Page 25 - Agent Handbook 9.14.21

GEC Appointment Setting and Other Policies

Appointments – Overview
A “set” appointment is defined as “having a specific date and time agreed upon by the guest”. A
shown appointment is defined as “the dealership has checked the guest in showroom on the desk
log.”

The ESO report is used to determine the number of show and sold appointments each agent will
be paid for at the end of the month. Agents should review this report to ensure they are correctly
paid each month.

Appointments should not be set further than 48 hours in advance. If a guest requests an
appointment further out than 48 hours, the GEC agent should put a note in the record “Didn’t set
appointment because it’s more than 48 hours. Will set as soon as its 48 hours out.” And set up a
task to re-contact the guest, ensure they are stilling coming and then schedule the appointment
within the 48-hour timeframe.

• What about remote purchases? Put a note in the record indicating this is a remote purchase
and this will allow you to set the appointment later, without another agent taking the
appointment

• What about deposits or dealer trades? Put a note in the system that this is an order or
transfer, and this will allow you to set the appointment later, without another agent taking the
appointment

All appointments should have a confirmation sent through email, text, or call. This confirmation
communication should be sent right after the appointment is made with the guest. This
confirmation communication does NOT take the place of the actual confirmation process that is
done the evening before or morning of the appointment.

• Guests who indicate they “are on their way” or will be there in 1-2 hours, should still have a
confirmation communication sent either email or text. These appointments can be auto-
confirmed, and the GEC agent can check the confirmed box on the desk log due to the short-
elapsed time for the appointment.

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