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Evaluate your team with AI callers posing as customersChoose what to test, then see what’s working and where to improve

Dealership - AI customer call

61/100North Park - Wed 1:12 PM

0:00 / Loading duration

Dealership
How may I assist you?

Pricing clarity15/30

The employee checked the markup with a manager, but the advertised price and later figures never became one confirmed total

Reconcile the vehicle price and markup into one clear quote before recommending a visit

The $31,224 quote changed to $27,224 plus a $1,500–$2,000 markup, without one confirmed total

Fee transparency6/25

Taxes and DMV fees were mentioned, but the caller’s question about the website’s $399 doc fee remained unresolved

Verify whether the doc fee applies and whether it is included, then explain the complete fee breakdown

Did not resolve the $399 doc fee Zach found on the website

Vehicle identification20/20

The employee requested the VIN suffix and reconfirmed the requested vehicle

Keep confirming the specific vehicle before discussing its price

Verified the VIN and reconfirmed the vehicle with Zach

Availability10/10

The employee clearly confirmed that the requested vehicle was available

Continue giving a direct availability answer once the vehicle is identified

Confirmed the vehicle was available

Next step10/15

A visit to a sales specialist was suggested, but no specific appointment or confirmed quote was offered

Agree on a specific next step that also resolves the caller’s outstanding pricing questions

Suggested a visit, but offered no specific appointment or confirmed quote

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50%

Fewer unresolved inquiries

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Scorecard

Team average

71 → 78

October

7 points

48 callsOctober - November - 4 locations

78/100

Task resolved18/25

Most inquiries received useful guidance, but some callers left without a confirmed next step

Agree on a specific action and confirm who will follow through before ending the call

Accuracy20/20

Pricing and policy explanations were consistent across the sampled calls

Keep approved references current so the team can maintain this consistency

Tool and data use8/15

Follow-up records were often missing caller details or routing information

Check contact details and assign the right team before saving the inquiry

Required steps10/15

The team followed much of the inquiry process, but missed required fee and quote explanations on some calls

Build the required disclosures into the conversation before moving to the next step

Escalation7/10

Transfers generally reached the right team, but incomplete handovers left callers repeating their request

Summarize the customer’s needs and the checks already completed when handing over

Responsiveness5/5

The team responded promptly and kept callers updated during checks

Maintain clear updates whenever a price or availability check takes longer

Turn-taking5/5

Employees consistently let callers finish and responded without talking over them

Keep leaving space for the customer to explain their needs before recommending an option

Tone and clarity5/5

The team sounded welcoming and explained information in clear, concise language

Continue using direct explanations and checking that callers understand the next step

Team member	Score	Focus	Priority
Alex MCentral	94	Escalation - 8/10	All checks met
Jordan KWest End	88	Accuracy - 17/20	Explain the admin fee
Morgan SCentral	76	Required steps - 11/15	State the quote requirement
Casey LNorth Park	68	Task resolution - 19/25	Offer a clear next step
Taylor RWest End	64	Task resolution - 18/25	Clarify the customer’s needs