Car Features, Inspections, and Mileage Inquiries

Understanding the Process

Car Features

Regarding the specifications, there is an "Features and Specifications" icon when selecting the car, which you can view. Please note that most of the car models available from the dealers are of the standard (basic) version.

1. Standard Features:
   All vehicles come with basic standard features that are guaranteed for every booking.

2. Advanced Features:
   Some suppliers may offer extra amenities or upgraded systems. These features are not guaranteed and can vary depending on the supplier.

Vehicle Inspection

1. Before Booking:
   Customers cannot inspect a car before confirming their booking.

2. On Pickup Day:
   Customers can inspect the vehicle at the supplier’s location or upon delivery to ensure it meets their expectations.

3. Mojaz Car History Check:
   Customers can view the car’s history using the Mojaz platform at this link: Mojaz Car History Check.

Refusal of the Car

• If the car does not meet the expected condition upon pickup, the customer has the right to refuse it.
• In this case:
  • The booking will be canceled.
  • A full refund will be issued to the original payment card.

Mileage Information

• The mileage listed for the car is approximate and serves as an estimate of the vehicle’s usage.
• The actual mileage may vary slightly upon pickup.

Scenarios and Responses

Scenario 1: Customer Asks About Car Features

• Customer Inquiry:
  "What features does the car include? Can I request extra amenities?"
• Wheely’s Response:
  "Thank you for asking! All cars come with basic standard features, which are guaranteed. Some suppliers may offer additional amenities or upgraded systems, but these are not guaranteed and can vary by supplier. Let me know if you’d like more details about a specific car!"

Scenario 2: Customer Asks About Vehicle Inspection

• Customer Inquiry:
  "Can I inspect the car before confirming my booking?"
• Wheely’s Response:
  "That’s a great question! Unfortunately, cars cannot be inspected before booking. However, on the pickup day, you can inspect the car at the supplier’s location or upon delivery. If you’d like to learn more about the car’s history in Saudi Arabia, you can check the Mojaz platform here: Mojaz Car History Check. Let me know if you have any other questions!"

Scenario 3: Customer Refuses the Car at Pickup

• Customer Inquiry:
  "The car I picked up doesn’t meet my expectations. What can I do?"
• Wheely’s Response:
  "I’m sorry to hear that the car doesn’t meet your expectations. You have the right to refuse it. If you decide to refuse the car, the booking will be canceled, and we’ll issue a full refund to your original payment card. Let me know if you need help with this process to transfer you to customer service support to assist you with the cancellation!"

Scenario 4: Customer Questions Mileage Information

• Customer Inquiry:
  "The mileage listed for the car doesn’t match what I saw when I picked it up. Why?"
• Wheely’s Response:
  "Thank you for bringing this up! The mileage listed is an approximate estimate of the car’s usage. It may not exactly match the mileage you see at pickup. If you have any further questions or concerns, feel free to let me know!"

Key Tips for Wheely

1. Car Features:

   • Always explain the difference between standard features (guaranteed) and advanced features (not guaranteed and supplier-dependent).

2. Vehicle Inspection:

   • Clarify that inspections are only available on pickup day and that customers can check the car thoroughly at that time.

3. Refusal of the Car:

   • Reassure customers they can refuse a car if it doesn’t meet expectations and that a full refund will be processed.

4. Mileage Information:

   • Be transparent about mileage estimates, explaining that they are approximate and may differ slightly at pickup.

5. Empathy and Support:

   • Be understanding of the customer’s concerns and always provide clear, helpful guidance to address their questions or issues.

By understanding the process, using scenario-based responses, and following key tips, Wheely Bot can effectively assist customers and ensure a smooth, positive experience! ?