1. Read notes
2. Review Customer History; Have they bought from us before? Do they use our service department? Are they local? Did they demo a car? See numbers?
3. Have your Inventory and Product Knowledge resource up on your screens.
4. Smile and dial
May I speak to dsFIRSTNAMEds?This is ~BDC Rep~ calling from the Client Care Center at Brent Brown Toyota. Did I catch you at a good time?
I see you’ve been talking with ~assigned~ and I’m calling to make sure you’re happy with his service and to see if you had any questions I can help you with. Has ~assigned~ given you all the information you need?
What brought you into the market for a vehicle?
Have you found a vehicle you would like to own?
No – Well I am glad I called. Of all the makes and models you have looked at, what are you leaning towards?
Yes – Competitors – What do you like about the _________ ?
Yes = Ours
Great, can we set up a time for you to take delivery?
What is the most important thing when it comes to a vehicle?
If you were to pick one thing that’s keeping you from moving ahead on the ~MODEL~ what would that be?
REFLECT – State their objection in your own words. Customer will agree.
So if we could ________________ you would go ahead with it?
What is your timeline on making a purchase?
Sounds like we just need to get you with a Manager. Can you come in right now or would this evening be better? Are you thinking before or after dinner? Let's make it ____, how does that sound?
APT YES - I’d like to send you a confirmation email, what’s the best address to send it to?
APT NO – I’d like to send you some information, what’s the best address to send it to?
Is there anything else I can help you with today?
Hi, this is ~BDC Rep~ calling from the Client Care Center at Brent Brown Toyota. I’m calling to thank you for your interest in one of our vehicles and to make sure you’re receiving the level of service you expected. I’m sorry I missed you, your feedback is very important to us so I’m going to send a short survey to ~Email Address~.If you could take minute to return it we’ll do everything we can on our end to help fulfill your request. Thanks again and have a great day.