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Objectives:
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Section One
The Buying Process and Opportunity
Objective: Demonstrate how the behavior of the modern customer can create both profit leaks
and profit opportunities within a dealership.
What has been the biggest change to our business in the last 10 years?
What do most customers need to know before they visit your dealership?
What is the most common question customers ask when calling your dealership?
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Section Two
Showroom Opportunities
Objective: Examine the familiar challenges faced in the showroom; suggest methods of how to
overcome obstacles both face-to-face at the dealership and over the phone.
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Section Three
Steps to Success
Objective: Take a close look at the salesperson’s role when handling a sales call and offer the
participants proven steps designed to turn a phone call into an appointment.
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Benefit Request
Customer says:
Salesperson says:
1- No problem….
2- So I can help you get all the (requested info) information you need.
The salesperson can now follow-up with some open-ended questions to engage and
interact with the customer such as…
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Trade-in Overview
1. By the way, has anyone ever told you how a dealership decides what they will pay you for
your car?
• Yes? Great, what did they say?
• No? Let me explain.
3. ACV
• Define ACV. Regardless of the car you’re considering…
• Then we can let you know where you stand.
• Does that sound fair?
5. To get you the most money for your car, the first step is to take a look at it. When would be
the best time for us to get together?
• Today or tomorrow
• Early or late
• 4:15 or 4:45
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Similar Similar Better Value
Repeat customer request: "What I am hearing you say you are looking for is"
Ask customer to consider options: "If we had a similar vehicle with similar equipment that
was a better value would you consider it or shall I rule that out for you?
If Yes…
Benefit/Request: "I can help you find the options that would offer you the best value. May I ask
you a few quick questions?" (Interview Customer)
If No…
Benefit/Request: "So we can be sure to get the exact options you want let’s take a look over a
similar car in our inventory"
• Package cars
• Pre-owned
• Demo
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PHONE PROMPTS FOR
SUCCESSFUL SALES CALL HANDLING
1
Greeting
2 n e fit
Re
Be
ue q
No Problem t s
3
Answer/Explore
4
Current Vehicle
5
Offer
Alternatives
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PHONE PROMPTS FOR
SUCCESSFUL SALES CALL HANDLING
6
Check
Availability
7 If No,
go to #9
Set
Appointment
8
Confirm
9
No?
10
Permission to
Re-Contact
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PHONE PROMPTS FOR
SUCCESSFUL SALES CALL HANDLING
1
Greeting
2 n e fit
Re
Be
ue q
No Problem t s
3
Answer/Explore
4
Current Vehicle
5
Offer
Alternatives
10
PHONE PROMPTS FOR
SUCCESSFUL SALES CALL HANDLING
6
Check
Availability
7 If No,
go to #9
Set
Appointment
8
Confirm
9
No?
10
Permission to
Re-Contact
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1. Greeting Thanks for calling (dealership name). My name is (Salesperson’s Name).
How may I help you?
2. No Problem No Problem…so I can help you get all the information you need…may I ask a few
quick questions?
it ( L.A.E.R.)
ef
Re
n
Be
qu
st e
3. Answer/ Explore What kind of equipment are you looking for on your (model)?
n/u engine (4 or 6 cyl)
transmission (auto or manual) color (light or dark)
Like to have: Do without: 2nd/3rd color choice?
5 . O ffer Alt ern atives Since you are considering your options, if I had a similar vehicle, with similar
equipment that was a better value would you consider that or would you prefer
that I rule that out for you?
IF No … No Problem. If I don’t have what your looking for here, we can check
other inventories that are available to us.
6. Check Availability Let me check our local and central inventory and see what we have,.
Are you calling from:
Home___________________ Work___________________ Or
Cell___________________
Your Last Name Was? ________________ Your First Name?___________________
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7. Set Appointment 1. Great news, we have that vehicle and a few alternatives as well. To help you
make an informed decision, when would you like to come in and take a
look?
2. So I can help you get as much as possible for your (trade), when can you
bring the vehicle in?
3. So we can help you make an informed decision based on (test drive,
alternatives, financing), when would you like to come in.
8. C onfirm Great, I’ll see you (Day, Time). Do you have a pen handy? If not, I can
wait…please write this down.
-My Name
-My Cell Number
-Appointment Time.
I will have a few vehicles pre-selected and ready for you to look at, so please do
me a favor, if anything changes on your end will you give me a call.
Thank you, and I will see you on (Day, Time).
9. No? That’s O.K. Let’s call this information day. We are more interested in where you
buy, not when you buy. Is this something you were thinking about doing in days,
weeks or months?
If there was one thing that is keeping you from moving your time frame forward,
what will it be?
Let’s suppose we could (meet the need), would that move you closer to making a
decision?
1 0. Pe rm is si on to In order to make you feel most comfortable with your decision, I would like to
Re-Co nt act send you some information that is hard to get anywhere else. What is the best
way to send that information?
Address: _________________________________________________
City:__________________________ State:______________________
Email:____________________________________________________
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Action Plan
“It’s not what you know that leads you to success, it is what you do.”
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Action Plan
“It’s not what you know that leads you to success, it is what you do.”
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