Callers research extensively before they call a dealer. Put another way, caller prepare for the call. Likewise dealers need to always be 'on' and in turn prepare themselves for calls. We tend to fall into routines and answer the phone because its ringing, not necessarily eager to serve. Lets listen to a few calls to bring awareness to our mindset when fielding phone calls ourselves.
In this call you can hear the caller is expecting a hassle when calling the dealer and a hassle is indeed being manifested Asking clarifying questions is a good thing. This is best accomplished when showing empathy or explaining the reason for your question.