ESTIMATES & QUOTING
Handle estimate calls without putting the wrench down
Turn ‘How much will it cost?’ into a clear, well-prepared request instead of another interruption in the bay.
An estimate caller wants clarity. Your technician wants enough information to give a useful answer. The receptionist’s job is to bridge that gap: gather the details, follow your pricing rules, and make the next step clear without turning a description over the phone into an invented diagnosis.
Define what the agent is allowed to quote
Some services have shop-approved menu pricing. Others need an inspection, parts identification, or a service advisor’s review. Write those categories down before asking an AI receptionist to handle estimate calls.
For an approved menu price, specify what it includes and when the agent must stop and ask your team. If a price depends on vehicle details or parts choice, collect those details before discussing the approved price. If the situation falls outside the rule, prepare an estimate request instead of improvising a figure.
Collect details that change the next step
Start with the year, make, model, requested service, and callback number. Let the customer describe the concern in ordinary language. Ask about an existing estimate or prior visit only when that information helps your team find the right record.
Avoid making every caller repeat a long checklist. A scheduled maintenance question and a new noise concern need different follow-ups. Your service advisor can define the small set of questions that makes each request useful.
- Vehicle year, make, and model
- Requested service or concern in the caller’s words
- Whether an inspection or existing estimate is involved
- Preferred contact method and timing
Close with a commitment your shop can keep
Repeat whether the caller received an approved service price, requested an estimate, or needs an inspection appointment. Explain any approved next step and who confirms it. Do not turn an estimate request into a guaranteed final repair price.
Review a handful of calls with your team before expanding the workflow. Look for missing vehicle details, confusing price wording, and unnecessary transfers. Your standard is not how confidently the agent answers; it is whether the advisor can act on the information without starting the conversation over.