Incoming Sales Callapi.ning.com/files/GunGaRtNq*hMsHbvc2Tvf7msf1c70t0vJ2qljI-be… · Web viewShe will be expecting you and will then page our Sales Manager to come and greet you

Incoming Sales Call1. IntroduceYourself

2. AcknowledgeCustomer

3. Interview

4. Likes andDislikes

5. OfferAlternatives

6. CurrentVehicle

7. CheckAvailability

8. Get CustomerName & Numbers

9. SetAppointment

10. Instruct customer on what to do when they arrive… They must remember ONLY their own name!

11. ValidateAppointment

Good Morning, It’s a GREAT Day at Ken Garff Automotive. This is_________ speaking, how may I help you?(Customer response) ___________________________________________________________________________

___________________________________________________________________________No problem! So we can help you get all the information you need, May I ask you a few questions? Are you interested in NEW or USED? What equipment would you like? Cars Miscellaneous Options Trucks__New __Used _______________________ __New __Used__2 Door __4 door _______________________ __Reg Cab __X-Cab__Cloth __Leather Like to have______________ __2 Wheel __4 Wheel__5 Speed __Automatic Must have_______________ __ 5 Speed __AutomaticRepeat back to confirm.

If there was a similar vehicle with similar equipment that was less expensive, would you consider it? YES or NO

Will you be Adding, or Replacing a vehicle? ADD or REPLACEWhat are you currently driving? Year ____ Make _________ Model __________ Miles __________

Options/Equipment __________________________________________________________

So we can have a better understanding of what is important to you, what do you like best about your current vehicle? What would you wish was different?Like Best ____________________ Would Improve _____________________________

_________________ ___________________

Before we go any further, Let me check on availability of ______________________________from our central inventory, which should not take long.Are you calling from: __Home? __________ __Work? ____________________How do you spell your last name?

_________________________ First name? _______________ To save you some time, let me check if that vehicle is available right now? Hold? (PAUSE)

Availability looks great! May I make a recommendation? We should make arrangements for you to come down and make sure we have the exact right car for you. Would some time today, or would tomorrow work better for you? Morning or Afternoon? (see below)

Today Tomorrow Give name, number Morning Evening and directions 6:15 6:45

Great! We will see you on _________________________________ By the way, have you ever been to Ken Garff’’s downtown Salt Lake City locations before? If not, No problem! When you arrive at Ken Garff __________________________ Please park in our customer parking, or anywhere you see an open spot, then come right inside the showroom and give your name to our receptionist. She will be expecting you and will then page our Sales Manager to come and greet you in person.

Also, do me a favor, if for any reason you are going to be early or late, please let me know and if anything changes on my end, I will return the courtesy.

I would like to send you an email confirmation, what email address should I use?Email: _________________________________________________________________

© 2005 The Reynolds and Reynolds Company

Telephone Script (Confirmation Call)

1. IntroduceYourself

2. Purposeof Call

3. Recap

4. Confirm


6. Thank You

Hello, May I speak with ___________? My name is __________.Am I interrupting anything?

The reason for my call is to thank you for setting time aside to meet with __________and to confirm our appointment for _________________ at __________________.

By the way, do you remember how to get to our dealership? (if no, give directions.)

Great. I look forward to meeting you and will see you on __________.

And remember, if for any reason you are going to be early or late, please let meknow and if anything changes on my end, I will return the courtesy.

Thank you for your time and we appreciate your business.

© 2001. The Reynolds and Reynolds Company

Introduce and Welcome1. Introduce andWelcome

2. BinocularConcept

3. Agreement

4. Transition

Welcome. My name is . . . Would you like something to drink? We have severalvehicles prepared for you.

So we can make the best use of your time, let me share with you what is going to happen. 1. Review what you want 2. Select and inspect your exact vehicle 3. Present the vehicle to you, and if you like it . . . 4. Drive the vehicle . . . to make sure it is exactly what you expect 5. Give you all the financial information you need . . . feel comfortable

Sound fair? Let's get started!

(Begin to review and summarize customer's wants and needs.)


Exit Interview1. IntroduceYourself

2. Interview

3. IsolateObjection

4. Set Stage forBeBack(If no close)

5. CaptureCustomerInformation

6. GeneralInformation

Hello _________, thanks for coming in. Before you leave . . . We just want to make sure that you accomplished what you set out to do today and that you were treated properly while you were here.

Any questions or concerns?

If there was one thing that kept you from feeling comfortable taking ownership of the vehicle, what might that be? (Repeat response and explore.)

Me Machine MoneyTreated well? Rate vehicle 1 – 10 Discuss numbers?Satisfied objections What would make it a 10 Fair? Budget? Down? Consider a similar vehicle Payment, Price or Trade

It’s not when you buy, it’s where you buy.By the way, our numbers are good today, tomorrow, a month from now, etc.as long as the products and promotions are still available.

As additional information on products and promotions become available,would you like a call or shall we email you? So we don’t interrupt you . . .Best number ___________ Best time ___________In case we have some good news for you and we can’t reach you at this number,what would be the next best number?Second number ___________ Best time ___________

Customer Name ____________________________________________Phone (h) _______________________ (w) _______________________Address ___________________________ eMail __________________Sales Consultant ________________ Date_________ Time__________Manager _________________ Manager Confirm __________________Confirm Time ___________________ Next Contact ________________


Unsold Follow-Up (3rd Party)

1. Introduce Yourself

2. Purpose of Call

3. Serve Customer

4. Rate Visit

5. IsolateObjection

6. ExploreAlternatives

7. SetAppointment

8. DistinguishYourself


10. NoAppointment


Hello. May I speak with ______________? This is ______________, I am theCustomer Relationship Specialist from Ken Garff Automotive. Am I interrupting anything?

The reason I am calling is to thank you for coming in and to make sure that you weretreated properly while you were here yesterday.

How did your visit go? Any questions or concerns?

Rate visit 1- 10? What would make it a 10?

If there was one thing that kept you from feeling comfortable taking ownership of thevehicle, what might that be? (Repeat response and explore.)Me Machine MoneyTreated well? Rate vehicle 1 - 10 Discuss numbers?Satisfied objections What would make it a 10 Fair? Budget? Down? Consider a similar vehicle Payment, Price or Trade

If there was a similar vehicle with similar equipment that was less expensive, wouldyou consider it, or would you rather us rule that out for you?

So we can make it easy and convenient for you to see the vehicle, when would be thebest time to meet?Today Tomorrow Give name, numberMorning Evening and directions 6:15 6:45Great, we will see you on ________________ at ______________.

By the way, so we can save you time, We’ll have a few _________ (vehicles)pre-selected based on what you have told me.

Also, do me a favor, if for any reason you are going to be early or late, please let meknow and if anything changes on my end I will return the courtesy.

Would you like us to update you on new products and promotions as they becomeavailable?Best Number ________________ So we don’t interrupt you, when is the . . .2nd Number ________________ Best Time ___________________Preferred method of contact? __Phone __eMail __EitherWhen would you like to get your vehicle? __Days __Weeks __Months



Unsold Follow-Up (1st Party)


2. Purposeof Call

3. ReviewTransaction

4. IsolateObjection


6. SetAppointment



9. NoAppointment


Hello. May I speak with ______________? This is ______________, I am theCustomer relationship specialist from Ken Garff Automotive. Am I interrupting anything?

The reason I am calling is . . . first to thank you for visiting with us on _________ andalso to check up with you to see if you had any questions or concerns.

By the way . . . how did you like the vehicle you looked at? What did you like the best?Are the figures comfortable for you? (customer responses) Repeat responses.

If there was one thing that kept you from feeling comfortable taking ownership of thevehicle, what might that be? Repeat response.

If there was a similar vehicle with similar equipment that was less expensive, wouldyou consider it?


Great! We will see you on . . . By the way, so we can save you time, I’ll have a few_________ (vehicles) pre-selected base on exactly what you have told me.

Also, do me a favor . . . if for any reason you are going to be early or late, please letme know and if anything changes on my end I will return the courtesy.




No Show Follow Up1. IntroduceYourself

2. Purposeof Call

3. Still In Market

4. SetAppointment



9. NoAppointment


Hello. This is ______________ from Ken Garff Automotive. May I speak with______________. Am I interrupting anything?

The reason I am calling is because I may have missed you last night and I wanted tomake sure that you were treated properly when you visited us.

Are you still considering a new vehicle?







No Appointment Follow-Up1. IntroduceYourself

2. Purposeof Call

3. Questions


5 Buying Cycle

6. SetAppointment



9. NoAppointment


Hello. This is ______________ from ______________. May I speak with______________. Am I interrupting anything? Are you still looking for a vehicle?

The reason I am calling is to review what you wanted so we can keep a look out for it.

You were looking for a _______________ (year, make, model). Does that sound right?Is there anything else? What most important in your next vehicle?

If there was a similar vehicle, with similar equipment, that was less expensive, wouldyou consider it?

So that we can find you the right vehicle at the right time, is this something you want todo in the next few day, weeks, or months?

So we can make it easy and convenient for you to see the vehicle, when would be thebest time to meet?Today Tomorrow Give name, numberMorning Evening and Directions 6:15 6:45Great, we will see you on ________________ at ______________.






Sold Follow Up - 3 Day (3rd Party)

1. Greeting

2. IntroduceSelf

3. Confirm Time

4. Purposeof Call

5. Interview

6. Permission

7. UpdateRecords

8. Ask forReferrals

9. Recommendation

10. Close

Hello. is ______________ there?

This is ______________ from Ken Garff Automotive.

Is this a good time? Am I interrupting anything?

The purpose of my call is to thank you for the purchase of your new ______________,and to make sure your experience with us went smoothly.

Do you have any questions or concerns? On a scale of 1 - 10, how do you rate yourexperience? What would make it a 10?As you may know, you will be receiving a survey in the mail . . . and if you don’t mind,please let me know if anything has occurred that would prevent us from receiving aperfect score.

Would you like to be updated on service and sales promotions?

So you don’t miss out on any service coupons or sales promotions . . . let us updateour records.Current Address: _______________________________________________________Current Phone #’s: _____________________________________________________Email Address: ________________________________________________________Number of Household drivers? ____________________________________________Other Vehicles: ________________________________________________________ Year Make Model Miles ________________________________________________________ Year Make Model MilesWho is most likely to get the next vehicle? Why do you say that?

What type of vehicle might they look for?Timeframe: __Weeks . . . __Months . . . __YearsIs this something you think I could help them with, even if it meant pointing them in theright direction? Would you feel comfortable recommending me? Great! How can I reachthem during the day?If there were some great new promotion on our vehicles, is there anyone you know thatyou would suggest we contact? Even if it is to point them in the right direction.Customer’s Name: _____________________________________________________Best Number’s to Reach: ________________________________________________

Would you recommend ______________ to your friends and family?(Ask for referrals if it feels right)

Again, the reason I called you was to thank you and let you know __________ maycontact you regarding your experience with our dealership, and if for whatever reasonit was less than perfect, please let me know.


Sold Follow-Up - 90 Days1. Introduction

2. Purposeof Call

3. Evaluation

4. UpdateRecords

5. Ask forReferrals

6. ThankCustomer

Hello . . . may I speak with _________ (customer name)? Am I interrupting?This is _________ (your name) from _________ (your dealership).

The purpose for my call is to make sure everything is going well with your vehicle.How is everything?

Are there any questions or concerns since your purchased your ______________(make of vehicle)?Have you visited our service department? __Yes __NoHow was your experience? 1 - 10? What would make it a 10?Would you like us to schedule your next service appointment?Date: _________ Time: _________ Service: _________________________

So you don’t miss out on any service coupons or sales promotions . . . let us updateour records.Current Address: _______________________________________________________Current Phone #’s: _____________________________________________________Email Address: ________________________________________________________Number of Household drivers? ____________________________________________Other Vehicles: ________________________________________________________ Year Make Model Miles ____________________________________________________________________________ Year Make Model MilesWho is most likely to get the next vehicle? Why do you say that?

What type of vehicle might they look for?Timeframe: __Weeks. . . __Months. . . __YearsIs this something you think I could help them with, even if it meant pointing them in theright direction? Would you feel comfortable recommending me? Great! How can I reachthem during the day?If there were some great new promotion on our vehicles, is there anyone you know thatyou would suggest we contact? Even if it is to point them in the right direction.Customer’s Name: _____________________________________________________Best Number’s to Reach: ________________________________________________

Again, the reason for our call is to say hello, and to make sure everything is to yoursatisfaction. If you need anything, please call us. Have a nice day.


Orphan Follow-Up1. Greeting

2. Purpose of Call

3. Update Records

4. Permission

5. Update Records

6. IdentifyProspects

7. Get ContactInformation

8. Thank You

9. Close

Hello . . . May I speak with____________________. Am I interrupting anything? This is______________ from Ken Garff Automotive.

So we can give you the service you deserve, the dealership has appointed me to beyour advisor and partner at the store. So when you have any questions or concerns,we can handle that personally. Is that okay with you?

So we don’t miss out on any service coupons or promotions . . . Let me update ourrecords. Recap: Address, Phone, Year, Make, Model Other vehicles in household?Drivers are?

Would you like to be updated on promotions? So we keep you up to date withpromotions, who is likely to be in the market next? Why do you say that? When:Weeks, Months, Years - Would you feel comfortable recommending us?

So we can update you on new promotions, we will update our records . . .Current Address: _______________________________________________________Current Phone #’s: _____________________________________________________Email Address: ________________________________________________________Number of Household drivers? ____________________________________________Other Vehicles: ________________________________________________________ Year Make Model Miles ____________________________________________________________________________ Year Make Model Miles

Who is most likely to be in the market next? ______________Why do you say that? ____________________________________________________What type of vehicle do you think they will look for? ____________________________Is this something you think they will do in a few weeks, months or years?Do you think I could help them with this, even if it means just pointing them in the rightdirection?Would you feel comfortable recommending me?

So we can let them know we’re available as an information source, how can I reachthem during the day?Name __________________ Number __________________Comments ________________________________________Email ____________________________________________

We appreciate your business. If you have any questions or concerns, please feel freeto call me.

Again, the reason I called is to introduce myself, say hello, and to make sure everythingis to your satisfaction. If you need anything, please call me. Have a nice day.


Information Call1. IntroduceYourself

2. Purposeof Call

3. Offer toServe

4. GetPermissionto Contact

5. UpdateInformation

6. Sign up forPersonalWeb Page

7. Thank You

Hi _________, this is ____________ at Ken Garff Automotive. Am I getting you at a bad time?

The reason I’m calling is to check up with you and to make sure that everything isgoing well with your _______________. Do you still own the _______________.How do you like it? Likes:_________________ Dislikes:_________________ _________________ _________________ _________________ _________________How many miles? _________________________________________________Maintenance? ____________________________________________________

I just wanted to introduce ourselves and to let you know that you can call me anytimewith any questions or if you need some assistance here at the dealership.

By the way, would you like us to let you know about any service or sales specialswe may have in the future?IF YES: How many miles do you have on your car?___________Would you want updates on new vehicle specials or used specials?

How would you like contact you?Phone: ________________ eMail: ________________Preferred method of contact? __Phone __eMail __Either

Would you like to have the url for your free personal web page?

Great, Thanks for your time and if anything comes up I’ll contact you and if you needanything please feel free to do the same. (Re-contact the customer about the products& promotions that are relevant to them or present the promos then).


Prospecting Contact (Lease End)


2. Purposeof Call

3. Set the Stage

4. “YES” - SetAppointment


6. Open forFurtherContact - NoAppointment

7. Thank You

Hello. May I speak with ______________? Am I interrupting anything? This is________ from Ken Garff Automotive.

I'm calling to let you know that your lease is coming to an end and we can help youwith your options. (Interview about vehicle)

Has anyone walked you through the lease end process and all of your options in detail?

- Have you had an inspection?- Have you arranged the lease end paperwork?- Have you seen all of your financial options?

So we can make it easy & convenient for you to come in, when wouldyou be available?Today Tomorrow Give name, numberMorning Evening and Directions 6:15 6:45Great, we will see you on ________________ at ______________.

By the way, if for any reason you are going to be early or late, please let me know andif anything changes on my end, I will return the courtesy.

By the way, if new service coupons become available would you like me to give you acall? So that we don't interrupt you, what's the best time?______________________Best number _______________ Other Number _______________

Thank you for your time and we appreciate your business.


Retail Renewal Call1. IntroduceYourself

2. Purposeof Call

3. Rate Vehicle

4. Get ServiceAppointment

5. GetPermission

6. Make Offer

7. “YES” - SetAppointment


9. NoAppointment

10. Thank You

Hello. May I speak with ______________? Am I interrupting anything? This is________ from _________

I'm calling to make sure everything is going well with your _________. How is it?How many miles?

Rate 1- 10? What would make it a 10? Like best: __________ Like least: __________

When was your last service? Would you like me to schedule your visit now?

Would you like to know about any new products or promotions that we are having?

Option 1: If we could help you lower your monthly driving costs, would you consider replacing your ________?Option 2: If we could give you equity on your current vehicle would you be interested in selling it?Option 3: If you would like an analysis on your lease end options and an equity analysis on your current vehicle we can set up an appointment for you?Option 4: You have been pre-approved by Ford Credit for a new auto loan and we would be happy to show you all of the vehicles you qualify for.Option 5: We are happy to have to tell you that you are qualified for Ford’s Loyalty Program that entitles you to ____________.

So we can make it easy & convenient for you to come in, when would you be available?If no: If you had to guess when do you think you . . .Today Tomorrow Give name, numberMorning Evening and directions 6:15 6:45Great, we will see you on ________________ at ______________.

By the way, if for any reason you are going to be early or late, please let me know andif anything changes on my end, I will return the courtesy.


Thank you for your time and if you need anything please don’t hesitate to call.


Documents

Incoming Sales Callapi.ning.com/files/GunGaRtNq*hMsHbvc2Tvf7msf1c70t0vJ2qljI-be… · Web viewShe will be expecting you and will then page our Sales Manager to come and greet you