Call Information
07414957361
3m 42s
Jul 31, 2025, 4:04 PM
VW Bath VW UK
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Original Call Recording
uploads/dae440fd-c51a-4ec5-8048-da9ad1ad968c.mp3
Call Type Classification
The call revolves around arranging a test drive for a vehicle, which is a sales-related activity focused on progressing a potential purchase rather than service or parts inquiries.
Short Summary
The customer called to inquire about test driving an automatic Polo on Sunday, and the agent gathered relevant details and promised to follow up after checking availability.
Concerns
The agent could have confirmed a callback time or method more explicitly to manage customer expectations. There was a slight hesitation and repetition when confirming the surname spelling, which could be smoother. The initial IVR transcript lines appear to be mistakenly included as agent speech, which may indicate transcript quality issues but not agent performance.
Detailed Summary
The customer contacted the dealership to arrange a test drive for a specific automatic Polo vehicle. The agent professionally collected the customer's name, contact details, and vehicle registration, then explained the dealership's opening hours and confirmed the next steps. The customer mentioned traveling from Oxford and not having a part exchange vehicle. The agent maintained a polite and helpful tone, promising to call back with an update and potential booking. The call ended positively with the customer expressing thanks.
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 (6/8 items completed - 75%)
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 owned vehicles,
press 2.
For anything else, please
Good afternoon. You're through to Steve at Mark Volkswagen. How can I help? Hi. Yes, Steve. I was wondering if I would be able to test drive one of your cars on Sunday.
Yeah. I can find out for you and
possibly come back to you shortly
with an update. Which particular car have you got your eye on? It's an automatic
polo.
Polo auto. Okay. Was there one that you've seen? Yeah. It's
I can give you a reg if you want. Yeah. Please do.
CV72NWZed.
WZed.
Okay. Alright.
And if I may, can I just take your name first of all? Of course. Melissa.
Melissa. Okay.
And
what was your surname, Melissa?
B e n
h a s.
Oh. Is that c e n? B.
B for Bertie?
Yep.
E, n
for
Nelly. Okay. So it's bravo November
Yep.
Yep.
B e n
h a m.
Okay. Fine. And what's the best contact number for you, please?
07
Yep. 414954957361.
7361.
Fantastic.
Okay. Let me find out if the car is still available and on-site,
and I'll come back to you. And if it is, we can certainly arrange something for Sunday.
We're open at
10:00
until
04:00.
So, hopefully, we can get that all booked in for you. Do you live local to us?
I
not well, like, I'd be traveling from Oxford. So, honestly, I would be best. So that because yeah.
Yeah. Okay. Well,
let let's see where we are. Do you have a car that you're looking at part exchanging?
No.
No part x. That's good. Okay. Fantastic.
Alright. Well, let me let me go look into that. Were there any other questions that you might have on the car while I go look for information?
Honestly, not right now.
Okay. Alright. I'm assuming you've looked at a few of these. Have you? Or have you Yeah. You know, obviously not being local to us? Yeah. No. Yeah. I actually do live from I go to university in Bath, but I'm just home from home. So
Oh, fantastic.
Good. Excellent. Alright. Well, let me have a look into this, and I'll give you a callback shortly, Melissa, and hopefully, we can book something in for you. Amazing. Thank you. Alright. Speak soon. Thank you. K. Bye.
Bye.