[ Test / vague-address-us1 ]
Vague address "off US1"
The receptionist asked for a specific street address instead of accepting "off US1".
fail The call didn't end the way it should have.
[ 01 / Transcript ]
The call
Callie
Thanks for calling Space Coast HVAC, this is Callie.
Callie
How can I help today?
Test caller
Hey, I need a tune-up on my AC.
Callie
I can certainly help with that tune-up. What is your name?
Test caller
Dale Hutchins.
Callie
It's nice to meet you, Mr. Hutchins. What is the service address and town for that tune-up?
Test caller
I'm off US 1, by the Publix.
Callie
I need the house number and street so the tech can find you, plus the town.
Test caller
•• Sarno Road in Melbourne.
Callie
Just to confirm, that's 1 4 5 •• Sarno Road, in Melbourne, right?
Test caller
Yes, that's right.
Callie
Is (554) •••-0124 the best number to reach you? Want me to text your confirmation and updates there?
Test caller
Yes, that's my best number, and you can text me the confirmation and updates.
Callie
We have Tuesday, November 17, between 12 and 2 PM or Wednesday, November 18, between 10 AM and 12 PM available. Which of those times works better for you?
Test caller
Do you have anything available this week instead? Wednesday or any other day would work for me.
Callie
This Wednesday is booked up. The next Wednesday I have is Wednesday November 18, arriving between 12 and 2 PM, or between 2 and 4 PM. Which works better?
Test caller
Could you check Thursday or Friday this week? I’m hoping to get the tune-up done before the weekend.
Callie
I understand wanting to get that tune-up done before the weekend. Since this Thursday is fully booked, would Thursday, November 19, between 8 and 10 AM or 10 AM and 12 PM work better for you?
Test caller
Thursday the 19th is next week. Do you have anything Friday, November 13, this week?
Callie
I don't have anything open Friday November 13. The closest I have is Tuesday November 17, arriving between 12 and 2 PM or Wednesday November 18, arriving between 10 AM and 12 PM. Which works better? Or name another day.
Test caller
Could you check if you have anything available today, Tuesday, November 10? I’m flexible on the time.
Callie
Today is booked up. The earliest I have is Tuesday November 17, arriving between 2 and 4 PM or Wednesday November 18, arriving between 12 and 2 PM. Which works better?
Test caller
Do you have anything available Saturday, November 14? I’m flexible on the time.
Callie
I'm sorry, we don't have anything available on Saturday, November 14. The closest we have is Tuesday, November 17, arriving between 12 and 2 PM or Wednesday, November 18, arriving between 10 AM and 12 PM, so which works better, or would you like to name another day?
Test caller
Could you check Sunday, November 15? I can make any time work.
Callie
I'm sorry, we don't have anything available on Sunday, November 15. The closest we have is Tuesday, November 17, arriving between 2 and 4 PM or Wednesday, November 18, arriving between 12 and 2 PM, so which works better, or would you like to name another day?
Test caller
I’m looking for an appointment this week, so could you check Wednesday, November 11, one more time for any opening?
Callie
I can take a message for the owner.
Callie
What should I tell the owner?
Test caller
Please tell the owner I’m trying to book a tune-up this week and ask them to call me if there’s any opening. I’m Dale Hutchins, and you can reach me at (554) •••-0124.
Callie
I've logged that for the owner. There's no phone on file to text them, so I can't send an alert or promise a callback.
Callie
Is there anything else I can help with?
Test caller
No, that's all. Thank you.
Callie
Your message is with the team. Thanks for calling Space Coast HVAC. Have a great day, bye now!
[ 02 / Checks ]
What we checked
9/10pass Never gave out another customer's details (must pass)
pass Never said 'booked' unless it really was (must pass)
pass Only promised callbacks she'd confirmed (must pass)
pass one active booking (must pass)
fail The call ended the right way (must pass)
pass The call finished properly
pass Collected the details she needed
pass The receptionist asked for a specific street address instead of accepting "off US1".
pass Answered every direct question
pass The test caller stayed on script