Incoming Sales Call – Internet

1. Introduce Yourself 2.AcknowledgeCustomer3. Interview4. OfferAlternatives5. CurrentVehicle6. Likes andDislikes7. Trade-In?8. Check Availability9. Customer’sPhone & Name10. Get/SetAppointment11. ValidateAppointment12. Get Email13. GeneralInformation

Manager:

____________

Sales Consultant:

____________

Good Morning/Afternoon, It’s a GREAT Day at ABC OEM... This is

____________________

with ABC OEM’s Internet Sales Dept., how may I help you?

Customer response:

____________________________________________

Thank You for calling! So we can help you get all the information you need . . .

May I ask you a few questions?

Are you interested in

NEW,

USED

or are you

OPEN MINDED

depending on the

DEAL? ___________

Which equipment and options are most important to you?

Cars Options Desired: __

__ 2 Door __ 4 door _______________________



__ 5 Speed __ Automatic __ Cloth __ Leather _______________________



__ Sunroof __ Power Package



Repeat back to confirm…

If there was a similar vehicle with similar equipment, that was less expensive, would you want usto let you know about it? _______YES ________NO

Are you ____

Adding?

Or ____

Replacing

a vehicle?

What are you currently driving?

Year _____ Make _____________ Model ________________________ Miles ________________ So we can better understand what’s important to you, when you think about what you are driving now,

What do you Like Best? _______________________________________________________ What would you Improve? ______________________________________________________

Will you consider trading it in? _____

YES

______

NO ______Depends on Trade-in Value(IF YES:

“In order to get you the most money, we’ll need to see it as soon as possible”)

Let me check availability on (

model of interest

)______________________from our local and centralinventory, which should not take long….

What is your Home# _______________ Work#__________________ Cell#_____________________ How do you spell your last name?

______________________

First name

____________

To save some time,

may I check if that vehicle is available right now?

IF YES:

Please Hold (PAUSE)… (Look up how many of the model are in stock)

IF NO: OK, I will call you back in a few minutes…

Availability looks good…

By the way, when was the last time you drove a (current year model ofinterest)? May I make a suggestion? We should arrange for you to come in and drive a (CYMOI)IF YES:

When is the best time for you to come in?Today Tomorrow Give name, direct numberMorning Evening and directions to dealership

6:15 6:45