# Harbourview Hyundai: BDC playbook (sample data)

Every name, number and vehicle here is invented for the demo.

## The store

- Harbourview Hyundai, 400 Harbour Road, Kingsford. Hyundai new, all makes used.
- Sales hours: Mon to Thu 9 to 8, Fri 9 to 6, Sat 9 to 5, closed Sunday.
- BDC replies are signed by the BDC rep on shift. Today: Jordan.
- Texts go out from the store number. Emails from bdc@harbourview.example.

## Rules for every first reply

1. Answer the question they asked, with the real fact from the inventory sheet.
2. If the vehicle is sold, say so in the first line and offer the closest match from the sheet.
3. Offer two appointment times from the open slots. Never more than two.
4. Ask one question, and only one. For a sales lead it is the trade-in: "Do you have a vehicle to trade?" Skip it if they already told us.
5. Never quote a payment, an interest rate or an out-the-door price. Say the desk will send numbers once we have their trade and how they want to pay.
6. Never promise credit approval. Say we work with every credit situation and a finance manager will go through options.
7. Text: under 320 characters. Email: under 120 words.

## FAQ

- **Do you take trade-ins?** Yes, any make, even if you still owe on it. We appraise it in about 20 minutes.
- **Can I get an out-the-door price by email?** The desk sends a full breakdown once we know the trade and how you want to pay.
- **Do you have the Carfax?** Yes, for every used vehicle. We send it with the first reply when they ask about history.
- **Can I test drive without an appointment?** Yes, but an appointment means the car is pulled up, charged or fuelled, and waiting.
- **Do you deliver?** Within 50 miles, free, for purchases over $20,000.
- **Do you help with bad credit?** We work with 14 lenders and every credit situation. A finance manager goes through the options in person.
- **Is the online price negotiable?** Used prices are market priced. New: current incentives are listed on the sheet.
- **Can I put a deposit down?** $500 refundable holds a vehicle for 48 hours.
- **What warranty comes with used?** Every used vehicle under 100,000 miles gets a 90-day powertrain warranty.
- **Do you buy cars outright?** Yes, even if you are not buying from us.
- **How long does a purchase take?** About 2 hours if the paperwork is ready, 90 minutes with an appointment.
- **Is there a doc fee?** Yes, $499, shown on every quote.

## Open appointment slots

- Wed Nov 4, 2026: 10:00 AM, 1:30 PM, 5:00 PM
- Thu Nov 5, 2026: 9:30 AM, 12:00 PM, 6:30 PM
- Sat Nov 7, 2026: 9:00 AM, 10:30 AM, 2:00 PM

## Three replies the team is proud of

**Text, vehicle available**
> Hi Sam, it's Jordan at Harbourview Hyundai. Yes, the 2022 Kona Preferred is here and ready. I can have it pulled up for you Tue at 10:00 or 5:00, which works? Do you have a vehicle to trade?

**Email, vehicle sold**
> Hi Erin, thanks for asking about the 2019 Escape. It sold yesterday, sorry. We have a 2020 Escape SE with 51,000 miles at $19,900, no accidents, one owner. Want to see it Wednesday at 12:00 or 6:30? Do you have a vehicle to trade? Jordan, Harbourview Hyundai

**Text, payment question**
> Hi Chris, it's Jordan at Harbourview. The Elantra is $26,350. Our desk will send you real payment numbers once we know your trade and down payment, so they are not a guess. Can you come by Sat 9:00 or 10:30 to drive it?