BDC scripts that sound like people.
Frameworks, not word-for-word scripts. Each one below gives the structure and the key lines; the agent, human or AI, fills in the conversation. Compliance elements are marked.
Inbound and outbound calls.
Open Thank the caller, give the store name and your name, ask how you can help.
Answer Answer the question they asked. Availability, price range, hours. Do not pivot before you answer.
Qualify Which vehicle, what timeline, is there a trade, and what matters most to them.
Ask Offer two specific times. Name the person they will meet and the vehicle that will be pulled up.
Confirm Repeat the time, ask for the best mobile number, tell them a text is coming.
Open Store name, your name, how can I help.
Identify Name and vehicle, then VIN or plate. Check open recalls while you talk.
Scope What brings the car in, any warning lights, any additional concerns, is a loaner or ride needed.
Book Offer two slots against real capacity. Attach op-codes. Reserve the loaner if needed.
Confirm Time, advisor, what to bring, and a text confirmation before the call ends.
Identify Store name, your name. If AI: disclose that this is an automated assistant. [compliance]
Purpose Reference the specific visit or recall notice. One sentence.
Offer Two times, and any incentive the store has authorized.
Opt-out Tell them how to stop calls and honor it immediately. [compliance]
Close Book or schedule a callback. Log the outcome and consent basis.
Short, specific, actionable.
Identify Store name and your name.
Answer One sentence that answers their question.
Ask One question or two appointment times.
Exit How to reply, and how to stop messages.
Confirm Day, time, advisor.
Prepare What to bring, where to park, loaner details if any.
Change Reply to reschedule; one word to cancel.
Acknowledge No blame. "We missed you today."
Offer Two new times, same vehicle still available if true.
Exit Reply or call; how to stop messages.
How Alpha Drive uses these
These frameworks are the same structures Alpha's conversational pathways follow, department by department. The AI runs the inbound and consented outbound frameworks with disclosure and consent logging built in; Live Assist agents run the promotional and relationship conversations that should not be scripted at all. How outbound is split →
Script questions
Should a BDC use scripts?
Use frameworks: a fixed opening, the key questions, the appointment ask and the confirmation, with room for the agent to speak naturally in between. Word-for-word scripts sound like word-for-word scripts.
What should a BDC phone script include?
Identification, purpose, permission, the customer's question answered, two or three qualifying questions, an appointment offer with two times, confirmation of details and channel, and a clear close.
What is a good BDC text template?
Short, identified, specific and actionable: who you are, why you are texting, one question or one offer, and an easy way to reply or opt out. Under three lines.
What is required in an AI outbound script?
Clear identification of the dealership, disclosure that the caller is an AI where required, a purpose tied to the customer's consent, an easy opt-out, and quiet-hours compliance. Alpha Drive's Outbound Pro builds these in.
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