Internet Outbound Call Guide

Question 1

[ Box 1 ]

Gain Control

Buld rapport, ask questions, and Identifly the Who, What, Where, When, & Why

Answer 1

Hello, This is (NAME) calling with (STORE NAME).

May I speak with (GUEST), please?

Validate guest’s request:
Hello (GUEST), I’m calling in response to your (LEAD SOURCE) inquiry I received on the (VEHICLE).

Acknowledge guest’s specific questions:
I see you also had questions about (LEAD QUESTION), correct?

Ask clarifying questions to gain control and expand the conversation:

Are you specially and only looking for a (MODEL), or would you consider another (STYLE) in the same price range?

Were you looking to take immediate delivery, or can I look at what we have coming in as well?

Have you recently or ever test driven the new (MODEL)? When and Where? Are you local to us?

Question 2

[ Box 2 ]

Create Excitement and Rapport

Ask FIVE or more discovery questions

Answer 2

1. What are you currently driving?
2. Would you consider selling it to us if we could pay what you want?
3. How long have you been looking for the MODEL?
4. What about this vehicle interests you the most?
5. May i ask why you’re shopping for another car?
6. What are your future plans for that vehicle?
7. Are you familiar with Fletcher Jones?
8. Are you working with any of our other locations?
9. Will this be your first (Brand) ?
10. Have you considered placing an order?

Question 3

[ Box 3 ]

Appointment Reasons

We need to have discovered multiple reasons

Answer 3

Notes

Question 4

[ Box 4 ]

Sell the Appointment

Reason for it, Benefit of it, and Value behind it

Answer 4

Now that I clearly understand what you’re trying to accomplish, here’s what I can do for you.

I will arrange for 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?

Question 5

[ Box 5 ]

Confirm the Appointment

Validate our action plan and the guests’ commitment level

Answer 5

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 to earn your business and look forward to your visit.