750 3.75k service 30,000 miles 30k service 30,000 miles 5k service




SOP’s (Special Order Parts)

SOP’s (Special Order Parts) are parts that are needed to complete a “unique” job. Generally,

these parts are not in stock at the dealership and they must be ordered. There are thousands of

special order parts out there, and it is very important that DGA Representatives always confirm

the part is in before scheduling an appointment. There are 2 types of SOP calls that you will

receive:

1) Customers who are calling in to schedule appointments BEFORE their part has been

ordered. These customers might not know that the part they need must be ordered

first.

DGA Representatives cannot order Special Order Parts. Therefore, if a customer calls in to

schedule a SOP installation WITHOUT the part already ordered, we must transfer the call to a

Service Advisor so he/she can coordinate everything with the customer.

2) Customers who are calling in to schedule appointments AFTER their part has been

ordered by either their Service Advisor or the Parts Department. There is a good chance

that these customers have already been told by the dealership, either by phone call or

letter that their part is in.

DGA Representatives can schedule these appointments. Please verify with the customer that

they were already contacted by the dealership letting them know their part was in. Also, please

make a quick call to the Service Advisor or Parts Department (depending on who ordered the

part) just to confirm part is in. Lastly, please put note in the reservation stating “CONFIRMED

PART IS IN WITH X.” It is important to follow these steps to ensure that the customer is not

making a needless trip to the dealership.

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Aftermarket Services

An aftermarket service is when a customer calls into a dealership to have “something” installed

for their vehicle that was not put on by the factory when the vehicle was originally produced. A

few common aftermarket services that you will certainly receive calls for include:

CD players

Bluetooth

Alarm Systems

Remote Starters

DVD Systems

It is important to always check the Vital Information Page when you receive a call in regards to

an aftermarket service. Generally, these services are sensitive in nature. Some dealerships will

need to order parts. Others might not install certain products. The majority of the clients we

work with request that DGA Representatives transfer these types of calls back to the Service

Department to coordinate. However, there are a few out there which allow DGA to schedule.

When scheduling these appointments, please put as much detail in the reservation as possible

regarding the part being installed. What is the part? Does the customer have the part already?

Did the auto manufacturer make the part? (eg. Toyota CD player for a Toyota vehicle)

These appointments should be set as “Drop-offs” as they will take some time to complete. In

fact, it could be days’ depending on if the dealership has the part or not.

If you are ever uncertain if a service is an “aftermarket service,” please chat the MOD for

assistance.

Proper Transferring

As a DGA Representative, you will certainly need to transfer calls on a daily basis within the

dealership. Although you are expected to attempt to make an appointment on every call, there

will be times when a transfer is inevitable. As always, please make sure you are checking the

Vital Information Page on every call to ensure that you are transferring the correct calls.

Here are some examples of calls that we MUST attempt a warm transfer on:

-Technical Questions (we cannot diagnose vehicles over the phone)

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-Warranty Questions (we do not know warranty specifics)

-Parts calls (customers needing pricing on parts OR want to know if a part is in stock)

-Body Shop calls (we generally do not schedule body work)

-Pick-up/Delivery of vehicle (these must be coordinated within the dealership)

-Recalls (not EVERY dealership allows us to schedule recalls-please check Vital)

-Loaners/Rentals (not EVERY dealership allows us to schedule loaners/rentals)

As always, please make sure you are over-the-top friendly while completing these warm

transfers. Make sure you are following the warm transfer script in entirety. As a DGA

Representative, you are requested to attempt 1 warm transfer attempt. If unsuccessful, please

fill out the proper DGA Disposition Form and let customer know that someone from service will

get back to them.

Quick Pricing There are 2 “curveball” questions that you will get EVERY single day. 1)”How long will that take?” 2)”How much will that cost?” Your first line of defense when getting these questions is to check the QUICK PRICING located on the dealership’s Vital Information Page. This document will sometimes give you STARTING COSTS and MINIMUM wait times for MAINTENANCE SERVICES ONLY. Please make sure that you answer these questions with the following word track: “According to my system, that will be A MINIMUM WAIT TIME OF….” “According to my system, that price STARTS OUT AT….” If the minimum wait time or price is NOT listed in the Quick Pricing section, please use word tracks located in the Overcoming Objections section of the manual.

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Confirmations Confirmations are arguably the most import part of the appointment call. This is when we go

over the appointment details with the customer, and ensure everyone is on the same page

before the customer gets off the phone. The confirmation needs to be pleasant, efficient, and

contain the following details:

-Customer name or Sir/Mam

-Appointment date and time

-Services being completed

-Advisor name (if applicable)

-Transportation Option

-Email confirmation

The confirmation needs to stand out on the call. We want to give the customer the feeling that

they are being taken care of and we understand their concerns. Furthermore, this is the last

communication that the customer will have with our agent. The confirmation, when clear, is

what the customer is going to remember about their experience with our company. It is

important to remain bubbly, smile through the phone, and leave that customer with the

thought that the appointment process was fantastic.

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DGA 2.0 Scheduling Software

DGA Scheduler 2.0 is a scheduling tool created by DGA in order to help dealerships who do not

use a 3rd party scheduling software at their dealership. Although it is extremely easy to use, one

drawback of this software is that we DO NOT HAVE ACCESS TO CUSTOMERS

HISTORY/RECORDS. Every time we take an appointment using DGA 2.0, we are collecting the

information for the first time. The following guide will explain how to make an appointment,

modify/cancel an appointment, DGA Disposition Forms, and DGA Vital Information Pages.

TO CREATE/RESCHEDULE A DGA 2.0 APPOINTMENT

1. Greeting

2. Highlight Appointment Call under “CALL TYPE”

3. Highlight Schedule Appointment under “DISPOSITION”

4. Click Next Page

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5. Using the script, collect all applicable customer information. The script is right in front of

you as you go through the reservation. DGA 2.0 will not let you proceed until all

information is entered. Please note that you only need to collect the address if it is a

NEW customer.

6. Once all information is collected, click “Next Page.”

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7. Select the service the customer would like to schedule. Notice that the system prompts

you for the service to recommend based on the mileage you entered. This is in blue.

Also, if there is a description of the service, there will be a small blue “i” box next to the

service. Please scroll over this icon to view the service.

8. Once service is selected and any applicable notes are entered, select “Go To Customer

Options.”

9. From this screen, choose an advisor (if the customer has a preferred advisor) and

choose transportation option. Proceed to date selection by selecting “Go To Date &

Time Selection.”

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10. Using the calendar, select the date that the customer would like to come in. This will

then populate the list of available times. Choose a time that works for the customer,

and click “Go To Summary.”

11. Please verify the details of the appointment with the customer. If everything is correct,

select “Process Appointment.”

Congratulations!! You have booked a DGA 2.0 reservation!!!

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TO CANCEL/MODIFY/CONFIRM AN APPOINTMENT

1. Highlight Appointment Call under “CALL TYPE.”

2. Highlight the correct action needed under “DISPOSITION.”

3. Click “Next Page.” You will now be taken to the page below.

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4. Get the customer’s name, vehicle information, time of the appointment, and enter any

applicable notes about the request.

5. Click “Next Page”

6. Double-check your work. If okay, select “Process Appointment Request.”An email will be

sent to the dealership at this point and you are done!!

DGA VITAL PAGES/BUTTONS

DGA currently works with more than 100 clients. Each of these clients are unique, each having

their own policies and procedures. Because of this, we develop a specific Vital Information Page

for each dealership we work with, outlining specifics for each individual client. You will hear

over and over again to “check the Vital Information Page” throughout your career with us. In

fact, you will most likely need to look at each Vital Information Page on just about every call

you take. These Vital Pages are absolutely essential to your success as a DGA Representative.

Vital Information Pages will answer questions regarding:

-Hours of operation

-Quick Pricing

-Directions

-Alternate transportation

-Dealership contact phone numbers

-Work policies (recalls, body work, weekend work, glass work, aftermarket concerns,

vendor policies)

-Any other dealership specifics

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There are a few different ways to access a dealer’s Vital Information. First, there is a button in

your Net phone labeled “DGA Vital Pages.” From here, you can access ANY dealer’s Vital

Information Page as they are listed in alphabetical order.

Secondly, any time a call comes in the Vital Page for that specific dealership will be right at your

fingertips from the landing page. Please see screen shot.

From here, you can either click on any button on the left. A small screen will then “pop” with

just that specific information. Or, you can click on the “Dealer Info” button at the top middle of

the screen. This will generate the ENTIRE Vital Information Page to view.

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The Vital Information Pages are consistent with where the information is located on the page.

At first, it might take you some time to become familiar with where the information is located

on each page. However, once you get going in full force, surfing a Vital Information Page will

become 2nd nature.

If there is ever a time when you notice that a Vital Information Page is incorrect, please send an

email to your Manager explaining the error. This way the next rep who fields a call won’t run

into the same problem.

DGA REP PAGES/SAVING COOKIES

Every DGA Representative has a personal page within the DGA system. It is a good idea to view

your personal page on a daily basis as there are some important things that are located on the

page.

This page will show you your call count for the day, week, and month. This is a great way to

keep track of your personal goals throughout the month. You will always know how many calls

you have taken, and what you need to do to reach your goals.

From this page, you can also view your current status within the call center. Every agent will

have a colored status (green, yellow, red). Your status is based upon call evaluations, call

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counts, scheduling ratio, completed trainings, and manager 1 on 1’s. Always strive to be in the

green!!

Also, the DGA Rep Page offers quick links to important applications such as DGA University,

Auto Login, and Rep contact information.

Lastly, and most importantly, you will need to visit your DGA Representative page in order to

save your cookies. The DGA cookie is information that is stored on your computer ensuring that

your log-ins and passwords will automatically keep. In other words, the cookie enables you to

simply log-in to our 3rd party vendor websites (dealerships) without having to put in your

username and password each time. PLEASE CHECK YOUR COOKIE BEFORE EVERY SHIFT.

TO SET COOKIE

1. Enter your DGA Rep page. You can do this 2 different ways. The first way is through your

System Buttons on Net phone. Click on button titled “DGA.”

Or, you can visit www.mynewbdc.com.

Enter your username and password to view your page.

http://www.mynewbdc.com/

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2. Once logged in, scroll all the way to the bottom of the page. You will see the following

message:

3. Click on the blue Click here

4. You will now be alerted that the cookie was saved successfully. Press return.

5. Now you are back at your home page, if you scroll to the bottom again you will notice it

now says:

Your cookie is now saved and passwords are stored. Again, please make sure your

cookie is saved before every shift. If not, you will need to log-in to the scheduling

software manually with your individual username and password.

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XTIME

WHAT IS XTIME?

Xtime is the premier on-line shop management software providing on line scheduling solutions

to more than 2,000 dealers nationwide. Xtime gives dealer’s customers the ability to go on-line

& schedule their service appointments. Xtime also provides the dealership with a sophisticated

shop management tool that allows the dealer to closely control their flow of work throughout

the day.

Xtime & DGA: DGA works with over 70 dealerships nationwide that utilize the Xtime system.

DGA & Xtime have a strategic partnership that benefits both parties.

Contracted Items of the Call- DGA is required by contract to do the following:

Determining the reason for the call (Appointment, status, etc…)

Locating the correct customer file

Confirming customer information

Selecting maintenance & repairs

Selecting Teams & Advisors


Search Availability

Selecting the Appointment Time & Confirming Details

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MAKE AN APPOINTMENT/LOCATE CUSTOMER IN THE SYSTEM

1. Greeting

2. Entering Xtime- Click the Xtime button

3. Customer Search Page- Always ask “Have you serviced your vehicle at our dealership

before?

If yes, pull the customer up in the system by their last name or phone number already

located in the system. If no, select add a new customer, and fill out the new customer

page completely.

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4. Identify the customer by their vehicle. Ask the customer, “Are you calling with your

2005 Honda Accord?”

If yes, select the “Make Appt” tab

YOU HAVE ARRIVED ON THE PAGE WHERE YOU WILL CREATE A MASTERFUL APPOINTMENT!!!

Always take pride in your work!

Everything you do from this point on will be seen by the dealership, and is a direct reflection

on DGA!

5. Start by confirming & collecting the appropriate customer information:

6. Recommend Maintenance Based on the Year, Make, and Model of the vehicle:

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7. Ask the customer “Is there anything specific you’d like us to inspect while we have your

vehicle in our service drive?” Select appropriate repair op code

8. Determine correct team to book the customer into: Express or Main Shop (if applicable)

9. Ask the customer “Do you have a preferred advisor you would like to work with?” (if

applicable)

10. Select Transportation Option

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11. Select Search Availability

12. Select an appointment time that works for the customer

13. Confirm the appointment details with the customer. If everything checks out, select

book it & e-mail.

Congratulations, you’ve booked an Xtime Appointment!!!

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CANCEL OR MODIFY AN EXISTING APPOINTMENT

1. Greeting

2. Entering Xtime- Click the Xtime button

3. Customer Search Page- Ask customer the first and last name OR phone number that the

appointment is listed under.

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4. Verify model of vehicle and select “Make Appt” tab.

5. You are now in an appointment screen. You will notice that there is a RED link in the

upper left hand of the screen. This is a direct link to the appointment that the customer

already has in the system. Click on this link to access the appointment and make any

needed changes.

6. To cancel the appointment, scroll to the very bottom of the screen. You will see a button

labeled “Cancel Appt.” Click this button and the appointment is successfully canceled.

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7. To modify the appointment (change the date, add a service, change transportation

options), simply make any needed changes and click the “Update” button. THE SYSTEM

WILL TAKE A FEW SECONDS TO PROCESS THE REQUEST. PLEASE DO NOT LET THE

CUSTOMER OFF THE PHONE UNTIL YOU SEE THE CONFIRMATION.

DMS APPOINTMENTS

There will be times when a customer calls in to modify or cancel an appointment in Xtime and

you will see:

This means that the appointment was made by an advisor directly in the DMS (Dealer

Management System). DGA Representatives cannot make any changes to these appointments.

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If a customer wants to reschedule/modify a DMS appointment, follow the correct steps to

CREATE a new appointment. Once the customer is off the line, you must call the advisor to let

them know to cancel the existing DMS appointment. Whether you talk to the advisor or not,

make sure you fill out the correct disposition form explaining the outcome of the call.

If a customer wants to cancel a DMS appointment, simply get the customer information (name,

date and time of appointment, make and model of vehicle). Let the customer off the line and

give the advisor a call to inform them of the cancellation. Again, fill out the correct disposition

form explaining the outcome of the call.

XTIME SHOP MANAGEMENT

Shop management is the dealerships ability to control the flow of work within their shop.

Dealers apply strategy to make their shops as efficient as possible.

Levels of Service Work: Basic Most Comprehensive

Basic work: oil change OLF, tire rotation, minor maintenance services, and safety inspections

(Express Work)

Intermediate level work: brake inspections, intermediate maintenance services, and some

repairs & recalls

Major level work: check engine lights, water leaks, electrical, major maintenance, and some

repairs & recalls

Major work will have the most restrictions while minor work is most leniently scheduled.

How does Xtime determine an available appointment? Xtime factors the following

appointment points to calculate when the work is eligible to come in:

Type of work (basic-major)

Transportation options (drop off, shuttle, waiter, rental, and loaner)

Advisor availability

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TIME HIGHWAY

WHAT IS TIME HIGHWAY?

Time Highway is another scheduling software that dealerships use which allows customers to

schedule appointments on-line.

Currently, DGA works with approximately 7 Time Highway dealerships, including our biggest

client, Millennium Toyota.

Contracted Items of the Call- DGA is required by contract to do the following:

Determining the reason for the call (Appointment, status, etc…)

Locating the correct customer file

Confirming customer information

Selecting maintenance & repairs

Selecting Teams & Advisors


Search Availability

Selecting the Appointment Time & Confirming Details

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1. Greeting

2. Enter Time Highway- Click “Make a Time Hwy Appointment”

3. Customer Search Page- Always ask “Have you serviced your vehicle at our dealership

before?”

If yes, enter the customers first and last name OR phone number and press “Search.”

If no, press the “New Customer” tab, enter customer information, and save.

4. Identify the customer by their vehicle. Ask the customer, “Are you calling with you 2008

Toyota Prius?” If so, click on the Create Appointment icon on the left of the screen. Also,

confirm the phone number we have on file.

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5. Select an Advisor- You are now looking at a screen with a list of all of the advisors at the

dealership. If the customer has history, their previous advisor will be outlined in GREEN.

Ask the customer if they would like to work with that advisor again. If so, select

“Schedule An Appointment” under that advisors name. If not, select “Any Resource.”

6. Enter customer mileage- You will now be prompted for this information. Ask customer

for current mileage, enter mileage, and press “Update.”

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7. Select Service- Do this by checking the applicable box on the left hand of the screen.

Once selected, press “NEXT.”

8. Select Transportation, Date, and Time

Please note that available times are listed in blue. These available times will change depending

on the transportation option the customer chooses.

9. Enter customers email address and press “Next Step.”

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10. Confirm appointment details with customer. If everything looks good, select “Confirm

Appointment.”

Congratulations!! You have successfully booked a Time Highway appointment!!!

CANCEL OR MODIFY AN EXISTING TIME HIGHWAY APPOINTMENT

1. Greeting

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2. Enter Time Highway- Click “Make a Time Hwy Appointment”

3. Customer Search Page- Ask the customer the first and last name OR phone number

that the appointment is listed under. Enter information and press “Search” button.

4. Verify the vehicle and select “Create Appointment” icon.

5. The system will now tell you that the customer already has an appointment

scheduled. Confirm that you do want to change the appointment.

6. You are now seeing an Appointment Details screen. From here you can cancel the

appointment, change the service, or change the time. Select the option you would

like to do and the system will take you right where you need to be. As always, please

make sure you get a final confirmation before you let the customer off the phone.

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AUTO SCHEDULER

WHAT IS AUTO SCHEDULER? Auto Scheduler is an excellent on line scheduling tool that provides agents with ease of use. You will also see various similarities with Auto Scheduler & the DGA system. Auto Scheduler & DGA: DGA works with 6 Auto Scheduler dealers currently, but this number is growing quickly. Agents Objective with Auto Scheduler: Agents should identify the simplicity of this product, and learn to fly through appointments. Calls taken using the Auto Scheduler system should be much quicker than X time or Time Highway calls. Contracted Items of the Call‐ DGA is required by contract to do the following: >Determining the reason for the call (Appointment, status, etc…) >Locating the correct customer file >Confirming customer information >Selecting maintenance & repairs >Selecting Teams & Advisors >Selecting Transportation Options >Search Availability >Selecting the Appointment Time & Confirming Details

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1. Greeting

2. Enter Auto Scheduler by selecting “Make An AutoScheduler Appointment”

3. Customer Search Page- Use first and last name OR phone number to find existing record

in the software. Press search button.

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4. Identify the customer by their vehicle. Ask the customer, “Are you calling with your

2011 Toyota Tacoma?”

If yes, click on customer’s name to go out to schedule an appointment.

5. Start by confirming the customer’s personal information and selecting the correct

vehicle. At this point in the call, we verify phone number, address, email address, and

mileage. Once verified, click on the “Schedule Appointment” button. Note-it is very

small.

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6. Based on the mileage, recommend maintenance and select correct services.

Each menu will be unique depending on the dealership. To view available op-codes, click on an

service category which will then populate available op-codes.

To select an op-code, click on the box next to the service needed.

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7. Select the transportation option.

8. Select your advisor option.

9. Recommend 1st available time from the selections provided. Press Next.

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10. Confirmation

Give a solid confirmation and finish by pressing “Confirm” button.

CONGRATULATIONS!! YOU HAVE BOOKED AN AUTO SCHEDULER APPOINTMENT!!!

CANCEL OR MODIFY AN EXISTING AUTO SCHEDULER APPOINTMENT

1. Greeting

2. Enter Auto Scheduler by selecting “Make An AutoScheduler Appointment”

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3. Customer Search Page- Use first and last name OR phone number to find existing record

in the software. Press search button.

4. Find existing appointment. Once you find the customer in the system, look to the right

hand side of the screen. You will see a section that reads “Appointments.” If a customer

has an existing appointment, you can access it here by clicking on the date.

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5. Cancel, reschedule, or modify. Once you click on the date, the system will prompt you

on what you can do at this point.

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AUTOBOOK

AutoBook is our latest scheduling software initiated to DGA. Much like our other 3rd party

softwares, Autobook allows customers to schedule appointments on-line.

Contracted Items of the Call‐ DGA is required by contract to do the following:

>Determining the reason for the call (Appointment, status, etc…)

>Locating the correct customer file

>Confirming customer information

>Selecting maintenance & repairs

>Selecting Teams & Advisors

>Selecting Transportation Options

>Search Availability

>Selecting the Appointment Time & Confirming Details

This software is very easy to use, however is still in the infancy stage. Currently, there are a few drawbacks to the software that you must be aware of. DGA Representatives must log-in manually every time we receive a call with. Also, DGA Representatives must use Internet Explorer 8 OR Firefox for the browser to work correctly.

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1. Greeting

2. Enter Autobook by selecting “Make An Autobook Appointment.”

3. Manually enter your username and password that is provided to you. Press Login to

proceed.

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4. Select the correct dealership. Press “Go!”

5. Locate customer in “Customers” tab. You can use last name, phone number, or VIN

number to locate customers. Press “Schedule Appointment” button to proceed.

6. Confirm customer information. Make any needed changes. Scroll to the bottom and

press “Next.”

7. Select correct vehicle from drop down menu. If it is a new vehicle, please enter

vehicle information by selecting “Add New Vehicle.”

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You will notice that once a vehicle is selected, the service history will now populate on

the screen.

Click “Next” to proceed to the next screen.

8. Recommend/Select Service- The system will prompt you on what service to

recommend based on the mileage you entered. To select a service, use the drop

down menu under “Appointment Services.” Or, click on the “$” sign on the left panel

for the service you would like to add. Click “Next” button when complete.

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9. Choose advisor through drop down box.

10. Select transportation through drop down box.

11. Select date and time that works best for the customer. To do this, simply click a

date on the calendar to see available appointments. Once you select a date,

available times will populate.

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12. Confirm appointment details with the customer. If everything looks good, select

“Save and Close.”

CONGRATULATIONS!! YOU HAVE BOOKED AN AUTOBOOK APPOINTMENT!!!

CANCEL OR MODIFY AN EXISTING AUTOBOOK APPOINTMENT

1. Greeting

2. Enter Autobook by selecting “Make An Autobook Appointment”

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3. Manually enter your username and password that is provided to you. Press “Login” to

proceed.

4. Select the correct dealership. Press “Go!”

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5. To view an existing appointment, you need to access the “Appointments” tab.

Once you click onto the appointments tab, you will see a list for all of the dealerships

appointments for today listed by time.

6. Use the date key to choose the date that the appointment was origianally scheduled on.

You will notice that if you simply click into the date box, a calander will populate making

it very easy to get to an appointment days or weeks out.

7. Once you are on the correct date, find the customer name and click on the appointment

time on the left side of the screen. This will take you into the appointment that you

need to make changes to.

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8. You can now make any needed to the appointment. To cancel, simply click on the

“Cancel Appt” button on the right side of the screen.

You can also use this screen to reschedule the appointment to a different date. Do this

by selecting the date on the calendar to the day you need. Once the date is selected,

available appointment times will populate. Select desired time and proceed with

reservation as normal.

To add or change a service, you must select the “Services” tab. This will take you back to the

services screen allowing you to make any needed changes. Once changes are made, proceed

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with reservation as normal. If you need to delete any service, click on the red “-“ sign to the

right of the selected service.

Another way to access an appointment already in the system to cancel or modify is to pull the

customer up in the system through the “Customers” tab, much like when making an Autobook

appointment.

Once you pull the customer up in the system, you will see a link to any existing appointments.

Once you click on the link, you will be in the reservation whereas you can cancel or make any

needed changes.

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USER LOG-INS AND PASSWORDS

DGA SCHEDULER 2.0

Login: first name ( ex: rachel)

Password: xlastname (ex: xsmith)

XTIME

User name: dga agent # (ex: dga18)

Password: ( bdcwork)

TIME HIGHWAY

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Username: Dga_@ agent # (ex: Dga_@38)

Password: BD(W0rk (the 0 is a zero not a letter O)

DGA WEBMAIL

Username: agent#@dgasurveys.com ( ex: [email protected])

Password: xlastname (ex: xsmith)

SHIFTBOARD

E-mail: ex: [email protected] ( the number is your agent number)

Password: xlast name (ex: xbutterfinger)

AUTOBOOK

User name: dga agent # (ex: dga18)

Password: ( bdcwork)


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ONGOING TRAINING/REP EVALUATIONS

As a DGA Representative, you will be expected to complete on-going training throughout your

career with us. These trainings are extremely important to attend as we discuss common issues,

new policies and procedures, and other items integral to your success as a DGA Representative.

New Hire Testing- Once you have completed all of your training courses, you will be asked to

complete a New Hire Test. This test outlines everything that you have learned throughout your

training week. This test is completely “open resource,” meaning you can use your training

manual, call your manager, ask a friend, etc. We don’t want anyone to fail this test, more

importantly we want you to get comfortable maneuvering between our different programs,

and knowing where to go to find the information when the time is needed. Reps must complete

this test with a 90% or better in order to pass.

New Hire One on One’s- Before you take a single call at DGA, you will complete a one on one

training with a DGA Manager. During this training, you will be expected to show what you have

learned throughout the training process. The manager will make sure you know all the “basics”

of our business, give you some feedback on your current progress, and add some helpful insight

before you take your first call. In some cases, you may be asked to complete a 2nd one on one if

the manager does not feel like you are quite ready to be on the phones. Now is your time to ask

any questions you may still have. Please have questions ready for the manager as you complete

this exercise

Rep Video Training/Testing- Each Monday, a new training video will be posted on DGA

University. These videos will last approximately 10 minutes whereas we will discuss “hot items”

within our business. Upon watching the video, you will be asked to complete a 10-15 question

test related to the material in the video. Reps need an 85% on these tests to pass. ALL reps are

expected to complete these particular trainings within a 7 day period.

Ongoing One on One’s- A one on one is an opportunity for the rep and a manager to spend

time talking. A rep may have a one on one for different reasons. A rep must have a one on one

at least 4 times a year to go over personnel matters, job performance, and job requirements. A

one on one may also be scheduled if there is a “hot topic” that needs to be discussed with reps

and the information is too intensive to go over briefly. Finally, a one on one may be needed if a

rep receives a yellow or red score on an evaluation. Your manager will let you know at the

beginning of the month if you are required to complete a one on one.

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Call Evaluations- Call evaluations are done on every rep throughout the month. These

evaluations are of past calls that you have taken. A manager will listen and record the calls and

give you a grade. They are graded according to the elements below.

Smiling through the phone

Using the script correctly and without sounding robotic (building rapport)

Providing correct information to the customer

Good strong confirmation

Good strong closing of the call

Meeting all of the above requirements will result in a GREEN call.

If you miss some of the above requirements, you will be given a score of a YELLOW call. A

yellow call means that attention needs to be given to the call by both the rep and the manager.

If you receive a yellow call, please try to look at it as CONSTRUCTIVE criticism and an

opportunity to learn something that can you make your better at your job. The better you are

at your job, the more efficient your calls will be, the more money you will make. If you get a

yellow call, your manager will address it with you and email me back with their comments. The

rep also needs to acknowledge that he or she has read the email and what he or she will do

differently on the next call.

If something happens on the call which needs to be addressed IMMEDIATELY by the rep, the

manager, and a member of the office staff, then the call will be coded as RED. If you receive a

red evaluation, you are to stop taking calls IMMEDIATELY and contact your manager.

A yellow or a red call will also trigger a one on one with the rep. Please be aware that every

call that you take is being recorded. Make sure you put your best foot forward on each and

every call as you never know who will be listening to it. Strive for perfection on every call!!!

The Perfect Call- Now that you have seen all of the systems that we use to take calls and the

script that we ask you to follow while on them, we can talk about the perfect call. What is a

perfect call? A perfect call begins before you even answer the phone. Yes, you are working at

home, but that is no reason to not have a professional work environment. A professional

environment is a quiet work space in which you can concentrate and provide excellent service

to our customers. You will need a workspace that is all your own, free from distraction and

noise. You will need to have a pen and paper available to you in case you need to take notes.

Additionally, you may want to have a mirror. It might sounds crazy, but sometimes it helps to

actually look at yourself while you are talking to someone. There is a big difference in how you

sound on the phone when you are smiling versus when you are not. A mirror is a constant

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reminder of the difference. So now that you have your professional environment and your

SMILE on, you are ready to begin on your quest for the perfect call. Here are the elements of a

perfect call that will help our customers achieve their goals and continue their relationship with

DGA.

1. Smile. Smile. Smile. We cannot stress enough how the way that you answer the phone

will set the tone for the call. DGA Representatives smile through the phone!!

2. THE SCRIPT. Know it. Memorize it. LOVE IT. You need to know the script. You need to

be comfortable with asking the specific questions on the script. You need to make it

your own so as to not sound robotic on the phones. This brings up building rapport. It

never hurts to be friendly to a customer. It is important to listen to them and identify

with any concerns or frustrations that they have.

3. The Vital Pages – crucial to the perfect call. It is a good idea to pull up the vital for the

specific dealership at the beginning of the call so you have it available to you for quick

reference. A perfect call will be one in which the rep checks the vital and gives accurate

information.

4. The confirmation. This is important not only to confirm the details with the customer

but also to protect yourself. It is your last chance to confirm with the customer what

you have scheduled for them. This is when you can correct any mistakes to ensure that

the appointment is correct.

5. The closing. Thank you for calling “(name of dealer)”. Always a good idea.

A perfect call will result in a grade of GREEN. Some of these calls will be shared on DGA

University whereas other reps can listen and learn from the call.

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DOCUMENTING EMPLOYEE PERFORMANCE

There will be instances when management must document poor employee performance. When

this occurs, the agent will receive a “write-up” notice, discuss the issue at hand with

Management, and be asked to sign the document. 3 write-ups in a 1 month period will

automatically result in termination. Write-ups will remain in the agent’s personal folder for the

entirety of employment with DGA.

Write-ups will be issued, but not limited to, the following:

Poor Schedule Adherence (unexcused tardiness and/or calling out)

Dress Code Violation

Smoking Policy Violation

Failure to follow DGA Addendum guidelines

Automatic terminations, with no write-up needed, will result with:

Violent behavior, threats of violence

Drug and/or alcohol use while on duty

Carrying a weapon on company property

Theft, destruction of company property

Falsifying documents (ghost appointments)

Insubordination

Abandonment of job (3 unexcused absences in a row)

DGA prides itself on offering a pleasant work environment for all of our staff. While at work, we

ask that you follow our simple rules and respect your teammates sitting next to you.

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MISCELLANEOUS DGA

DGA on the web- Please feel free to visit our website at www.mynewbdc.com. Also, we ask

that you join our Facebook community at: http://www.facebook.com/#!/pages/Dealers-

Greatest-Assets-Inc/54468300665

It is a great way to meet some of our team members, trade stories, and learn more about the

company.

Agent of the Month- One team member will be selected each month as Employee Of The

Month. The home office will select the individual based on nominations from Managers and

DGA Representatives. If you feel someone is worthy of the award, please send an email to your

Manager stating the reasons why. The winner will receive a 100.00 Visa gift card and will be

recognized on DGA University. Past winners show the ability to follow script on every call, smile

through the phone, maintain a high scheduling ratio, communicate clearly to their Manager,

and do the “little things” such as help out when needed and refer candidates to our team.

Who To Contact- As you have already learned, there will always be a MOD while you are taking

calls. If you ever have a question in the middle of a call, please reach out to that MOD by chat

or call. Anything else, please contact your Manager as a first line of defense. He or she will point

you in the right direction.

http://www.mynewbdc.com/

http://www.facebook.com/#!/pages/Dealers-Greatest-Assets-Inc/54468300665

http://www.facebook.com/#!/pages/Dealers-Greatest-Assets-Inc/54468300665

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