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Unsold Follow-Up 1. Introduce Yourself 2. Purpose of Call 3. Serve Customer

(3rd Party)

Hello. May I speak with ______________? This is ______________, I am the Customer Relationship Specialist from ABC OEM.   Am I interrupting anything? The reason I am calling is to thank you for coming in and to make sure that you were treated properly while you were here yesterday. How did your visit go? Any questions or concerns?

4. Rate Visit 5. Isolate Objection

6. Explore Alternatives 7. Set Appointment

Rate visit 1­ 10? What would make it a 10? If there was one thing that kept you from feeling comfortable taking ownership of the vehicle, what might that be? (Repeat response and explore.) Me                               Machine                               Money Treated well?              Rate vehicle 1 ­ 10               Discuss numbers? Satisfied objections     What would make it a 10     Fair? Budget? Down?                                     Consider a similar vehicle    Payment, Price or Trade

If there was a similar vehicle with similar equipment that was less expensive, would you consider it, or would you rather us rule that out for you?

8. Distinguish Yourself 9. Validate Appointment 10. No Appointment

So we can make it easy and convenient for you to see the vehicle, when would be the best time to meet? Today            Tomorrow                                         Give name, number Morning       Evening                                                and directions        6:15    6:45 Great, we will see you on ________________ at ______________. By the way, so we can save you time, We’ll have a few _________ (vehicles) pre­selected based on what you have told me.

11. General Information

Also, do me a favor, if for any reason you are going to be early or late, please let me know and if anything changes on my end I will return the courtesy.

Would you like us to update you on new products and promotions as they become available? Best Number ________________ So we don’t interrupt you, when is the . . .

2nd Number ________________ Best Time ___________________ Preferred method of contact? __Phone __eMail __Either When would you like to get your vehicle? __Days __Weeks __Months

Customer Name ____________________________________________ Phone (h) _______________________ (w) _______________________ Address ___________________________ eMail __________________ Sales Consultant ________________ Date_________ Time__________ Manager _________________ Manager Confirm __________________ Confirm Time ___________________ Next Contact ______________

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