03incomingsalescall

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Incoming Sales Call – Internet 1. Introduce Yourself

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: ____________________________________________

2. Acknowledge Customer

Thank You for calling!  So we can help you get all the information you need . . . May I ask you a few questions?

3. Interview

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:                            __                    

4. Offer Alternatives 5. Current Vehicle 6. Likes and Dislikes 7. Trade-In? 8. Check Availability 9. Customer’s Phone & Name

__ 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 us  to 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 Trade­in 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 central  inventory, which should not take long….

10. Get/Set Appointment

What is your Home# _______________ Work#__________________ Cell#_____________________

11. Validate Appointment

To save some time, may I check if that vehicle is available right now?  

12. Get Email

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

13. General Information

Availability looks good…  By the way, when was the last time you drove a (current year model of 

Manager: 

How do you spell your last name? ______________________ First name____________ 

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

interest)?  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?

Sales Consultant: 

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

____________

Great! We will see you on:___________________ @  _________________AM or PM

We would like to send you a confirmation (IF NO: information) and Discount Voucher by email…

What email address should we use?

_______________________

IF APPT.: If anything changes on our end, I will call and email to let you know…  If something should  change on your end, and, you are not going to make it, will you call or email to let me know?

Name Entered into LMS:_____________________________________________________________ Phone (h) ______________________ (w) _______________________ (C)_____________________ Email Template Sent to Customer:______________________________________________________

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