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Auto repair shop phone script template (copy and paste)

InfiVoice ยท 2026-11-14

Most calls to a repair shop come while the team is under a car. A driver describes a noise, asks for a price or reports a breakdown, and the person who picks up has seconds to get the right details. A written script makes every call the same: vehicle, symptom, urgency, booking. Copy the script below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Settle a few things first. Which makes and services you handle, your shop hours, how drop-off and waiting appointments work, whether you offer a loaner or shuttle, and who decides when a car is unsafe to drive.

Keep one rule at the top. Never give a firm price or a diagnosis over the phone from a description alone. Offer an inspection or an estimate range only if your shop has one approved, and say the final price is confirmed after the technician looks at the vehicle.

1. Greeting

> "Thank you for calling [Shop Name], this is [Name]. How can I help you?"

After hours, say so and stay useful.

> "Thank you for calling [Shop Name]. We are closed right now and open again [Day] at [Time]. I can take your details and book you in. What is going on with your vehicle?"

2. Collect the basics first

Get contact details early in case the call drops.

> "Can I have your name and the best number to reach you?"

> "What is the year, make and model of the vehicle?"

> "Is this a new problem, or have you had it looked at before?"

3. Understand the problem

> "What is the car doing, or not doing?"

> "When did it start, and does it happen all the time or only sometimes, like when braking or starting cold?"

> "Do you see any warning lights on the dashboard? Which ones?"

> "Do you hear or smell anything unusual?"

Write down the caller's words as they said them. The technician needs the symptom, not a guess at the cause.

4. Safety and urgency

> "Is the car safe where it is right now? Are you somewhere safe?"

> "Is the car still drivable, or does it need to be towed?"

Set your own list of urgent signs on one page. Typical ones include brakes that feel soft or fail, smoke, steering that locks or pulls hard, fluid pooling under the car, and a car stopped in a traffic lane.

If anyone is in danger or the car is in traffic, the person answering tells them to move to safety and call 911 first. If the car cannot be driven, offer your tow option or the number of the towing company you work with.

> "I do not want you driving it like that. I can arrange a tow to our shop, or give you the number of a towing company we work with. Which would you prefer?"

5. Routine service requests

> "Which service do you need, for example an oil change, brakes, tires or a diagnostic?"

> "Do you know your current mileage?"

> "Would you like to drop it off or wait while we work on it?"

6. Price questions

> "The price depends on what we find once a technician has looked at it. I can book an inspection for [Day, Time], and we will give you a written estimate before we do any work."

Never promise a total over the phone. Only quote prices from your approved price list for set services.

7. Book the appointment

> "I can fit you in [Day, Time] or [Day, Time]. Which works better?"

> "Please bring the keys and any warranty or service paperwork you have."

> "We will text you once the technician has looked at it and call you before we do any extra work."

Repeat the date, time and vehicle back to the caller.

8. Existing customers

> "Of course. What is your name and the vehicle you dropped off?"

> "I will pass this to [Service Advisor] and they will call you back by [time]. Is this number good?"

9. Goodbye

> "Thank you, [Name]. You are booked for [Day, Time] with your [Vehicle]. If anything changes, call us at [number]. Drive safe."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your technicians are busy, after hours and on weekends.

Start with the call flow. Paste the greeting, then add the questions in order: contact details, vehicle, symptom, safety check and booking. Set the safety signs as a branch that transfers the call to a person or sends a message to the on-call advisor.

Then add a knowledge base with your services, hours, location, approved prices for set services and your drop-off rules. InfiVoice answers from that content instead of guessing. Connect your calendar so appointments land in the right slot.

Finally, test by calling it. Try a driver with a warning light, someone asking for a brake price, a breakdown on the road and a customer asking about their car. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a receptionist ask when someone calls a repair shop?

Name and phone number, the year, make and model, what the car is doing, when it started, any warning lights, and whether it is safe to drive. Then offer a time.

Should I quote a price on the phone?

Only for set services on your approved price list. For repairs, book an inspection and give a written estimate after the technician has looked at the vehicle.

Can an AI voice agent handle breakdown calls?

It can ask whether the caller is safe, collect the location and vehicle, and send the call or a message to a person on your team. Decide in advance who takes those calls.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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