Inbound Call Guide Flashcards
[ Box 1 ]
Gain Control: Create interest & slow the conversation down with questions
Specific
Thank you for choosing (STORE); this is (NAME) speaking, and I can assist you!
Specific:
No Problem, I am happy to help you with that… You’re not on your way here right now, are you?
(PAUSE)
I ask because we’ve had a lot of interest in that (MODEL), and I’m not sure if it’s still available.
Let me confirm the status of it, and while I’m doing that, are there any additional details I can gather? (PAUSE)
[ Box 1 ]
Gain Control: Create interest & slow the conversation down with questions
Nonspecific
Thank you for choosing (STORE); this is (NAME) speaking, and I can assist you!
Nonspecific:
No Problem, I’d be happy to help you with that …which packages and color preferences are you interested in? (PAUSE)
Great. Let me check what we have available as well as what we have in transit, and while I’m doing that, are there any additional details I can gather for you?
[ Box 2 ]
Gather Contact Information:
BEFORE giving any specific information
Okay, Great.
Now that I understand what you’re looking for let me gather those details. It should only take me 5-10 minutes to get back to you.
Are you calling from your cell? And the number there is?
And how do you spell your LAST NAME?
And your FIRST?
Perfect! and actually (GUEST), I just had a great idea. Do you mind holding for a quick second?
[ Box 3 ]
Alternative Choice. Create a reason for an appointment
(GUEST)?
Thanks for holding. I’m curious, are you specifically and only looking for that (vehicle), or would you consider a
(New / Used / Other) if (lower price/payment, extended warranty, similar) in that range, because we can help you either way?
Excellent. Now I just have a couple of quick questions. Will the vehicle be for you?
(PAUSE)
How soon are you looking to take delivery?
(PAUSE)
Are you local to us?
(PAUSE).
[ Box 4 ]
Established Appointment Reasons: Ask five questions minimum
- What are you currently driving?
- Would you consider selling it to us if we could pay you what you want?
- How long have you been looking for the MODEL?
- What about this vehicle interests you the most?
- May I ask why you’re shopping for another car?
- What are your future plans for that vehicle?
- Are you familiar with Fletcher Jones?
- Are you working with any of our other locations?
- Will this be your first (BRAND)?
- Have you considered placing an order?
[ Box 5 ]
Sell the Appointment:
Reason for it, Benefit of it, & Value behind it
Now that I clearly understand what you’re trying to accomplish, here’s what I can do for you.
I will arrange you to meet directly with a senior sales manager; this way, following your test drive and demo, we can promptly provide you with all the information needed to make a well-informed decision.
We have an opening as early as (TIME) today, or would a later time work better for you?
[ Box 6 ]
Confirm the Appointment
Validate our action plan & guests’ commitment level
Do you have something to write with? And do you know where we’re located?
(Voice location regardless)
When you arrive, it’s very important that you come inside and let the team know you have an appointment with (MANAGER NAME).
His/Her last name is spelled (NAME), and his/her first name is spelled (NAME
My name is (NAME), and I have you scheduled in our appointment book for (time, day, and date).
In addition to a text, I will email your appointment confirmation. What is the best email address?
Again, my name is (NAME; if you’re running late, need to reschedule, or need anything prior to our appointment, would you please call me?
(PAUSE)
My direct line is…(PHONE). Thank you for your time; as a 76-year-old, family-owned business and the #1 Luxury Automotive Group, we appreciate the opportunity earn your business and look forward to your visit.
[ Box 1 ]
Alternative Controlling Questions: Acknowledge and Persist
Just tell me the price (pre-owned)
• I’m happy to help you with that… But first, let me ensure it’s still available as inventory changes by the minute; while I check the status, are there any additional details I can gather for you?
Financing / Rate Questions:
• I’m happy to help you with that… Do you currently own/lease a (BRAND? What are you currently driving?
Were you looking to finance through (BRAND BANK), or do you have other plans?
Were you looking to take delivery of the vehicle in the next few days?
Lease / Buyout / Trade/ Sell:
• I’m happy to help you with that… I’ll need some additional information. What are you currently driving?
How much time is remaining on your current lease?
How are you doing on your mileage? (OVER / UNDER) Was it purchased/leased from one of our Fletcher Jones locations?
[ Box 3 ]
Alternative Choices: Expand the opportunity
New to Pre-owned:
• Would you consider a (MODEL) with low miles, and a full warranty, if we saved you a few thousand dollars?
Because we can help you either way…
Pre-owned to New:
• Would you consider a new (MODEL) if we could find a way to get your payments closer to a pre-owned one?
Because we can help you either way.
Specific to Similar:
• Are you specially and only looking for a (MODEl.), or would you consider another (STYLE) in the same price range? Because we can help you either way..
Yes:
• Great. The most efficient way to decide which options work best is to have you meet directly with a Senior Manager.
That way, they can review all your options, and you can determine what works best for you and/or your family. They have an opening as early as____, or would
______ work better?
No:
• No problem. I just wanted to offer you all the options. In that case, I will arrange for you to meet directly with a Senior Manager (NAME), and I’II let them know the details of our conversation.
Then, you can look at and drive the (MODEL), and following, we can provide you with everything you need to make a well-informed decision.
Would mornings or afternoons work better?
[ Box 4 ]
Additional Questions: Identify multiple reasons for an appointment
Timeframe:
• How long have you been shopping for the (MODEL)? Is there a specific timeframe we’re working with?
Current Vehicle:
• What are you currently driving? What are your future plans for it? Will this vehicle be for you?
Location:
• Are you local to us? What zip code will this vehicle be registered to?
Features:
• What do you like about your current vehicle? What interests you about the new (MODEL)?
Loyalty / Conquest:
• We are a 76-year-old, family-owned business and the #1 Luxury Automotive Group in the US. Will this be your first vehicle from Fletcher Jones? Are you familiar with our VIP Perks? Are you speaking with any of our other Fletcher Jones locations? Will this be your first (BRAND)?
Availability:
• Are you familiar with the current availability of the (MODEL? Have you ever considered placing an order for the (MODEL)
