Script New Leads:

LOCALS
New lead:
Hi "_________", this is ______ from Merlex Auto Group, we just received your inquiry on
the "________", it is still available..
Would you like to visit us later today to test drive it?
Follow up:
Hi "_________", this is ______ from Merlex Auto Group. I just wanted to let you know The
"________", it is still available.
Would you like to visit us later today to test drive it?

OUT OF TOWN
New Lead:
Hi "_________", this is ______ from Merlex Auto Group in Arlington, Virginia, we just
received your inquiry on the "________". I noticed you’re out of town. Would you like to visit
us to test drive it or would you rather have one of my sales executives contact you to assist
you over the phone?
Would you be interested in financing and shipping?
Follow up:
Hi "_________", this is ______ from Merlex Auto Group in Arlington, Virginia. I just wanted
to let you know the "________" you inquired about the other day is still available.
Would you be interested in financing and shipping?

Forwarding info to the sales floor:

- I’m going to ask my sales team to contact you -in a few minutes-later
today-tomorrow- to provide further assistance.
- I’ll send the information to my team and we’ll contact you a little bit later today.

Hours of Operation:
We work Monday to Saturday from 10 to 8. Would you like to stop by later today to test
drive it?

Address:
We are located at 1105 North, Glebe Road, Arlington, Virginia 22201.
Would you like to stop by later today to test drive it?

Financing questions:
- We work with all kinds of credit scores.
- The minimum down payment is one thousand ($1,000) and you can finance the rest.
- I’ll text you a link to our credit app and we can start from there and please let me know
when you complete it.
- We work with several banks and credit unions and my team will help you get approved.
- You need to bring your driver’s license, 2 most recent paystubs, proof of residence and the
minimum down payment in cash, cashier’s check or money order.
Trade-ins:
-We do take trade-ins, please text me on this number a few pictures, the VIN number, and
the exact mileage. I’ll text you my information in a couple of minutes.

OTD price:
The final price is the online price plus fees. I’ll ask one of my sales executives to contact
you in a few minutes to assist you with pricing.

Best Price:
- We are very firm on the price but my manager is always willing to negotiate down
further in our store. Would you like to visit us to discuss pricing with my manager?
- I know of past customers who were able to negotiate a better price when they visited
us. Would you like to stop by sometime this week to discuss pricing with my
manager?
****If it is an out of state lead****
We are very firm on the price but I’ll ask my sales team to contact you later today to see if
you can work something out.

Vehicle information: ​(Please get the vehicle info ready on a different tab)
-I’ll text you a link to the vehicle with all the information about it.

Questions you don’t know how to answer:

-I’ll double-check that with my team and we’ll contact you in a few minutes.
-I’m not sure but I’ll ask one of my sales executives to contact you to provide further
assistance.

Recommendations:

Try to lead the conversation to an appointment.

Ask the customer if this is her/his cellphone and tell them you will text the information they
requested.

If they are local try to ask them when they’d like to visit. Even if some extra work needs to
be done, please ask them when is the soonest they’d like to visit us if everything checks
out.

When you are on the phone, try using these instead of long pauses or “umm”. It will buy you
some time to come up with an answer and the convo will go smoother:
Ok, Great, Of course, Sure, Got you, Awesome, Sounds good.