Call Information
07791068831
8m 36s
Jul 29, 2025, 11:10 AM
VW Bath Mon Motors VW
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Original Call Recording
uploads/e1e59cf6-889c-4f53-9b49-28898bbc2558.mp3
Call Type Classification
The call focused on providing detailed information about vehicle financing options and discussing potential purchase/leasing terms, which aligns with sales activities rather than service or parts inquiries.
Short Summary
The customer called to inquire about leasing options for a Volkswagen vehicle, and the agent provided detailed explanations comparing leasing and PCP options, promising to send a quote later.
Concerns
The initial transfer to the requested person was delayed, causing the customer to be on hold for nearly two minutes, which could impact customer experience. The agent occasionally used filler words and slightly repetitive phrasing, which could be streamlined for clarity. There was a minor inconsistency in the customer's name being referred to as both Matt and Alex towards the end, which could cause confusion.
Detailed Summary
The call began with the customer requesting to speak to a specific person, Alastair, but was connected to Oscar, a sales agent. Oscar patiently explained the differences between leasing (PCH) and PCP financing options, highlighting flexibility, costs, and potential penalties. The customer expressed interest in understanding leasing costs and mileage limits, and the agent offered to provide a detailed quote based on the discussed parameters. The call ended positively with confirmation of the customer's contact details and a commitment to follow up with the requested information.
Key Information
Sales Call Quality Analysis
Detailed analysis of sales performance and techniques used in this call
Sales Call Quality Analysis
Detailed checklist evaluation for sales call performance (5/8 items completed - 63%)
Sales Process Checklist
Customer Sentiment Analysis
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 20/100 → Display: 81/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
To inquire about a new vehicle, press 1.
To inquire about one of our pre
Good morning. My name is Oscar, part of the sales team here at Bath Volkswagen. How can I help? Hi. Is it possible to speak to Alastair, please?
Oh, yeah. Most certainly. Let me see if he's around. I know that he's not at his desk at the moment, but I will see if he's free for you. What was your name?
Matt Jacobs. Right. I saw him on on Sunday.
Okay. If he if he's not free, can always give me a callback a little later.
No. That's alright. Let me just go find out for you. What I'll do, let me pop you on hold for just a moment. Alright? Yeah. No worries. Thanks.
Hello?
Hi. Alan Smith?
Yeah. Speaking.
Hi. It's Matt Jacobs. I we we came to you on Sunday about the the GPS. Hi, Matt. Yeah. Hi. How doing? You alright?
Yeah. I'm good. I'm good.
Good. Good.
Just had
a question hoping you can help me with.
Yeah. So we're kind of looking at all
the available options to us, you know, to be we'd like to make sure we got all the information before making our our decision.
Sure.
When we're when we're looking
on the Volkswagen site around
paying for the car, obviously, it mentions around
leasing being an option, but it doesn't really have much detail. But I didn't know whether you got, like is that something you offer through
your
through through your company or, know
Yeah. I mean, when you say leasing,
do you mean like a contract hire?
Yes.
So it's literally, like, a long term rental. So,
you know, you agree a term of maybe three or four years
and an annual mileage.
You you pay a monthly rental for the car. You use the car as normal, and at the end of the term,
you just hand it back and walk away.
Yeah. Yeah. I think we we sort of, like, wanna understand like, we know, you know,
TCP or the higher purchase options there. We and that's we've got Yeah. There's obviously a lot of information about that available to us, but it's the the leasing side we weren't we didn't know what the cost would be, how that would work out. I wonder whether that's something we can talk about.
Yeah. I mean, I can get I can get a figure for you.
We always what we find is most and it, you know, it doesn't mean all customers is better for, but what we find most customers
prefer about PCP
is that you've got the same
return
ability at the end of the agreement. So with the PCP,
once you've got to the end of the term, if you didn't want to do anything with a car other than return it, you could, and you would own nothing and, you know, you just walk away without any liability.
Yeah. But what most people find is that they've built up some equity in the car. So at the end of the agreement, even if they wanted to walk away from a a Volkswagen,
swap to a different brand, buy a completely different sort of car, they will probably have built some equity up,
which they then can use into their next agreement.
Right. Okay.
And you can also
change early.
So, you know, you won't be penalized.
You'd only ever pay interest and charges up to the point that you settled. So if you settled after three years, you'd only have paid three years in interest and charges.
With a lease, you are very
it's very less
flexible.
So if you had a change of lifestyle, change of needs,
then you're sort of locked into the agreement till the end of term.
The only way you could ever change that is to negotiate with them to buy yourself out of that contract,
which Right. Normally normally carries penalties. So Yeah. Because none of us are certain about life and what what the next three or four years is gonna bring,
it's always,
I suppose, in the back of people's minds, you know, a downside.
But there's absolutely no problem. I can get you some figures,
and we can work on, you know, any term that you want. Most
most
PCH,
personal contract hires, are done on four years, so forty eight months.
And, normally, people put something like three months
rental in advance.
So you would have three plus forty five,
and you can include or exclude
service
and
tires or just service
or nothing at all, whichever you prefer.
Yes, sir.
So annual mileage, I think we talked about
10, didn't we? If I remember correctly. Probably
be well, I think $88,000
would so it pay obviously, depending on how it affects the price. 8,000 would be Yeah. Reasonable for us. You know? Okay. Yeah. Well, let's let's work on eight.
So if I do a a standard Golf GTI,
no options, just the standard car on a PCH,
four years, three plus 45 at 8,000 miles a year,
It will show you if you want to add servicing and tires. It will give you a breakdown,
which tells you what that would cost you monthly.
Okay. Yep.
Now we've got no
control over what what the rentals are because it's
it comes direct from Volkswagen.
So they set that.
Whichever dealership you went to, it'd always be the same.
Right. But it it it's a good a good way to look at a comparable
to what the PCP would cost. And if you look at them side by side, which I can do for you,
you know, you'll you'll have an idea of whether
which, you know, which which is better for you.
Yeah. Okay.
That's good to me.
Alright. Well, I shall get that over to you later today.
Alright. Cool. Have you got our email address? Yeah. You have. We gave it Claire Matt twenty seventeen. Yes. Yeah. I've got all that. Yeah. That's all on all on file for you. Lovely. Alright. Great. Thanks, Alex. Thanks, Matt, and thanks for calling.
Alright. Speak to you later. Bye.
Bye.