Chatbot Knowledge Base
Manage FAQ answers that the chatbot uses to reply to customers
A customer says another dealer is cheaper. What should staff do?
Compare like with like rather than attacking the competitor. Example: "The price difference may relate to trim, mileage, condition or what is included. Send us the details and we can help you compare."
Can staff give unauthorized discounts?
No. Discounts must follow company authorization.
What happens when a customer decides to proceed?
Confirm the selected vehicle/product, agreed quotation and approved payment instructions.
Should staff accept a payment screenshot as final proof of payment?
No. Payment must be independently verified through the approved company process.
Should customers pay into any account sent through chat?
No. Customers should use only verified CNB CARS-approved payment channels.
What happens after payment is confirmed?
The agreed purchase/order process proceeds and the customer should receive appropriate updates.
Why must important transactions be documented?
It protects both CNB CARS and the customer and provides a clear record of what was agreed.
What happens after purchasing a vehicle in China?
The vehicle proceeds through the applicable export preparation, documentation and shipping process.
What are common vehicle shipping methods?
Depending on the route and arrangement, vehicles may be transported by RoRo or container shipping.
Can staff guarantee an exact arrival date?
No. Provide the available shipping schedule and explain that vessel schedules can change.
Can customers receive shipment updates?
Yes. Available shipping/tracking information should be communicated during the shipment.
Does arrival in Ghana mean immediate delivery to the customer?
Not necessarily. Customs, port and clearance procedures may still be required.
Can staff guarantee the exact Ghana customs duty beforehand?
No. Preliminary figures should be identified as estimates unless an official assessment has been made.
What should staff do when a website customer asks about an advertised vehicle?
First confirm current availability, condition, specifications and price. Example: "Thank you. Let me confirm that this particular unit is still available and verify the current price before we proceed."
How should staff handle an angry customer?
Remain calm, establish the facts, check the transaction record and provide a clear update or escalate the issue.
When should a matter be escalated to management?
For disputed payments, refunds, serious complaints, legal issues, unusual transactions, substantial discounts or commitments outside the staff member's authority.
What is the golden rule for CNB CARS staff?
VERIFY → EXPLAIN → DOCUMENT → UPDATE
What is CNB CARS?
CNB CARS is an automotive sourcing and supply business dealing in vehicles, auto parts and accessories. Our primary international sourcing market is China, although we may source from other markets where necessary.
What does CNB CARS sell and source?
Vehicles, auto parts and automotive accessories for individuals, dealers and businesses. Example: A customer may order a complete SUV, while another needs only a headlamp, bumper or other replacement part.
Is China our only sourcing market?
No. We can source internationally, but China is our principal sourcing market because of the range of vehicles, parts, accessories and supplier options available.
Does CNB CARS only source vehicles after customers order?
No. We also have selected vehicles, parts and accessories available or already identified for sale.
What is special about selected CNB CARS vehicles?
Where stated, they have been inspected/tested and assessed to be in very good condition before being offered to customers. This reduces the risk of receiving a vehicle with undisclosed or detectable existing problems.
Can we say an inspected vehicle will never develop a problem?
No. We can confidently report its verified condition at the time of inspection/testing, but no responsible dealer should guarantee that a used vehicle can never develop a future fault.
What major problem does our inspection system solve?
It reduces uncertainty when buying remotely, especially the risk of paying for a vehicle only to discover significant undisclosed problems after arrival.
Who can do business with CNB CARS?
Individual buyers, car dealers, agents, businesses, fleet buyers and customers looking for auto parts or accessories.
What should staff ask a customer who wants a car?
Ask for: - Make/model - Preferred year - New or used - Budget - Engine preference - Colour/specification - Intended use
What if the customer does not know which vehicle to buy?
Ask about the customer's budget and needs before recommending options. Example: "I need a family SUV around GHS 250,000" gives us a better starting point than simply "I need a car."
Why must we establish the customer's budget early?
Because purchase price is only one component. Shipping, duty, clearance and other applicable costs may affect the total amount required.
What if a customer has a fixed total budget?
Work backwards from the total budget and recommend vehicles that can realistically fit within it. Example: A GHS 200,000 total budget should not automatically be treated as GHS 200,000 available for the vehicle purchase alone.
Should staff always recommend the cheapest vehicle?
No. Recommend the best suitable option considering condition, specifications, intended use and overall value.
What if the requested vehicle is unavailable?
Offer suitable alternatives and allow the customer to decide. Example: Same model in another colour, another trim, or a comparable model within budget.
Why is inspection important when sourcing from China?
The customer is purchasing from a distant market. Inspection helps confirm that the actual vehicle reasonably corresponds with the information presented.
What may be checked during vehicle inspection?
Depending on the inspection available, checks may cover: - Exterior condition - Interior condition - Basic mechanical condition - Vehicle identification - Visible damage - Functions/features - Photographs/videos - Other agreed checks
What should staff say when a customer asks, "Does this car have any problem?"
Give the verified condition only. Example: "This vehicle has been inspected/tested and no identified problem was reported at the time of inspection."
What should staff never say?
"This car will never develop a problem." That is an unreasonable guarantee for a used vehicle.
What if inspection identifies a significant problem?
Inform the customer before proceeding and discuss the available options.
Can inspection save a customer money?
Yes. Discovering an unacceptable problem before purchase may prevent a much more expensive problem after shipment.
What if vehicle information is incomplete?
Verify before advising the customer. Never invent mileage, specifications, condition or history.
Can two cars of the same model and year have different prices?
Yes. Mileage, trim, condition, engine, specifications, equipment and seller can affect price. Example: Two 2024 SUVs with the same model name may have different trims and equipment.
Does CNB CARS source auto parts?
Yes. Auto parts are an important part of our business.
Does CNB CARS source vehicle accessories?
Yes. We can source appropriate automotive accessories mainly from China and other markets where necessary.
What information should be collected before sourcing a part?
Obtain: - Vehicle make - Model - Year - VIN/chassis number where applicable - Engine information where relevant - Clear photograph of the required part - Part number where available
Why isn't "I need a Toyota gearbox" enough information?
Because different variants may use different components. Example: A gearbox suitable for one Toyota model, engine or year may not fit another.
What should staff do when a customer sends a picture of a damaged part?
Request the vehicle details and use the photograph as supporting information for compatibility verification.
Can we guarantee part compatibility without checking?
No. Compatibility should be verified from the available vehicle and part information before confirmation.
What if the required part is already available through CNB CARS?
Confirm the specification, condition and compatibility before offering it to the customer.
What if the part is unavailable?
Source the appropriate replacement, primarily through our China sourcing network.
What should a proper quotation tell the customer?
It should clearly identify the product/vehicle, specification, price and what the quoted amount includes.
Is vehicle price the same as total import cost?
Not necessarily. A transaction may involve: Vehicle price + applicable China/export costs + freight + Ghana duty + clearance/destination costs.
Can quotations change?
Yes. International vehicle prices, exchange rates and freight charges may change. Staff should communicate the validity of a quotation where applicable.
How much does a car cost?
Car prices vary by make, model, year, and condition. Our listings start from around $8,000. The total landed cost includes the base price, shipping (~$1,500), and customs duty (20–40% of CIF value). Browse our catalog for specific prices, or ask us for a custom quote!
How long does shipping take?
Shipping from China to Ghana typically takes 4–8 weeks. We handle everything from the Chinese port to Tema Port, Ghana, including all documentation. You'll receive regular updates throughout the journey!
What are the customs duties?
Import duties in Ghana typically total 05–50% of the car's CIF (Cost, Insurance, Freight) value, covering import duty, VAT, NHIL, and other levies. Use our free Duty Calculator on the website for an accurate estimate!
What payment methods are accepted?
We accept MTN Mobile Money, Vodafone Cash, AirtelTigo Money, and bank transfers. A deposit is typically required to confirm your order, with the balance due before or on delivery. Contact our team for full payment details.
What cars do you have available?
We stock a wide range of vehicles including Sedans, SUVs, Trucks, Vans, and Hatchbacks from brands like Toyota, Honda, Nissan, BMW, Mercedes, and more. Visit our Cars Catalog page to browse all available listings with photos and prices!
Do you offer vehicle inspection?
Yes! All cars are inspected before shipping. We provide photos and documentation of the vehicle's condition. We can also arrange a third-party independent inspection report upon request for extra peace of mind.
Do you offer financing?
Yes! We partner with financing companies to help you spread the cost into manageable monthly installments. Visit our Financing page on the website or contact our team to discuss flexible payment plans tailored to your budget.
How do I place an order?
Ordering is simple! Browse our Cars Catalog, find a car you like, and click 'Inquire' or contact us directly on WhatsApp. Our team will guide you through the process, handle all paperwork, and keep you updated every step of the way.
Where is your office located?
Our office is based in Accra, Ghana. You can reach us by phone, email, or WhatsApp. Our team is available Monday–Friday, 8am–6pm, and Saturday 9am–2pm.
How do I track my shipment?
Once your car is shipped, you'll receive a container tracking number and regular updates from our team. You can also log into your account on our website to check your order and shipment status in real-time.