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We are a cradle to grave dept. Calls are decent.  Def need some work and training. Our appointment  confirmations are through txt and email with a manager confirmation call 15 mins after the appointment is set an another appoint confirmation before they arrive on the day the appointment is for.  The process I put into place was not mine personally.  It was adopted from different forums and other peers.  After posting this thread I have changed some portions of the process to see if it works better.  The difficulty is I cant seem to get people to answer the phone.  We are selling the appointment not the car.  We will answer any related question and will price quote  but the focus is to get the appointment.