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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