ROLL'N Knowledge Centre How we do things

Booking a Test Ride

Revision2
OwnerBodhi Leonard
Last reviewed10 July 2026
Implemented10 July 2026
Approved byBodhi Leonard

Purpose

Every rider who requests a test ride gets a phone call within 1 business day and a confirmed time. A test ride request is a request, not a calendar booking — the rider picks a location, a weekday and morning/afternoon, and we (or the dealer) confirm the actual time by phone.

Procedure

  1. A test ride request arrives through the website form. HubSpot records the rider’s name, mobile, email, chosen location, preferred day and morning/afternoon, and sets their test ride status to Requested.
  2. HubSpot automatically emails the chosen location (dealer or ROLL’N Sydney) with the rider’s details and sets the status to Dealer notified. You don’t need to do anything for this step — just know it happens.
  3. If the request is for ROLL’N Sydney: call the rider within 1 business day. Agree on an exact time on (or near) their preferred day.
  4. Once a time is agreed, update the rider’s test ride status in HubSpot to Booked and note the confirmed date and time on the contact record.
  5. The day before the ride, text or call the rider to confirm they’re still coming.
  6. After the ride, set the status to Completed and add a note about how it went and what the next step is (quote sent, thinking it over, not interested).
  7. If the rider doesn’t show, set the status to No show and try one follow-up call the same day to rebook.
  8. If the request went to a dealer: check after 3 business days. If the status is still Dealer notified, call the dealer to make sure they’ve contacted the rider. If the dealer can’t take the booking, call the rider yourself and offer the next closest option.

Responsibilities

Who Does what
Sales (ROLL’N Sydney) Calls Sydney riders within 1 business day, confirms times, keeps HubSpot statuses up to date
Dealers Call riders routed to them within 1 business day and run the ride at their store
Bodhi Chases dealers when a request sits at “Dealer notified” for more than 3 business days

Notes

  • When confirming the time, remind the rider to bring a valid driver licence — no licence, no ride. We supply the helmet.
  • If you can’t reach a rider by phone, try twice across two days, then send a short email offering two specific time options.
  • Never leave a request sitting at Requested or Dealer notified for more than 3 business days — a fast call is the single biggest factor in whether a test ride happens.
  • Related: Handling a New Lead (many test ride requests start as leads).

Past revisions

Revision 1 — 10 July 2026
Why this revision was retired

Replaced by Revision 2 on 10 July 2026: Added licence reminder — riders must bring a valid driver licence; helmets supplied by us.

Revision1
OwnerBodhi Leonard
Last reviewed10 July 2026
Implemented10 July 2026
Approved byBodhi Leonard

Purpose

Every rider who requests a test ride gets a phone call within 1 business day and a confirmed time. A test ride request is a request, not a calendar booking — the rider picks a location, a weekday and morning/afternoon, and we (or the dealer) confirm the actual time by phone.

Procedure

  1. A test ride request arrives through the website form. HubSpot records the rider’s name, mobile, email, chosen location, preferred day and morning/afternoon, and sets their test ride status to Requested.
  2. HubSpot automatically emails the chosen location (dealer or ROLL’N Sydney) with the rider’s details and sets the status to Dealer notified. You don’t need to do anything for this step — just know it happens.
  3. If the request is for ROLL’N Sydney: call the rider within 1 business day. Agree on an exact time on (or near) their preferred day.
  4. Once a time is agreed, update the rider’s test ride status in HubSpot to Booked and note the confirmed date and time on the contact record.
  5. The day before the ride, text or call the rider to confirm they’re still coming.
  6. After the ride, set the status to Completed and add a note about how it went and what the next step is (quote sent, thinking it over, not interested).
  7. If the rider doesn’t show, set the status to No show and try one follow-up call the same day to rebook.
  8. If the request went to a dealer: check after 3 business days. If the status is still Dealer notified, call the dealer to make sure they’ve contacted the rider. If the dealer can’t take the booking, call the rider yourself and offer the next closest option.

Responsibilities

Who Does what
Sales (ROLL’N Sydney) Calls Sydney riders within 1 business day, confirms times, keeps HubSpot statuses up to date
Dealers Call riders routed to them within 1 business day and run the ride at their store
Bodhi Chases dealers when a request sits at “Dealer notified” for more than 3 business days

Notes

  • If you can’t reach a rider by phone, try twice across two days, then send a short email offering two specific time options.
  • Never leave a request sitting at Requested or Dealer notified for more than 3 business days — a fast call is the single biggest factor in whether a test ride happens.
  • Related: Handling a New Lead (many test ride requests start as leads).