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Wendy ReevesBDC Trainer
The Keys to Getting Them in the Showroom
No Show Appointments
But he said he was on his way!
Maybe he got lost…
I gave him our address.
He had an appointment before ours.
No Show Appointments3 Reasons They Did Not Show
Getting them in the Showroom
Ask for the appointment
Be sure that the customer knows 3 things
Confirm your appointment and follow up!
Ask for the appointment• Ask for the appointment early on in the conversation.• If you don’t ask for it, you’re never going to get it.• When you do get it, get off the phone!
Be Sure of 3 ThingsCustomer knows he is coming
Customer knows to bring
Customer knows he is asking for
Confirm the appointment• Confirm appointment• Confirm permission to text and email address• Follow up when customer is late or misses his appointment
Appointment RulesSame Day, Next Day, Day After?
Authorization Code?
Write it Down?
Call if Running Late
Tips for Success
Understand Your Customer
Phone Skills
Follow Up
Understand Your Customer
Read
Listen
Understand mindset
Don’t build barriers
Phone Skills4 Obstacles to Overcome:
Establishing V2V Contact ConversionShowsFollow up
Establishing V2V Contact
What to Say
What NOT to Say
How to Listen
Conversion
What to Say
What NOT to Say
How to Listen
ShowsWhat to Say
What NOT to Say
How to Listen
Follow UpWhat to Say
What NOT to Say
How to Listen
The Best of the ThreeWhat to say: • Talk, relevance
What Not to say:• Don’t read
How to Listen:• Respect
Consistency is Key
Follow your word tracks Avoid complacency
Thank You.
For More Information:
Visit http://www.dealerstrong.com/ Call our office @ 877-811-8107
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