Interview Flashcards
- INTRO — THREE RESPONSIBILITIES
I have 3 responsibilities at the dealership; first to COMPLETE and REVIEW your PAPERWORK, second, to ASSIST you in your FUNDING NEEDS and finally, to get you on your WAY as QUICKLY as possible. May I begin?
- TITLING — Name
For titling purposes, is this the way you want your NAME to appear on the title?
(DYLAN SMITH)
- TITLING — Address
Is this the correct address?
153 MAIN AVE AUSTIN TX 78741
- NEW PURCHASE — Year / Make / Model / Color / Miles
I see you’re purchasing a 2018 Honda Accord, Black in color with 12 Miles.
- NEW PURCHASE — Length of Ownership
How long do you plan on keeping the car?
- NEW PURCHASE — Miles Per Year
How many miles per year will you be driving?
- PRIOR OWNERSHIP — Maintenance (Where)
Where do you have the maintenance done on your vehicle?
- PRIOR OWNERSHIP — Maintenance (How Often)
How often do you have the maintenance done?
- PRIOR OWNERSHIP — Reinforce Maintenance
So, maintenance is important to you?
- TRADE — Payoff
I see you have a payoff of $9597. Did you verify this or did your salesperson?
- TRADE — Cancellations
Do you have any service or maintenance contracts on your trade that need to be canceled? (If there isn’t a trade, skip)
- Yes = Great, I can help you with that.
- No = Ok.
- INSURANCE — Correct Information
Is this the correct insurance information?
JMFE INSURANCE CO.
- INSURANCE — Agent / Full Coverage
Have you contacted your agent and do you have full coverage?
- INSURANCE — Deductible
What is your deductible?
- WORKSHEET — Figures
These are the figures you’ve agreed to. (A statement, not a question)
- Point to figures while saying this.
- WORKSHEET — Down Payment
Here is your down payment of $3000.
- WORKSHEET — Unpaid Balance
And that leaves you with the unpaid balance shown here.
Point, don’t say
- CREDIT APPLICATION — Here vs. Business Office
Some of the questions I have to ask next are about your credit. Would you feel more comfortable here or in the Business office?
- CREDIT APPLICATION — Review Application
Let’s review your credit application. Did you fill this out, or did your Salesperson?
- CREDIT APPLICATION — Verify Gross Income
Is that before or after taxes?
Verify customer’s job title and income
- CREDIT APPLICATION — Additional Income
Any additional income?
- CREDIT REPORT — Review Report
Before we go over your credit, would you say you have good credit, bad credit, or somewhere in between?
- If they say they have good credit and that’s accurate, go to step 24.
Otherwise, ask “What makes you say that?”
- CREDIT REPORT — Derogatory
In reviewing your credit, I noticed a few things the finance company may ask me about.
- Credit Issues = What happened?
- Interview Techniques = Are any of these accounts current?
- Documentation = Do you have any documentation?
- Take notes *
- CONCLUSION — Separate from Customer
I have enough information to get your paperwork started. I’ll be back in 10-15 minutes and we will get you on your way as soon as possible.
- CONCLUSION — Final Steps
Produce the Menu and retrieve the customer.
- CONCLUSION — Final Steps (2)
Begin the Menu presentation.
