Incoming Sales Call

1. Introduce
Yourself
2. Acknowledge
Customer
3. Interview
4. Likes and
Dislikes
5. Offer
Alternatives
6. Current
Vehicle
7. Check
Availability
8. Customer’s
Name
9. Set
Appointment
10. Distinguish
Yourself
11. Validate
Appointment
12. If No
Appointment
13. General
Information / Good Morning, It’s a GREAT Day at Rich Ford. 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 __Automatic
Repeat back to confirm.
By the way, so we can have a better understanding of what is important to you . . .
Best ______Improve ______
______
If there was a similar vehicle with similar equipment that was less expensive, would you consider it? YES NO
__Adding __Replacing What are you currently driving? Estimate?
Year ______Make ______Model ______Miles ______
Equipment ______
In order to get you the most possible money, we’ll need to see it as soon as possible.
Before you come down here . . . Let me check on availability of the ______
from our local and central inventory. That should not take long.
Are you calling from: __Home ______Work ______
And 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! But we need to act if this is something you want to take care of
in the next few days or did you want to put this off for a few weeks?
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 Rich Ford before? Have you worked with a salesperson? Do you remember their name? If not, No problem!
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.
Would you like us to update you on new products and promotions as they become available?
Best Number ______So we don’t interrupt you, when is the . . .
2nd Number ______Best Time ______
Preferred method of contact? __Phone __eMail __Either
When would you like to get your vehicle? __Days __Weeks __Months
Customer Name ______
Phone (h) ______(w) ______
Address ______eMail ______
Sales Consultant ______Date______Time______
Manager ______Manager Confirm ______
Confirm Time ______Next Contact ______

Internet Customer Contact
1. Introduce
Yourself
2. Acknowledge
Customer’s
Response
3. Current
Vehicle
4. Explore
Alternatives
5. Determine
Timeline
6. Set
Appointment
7. Set the Stage
8. Validate
Appointment
9. If No
Appointment
10. General
Information / Hello, this is ______with the Internet Department here at Rich Ford. May I speak with ______? Hi, ______. The reason I am calling is to discuss your request for information so we can give you all the information you need. I will only need a few moments of your time. May we proceed? (Ok) Have you ever bought a vehicle online before?
Yes - Great! Tell me, how did it go?
No - Let me tell you how our Internet department helps you find the perfect vehicle . . .
There are three easy steps:
1. Find exact vehicle
2. Give the information you need to make an informed decision
3. Schedule a convenient time to complete the paperwork
You indicated that you are interested in a ______(list model and equipment).
What other equipment would be important to you? (summarize and explore needs)
Adding or replacing? What are you currently driving? Would you like an estimate?
Year ______Make ______Model ______Miles ______
Equipment ______
So we can understand what is important to you . . .
Best ______Improve ______
______
By the way, if there was a similar vehicle, with similar equipment, that was less
expensive, would you consider it or would you rather us rule that out for you?
(if yes, interview more) (Packaged Vehicles, One Year Older, or a Demo)
Is this something you want to to in a few days, weeks or months?
So we can give you as much possible for your trade in and give you an opportunity to
test drive the vehicle... when would you like to visit us.
Today Tomorrow Give name, number
Morning Evening and directions
6:15 6:45
Great, we will see you on ______at ______.
By the way, have you been to our dealership before? Did you work with a salesperson? Do you remember their name? If not, no problem!
Also, do me a favor . . . if anything changes on your end, please let me know 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 become available?
Best Number ______So we don’t interrupt you, when is the . . .
2nd Number ______Best Time ______
Preferred method of contact? __Phone __eMail __Either
When would you like to get your vehicle? __Days __Weeks __Months
Customer Name ______
Phone (h) ______(w) ______
Address ______eMail ______
Sales Consultant ______Date______Time______
Manager ______Manager Confirm ______
Confirm Time ______Next Contact ______

Telephone Script (Confirmation Call)
1. Introduce
Yourself
2. Purpose
of Call
3. Recap
4. Confirm
5. Validate
Appointment
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 me
know and if anything changes on my end, I will return the courtesy.
Thank you for your time and we appreciate your business.

Introduce and Welcome

1. Introduce and
Welcome
2. Binocular
Concept
3. Agreement
4. Transition / Welcome. My name is . . . Would you like something to drink? We have several
vehicles 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 Interview

1. Introduce
Yourself
2. Interview
3. Isolate
Objection
4. Set Stage for
BeBack
(If no close)
5. Capture
Customer
Information
6. General
Information / 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 Money

Treated 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. Isolate
Objection
6. Explore
Alternatives
7. Set
Appointment
8. Distinguish
Yourself
9. Validate
Appointment
10. No
Appointment
11. General
Information / Hello. May I speak with ______? This is ______, I am the
Customer Relationship Specialist from Rich Ford. Am I interrupting anything?
The reason I am calling is to thank you for coming in and to make sure that you were
treated 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 the
vehicle, what might that be? (Repeat response and explore.)
Me Machine Money
Treated 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, would
you 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 the
best time to meet?
Today Tomorrow Give name, number
Morning Evening and directions
6:15 6:45
Great, 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 me
know 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 become
available?
Best Number ______So we don’t interrupt you, when is the . . .
2nd Number ______Best Time ______
Preferred method of contact? __Phone __eMail __Either
When would you like to get your vehicle? __Days __Weeks __Months
Customer Name ______
Phone (h) ______(w) ______
Address ______eMail ______
Sales Consultant ______Date______Time______
Manager ______Manager Confirm ______
Confirm Time ______Next Contact ______

Unsold Follow-Up (1st Party)
1. Introduce
Yourself
2. Purpose
of Call
3. Review
Transaction
4. Isolate
Objection
5. Offer
Alternatives
6. Set
Appointment
7. Distinguish
Yourself
8. Validate
Appointment
9. No
Appointment
10. General
Information / Hello. May I speak with ______? This is ______, I am the
Customer relationship specialist from Rich Ford. Am I interrupting anything?
The reason I am calling is . . . first to thank you for visiting with us on ______and
also 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 the
vehicle, what might that be? Repeat response.
If there was a similar vehicle with similar equipment that was less expensive, would
you consider it?
So we can make it easy and convenient for you to see the vehicle, when would be the
best time to meet?
Today Tomorrow Give name, number
Morning Evening and directions
6:15 6:45
Great, we will see you on ______at ______.
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 let
me know 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 become
available?
Best Number ______So we don’t interrupt you, when is the . . .
2nd Number ______Best Time ______
Preferred method of contact? __Phone __eMail __Either
When would you like to get your vehicle? __Days __Weeks __Months
Customer Name ______
Phone (h) ______(w) ______
Address ______eMail ______
Sales Consultant ______Date______Time______
Manager ______Manager Confirm ______
Confirm Time ______Next Contact ______

No Show Follow Up

1. Introduce
Yourself
2. Purpose
of Call
3. Still In Market
4. Set
Appointment
5. Distinguish
Yourself
6. Validate
Appointment
9. No
Appointment
10. General
Information / Hello. This is ______from Rich Ford. 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 to
make sure that you were treated properly when you visited us.
Are you still considering a new vehicle?
So we can make it easy and convenient for you to see the vehicle, when would be the
best time to meet?
Today Tomorrow Give name, number
Morning Evening and directions
6:15 6:45
Great, we will see you on ______at ______.
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 let
me know 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 become
available?
Best Number ______So we don’t interrupt you, when is the . . .
2nd Number ______Best Time ______
Preferred method of contact? __Phone __eMail __Either
When would you like to get your vehicle? __Days __Weeks __Months
Customer Name ______
Phone (h) ______(w) ______
Address ______eMail ______
Sales Consultant ______Date______Time______
Manager ______Manager Confirm ______
Confirm Time ______Next Contact ______