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Internet Customer Call AFTER Price Quotes Sent by Email (within 1 hour) 1. Introduce Yourself 2. Verify receipt of email response

Hello, this is ________ with the CRC at Findlay Ford, May I speak with______________? Hi __________, earlier today (yesterday?) we sent you an email message with information and price quotes. Have you been able to take a look at it?

IF NO:  That’s OK… When would be a better time to speak with you about the information we sent?  What  3. Get REAL email number should I call? ________________ Do you have an email that you can access right now, so I  address! (work)

4. Acknowledge & Explore customer prior experience

can send you price quotes(& dealer invoices)? #2 Email: IF YES:  Great! So that you get all the benefits offered by Findlay Ford’s Internet program, I’d like to discuss how  If NO: When would be a better time for me to call? it works with you… Would that be OK?  IF YES: Have you ever bought a vehicle using the Internet before? If Yes: Great! Tell me, how did it go? IF NO:

No problem, Let me explain how our Internet process helps you get a better 

5. Benefits to customer from Internet Process

deal… …There are Four easy and convenient steps:

6. Verify what the customer wants & needs

     Step 3. Schedule a convenient time to come in, look at the vehicles and take a test drive      Step 4. You bypass the traditional car sales process and buy your new vehicle in less than half

     Step 1. Find a few vehicles that might be right for you      Step 2. Provide you with prices & the information you need to make an informed decision

                  the time it usually takes… At the lowest prices, without any hassles or aggravation 7. Is customer open to possible alternatives?

So that I can make sure we sent you quotes on the right vehicles, I am going to ask you a few questions: You indicated that you’re interested in a _______________________________(make/model)

_________________________

What options or equipment are a “Must Have” for you? 8. Current vehicle information

9. Likes & dislikes

_____________________________________________________ If we had a similar vehicle to what you enquired about, with similar equipment, that was less  expensive… would you want to know about it, or would you rather have us rule that out for you?  (IE: Demo’s, factory program vehicles, cancelled orders, etc.)  YES or NO

(Circle Answer) Are you      ADDING   or   REPLACING   a vehicle?     What are you currently driving?  Year? ____ Make?_____________ Model?___________________ Miles?______K

10. Set the Stage with Consultative Suggestion… 11. Get an Appointment to visit dealer

Options or Equipment?_______________________________________________ (Circle Answer) Would you like a Trade­In value estimate?  YES or NO

So we can understand what’s important to you…Thinking about what you currently drive: What do you Like Best? ___________________________________________ What would you Improve? __________________________________________

13. Validate Appointment

Going back to the ________________(model only) you expressed interest in… When was the last time you drove a (Year & Model)?___________ May I make a suggestion? (If Trade) So we can (give you as much possible for your trade in and…) give you an opportunity to

14. General Lead Management Information

test drive the (Year & Model)...  we should make arrangements for you to come in: Client Name __________________________________________Phone #____________________________    Would Today             Tomorrow be better?

When you arrive at the dealership, please see the  Lead Assigned To:____________________________ Stock #’s:____________________________________                                     OR                         receptionist in the showroom as you walk in the              Morning           Evening?                                                    front and ask for Joe Chika, our General Manager… 

10:15 or 10:45?      6:15 or 6:45?

                  

                  (Give directions to dealership)

© 2003. The Reynolds and Reynolds Company

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