Internet Outbound Call Updated

Question 1

Establish Control

[ Box 1 ]

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 quest’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 specifically 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

Identify Appointment Reasons

[ Box 2 ]

Answer 2

1. What are you currently driving?
2. Sell it to us if we could pay you what you want?
3. How long have you been looking for the MODEL?
4. What about this vehicle interests vou 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

Sell the Appointment

[ Box 3 ]

Answer 3

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 4

Confirm the Appointment

[ Box 4 ]

Answer 4

Do you have something to write with? And do you know where we’re located? (Give 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 address?

Again, my name is (NAME); if you’re running late, or need to reschedule, 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 #1 in the US, we appreciate the opportunity to earn your business and look forward to your visit.