Subject: Updates - Canned Responses & VIN
From: Ashwinee Latchayya <[email-masked]>
To: audi <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Mon, 30 Nov 2020 06:28:08 -0700 (MST)

Hi Team, 

Our VW client has requested that we use the term 'colleague' instead of Volkswagen representative. The canned responses have now been changed. 

They have also requested us NOT to use any negative sentences. So many of the canned responses have been changed. Most of them will be the same ones we use for Audi. 

#when(volks) has been deleted. You can use #timespecific instead. 

Go through the highlighted canned responses in the canned responses sheet. They will either be the modified ones or new canned responses which has been added. 

UPDATE - VIN 

It's confirmed that we need a VIN if a customer wants to trade in their old car for both Audi & VW. 

Follow the below steps when asking VW customers if they want to trade in their old car. 

#tradeVOLKS 	Are you looking to trade in your old car? 
#trade1 	What car are you looking to trade in ? 
#trade2 	Can you please share your car and VIN details to process a request for the valuation of your car? 
#trade3 	I would need the model (year) of the car you're looking to trade in as well as the mileage please. 

You will use #trade3 if the customer doesn't provide you with the car details (such as the model or mileage). 

For Audi - DO NOT ask for trade in. Any customer asking whether we do trade in you can use the below. 

#tradeaudi 	Yes, we do. Are you interested in the Trade-in option for your car? 
#trade1 	What car are you looking to trade in ? 
#trade2audi 	Can you please share your car and VIN details to process a request for the valuation of your car. 
#trade3 	I would need the model (year) of the car you're looking to trade in as well as the mileage please. 

Let me know if you have any doubts. 

Ashwinee L 
Account Manager 
Skype : live:ashwinee_9