Phone Power Tracks Flashcards
Phone
Listen Overcome Control
“Doesn’t want to give phone number” &
“Let me assure you of one thing”
• Let me assure you, when I call you back, I won’t waste your time. I’ll keep it strictly business and present you with all the requested information. Fair enough? And the number there is?
“I’ll just call you back”
• I would hate to miss your call and delay your search. Let me assure you… I’II keep it strictly business and present you with all the requested information. Fair enough? The number there is?
As a professional courtesy, from whom should I expect a callback, and when?
“I’ll just hold”
• I would hate to have you waste valuable time on hold. Let me assure you of one thing…
“Are you a salesperson?”
• I work directly with our Management Team and am here to ensure you receive the information you need to make a well-informed decision in a timely fashion. What is the best number to reach you in a few minutes?
Let me assure you of one thing. When I call you back, I’lI keep it strictly business. I’ll present you with the requested information; if that information doesn’t work for you, it will be our last conversation.
[ Box 1 ] Phone
“Just tell me if you have the car?”
• With demand at an all-time high and inventory changing on an hourly basis, it may take me ten or fifteen minutes to gather the accurate information. Are you calling from your home or cell?
“Don’t you know your inventory?”
• As a 76-year-old, family-owned business, we have over four thousand vehicles available. I want to provide you with all your options and the most accurate information. It should only take me five or ten minutes…are you calling from your home or cell? The number there is?
“I just want to know if you still have this particular car”
• With demand at an all-time high and inventory changing on an hourly basis, it may take me about 10-15 minutes to get you accurate information. Are you calling from your home or cell?
“Why did you ask my time frame?”
• I’m curious if I should also look at what we have coming in or limit my search to what we have immediately available. I can help you either way..
Follow up Questions
“Why did you ask me that?”
• I’m curious if you are familiar with Fletcher Jones, a 76-year-old, family-owned business, and want to gather all the information to ensure you have an excellent experience and can make a well-informed decision. (back to the question)
“First (Brand)”
• Thank you for the opportunity to earn your business. Please allow me to quickly detail our Preferred Owner Benefits. When you become a Fletcher Jones VIP… (Preferred Owner Benefits)
“Currently driving (Brand)”
• Thank you for your continued Loyalty. What are the plans for your current vehicle?
Would you consider selling it to us if we gave you what you want?
As a 76-year-old, family-owned business, we’re always looking for additional inventory as our discerning clients appreciate a vast selection of first-quality cars
“Work Vehicle”
•(Brand) offers corporate fleet programs for many companies in our surrounding area, and I want to ensure we explore all your money-saving options…Is there a company I should research for you?
“Don’t you have the car?”
• Many clients consider different options, including new, preowned, and our Platinum Certified vehicles.
(Pause)
Is this something you would consider?
“How many miles are you talking about?”
• We have vehicles starting as low as 500 miles and increasing from there depending upon current availability. When you arrive, we’ll show you all your options, and you can choose what will work best for you. Is this something you would consider?
Potential Recommendations
Follow Up Questions
Vehicle Availability:
• The (MODEL) is currently listed as available, and based on the current market, I will arrange for you to meet directly with my Senior Manager. I’II let them know the details of our conversation, ensuring we can save time when you arrive.
Remember, we’re a 76-year-old, family-owned business, the #1 Luxury Automotive Group in the US, and we will do everything possible to earn your business. We have an opening as early as (TIME) today, or would a later time work better for you?
Timeframe - Short:
• I understand you are looking for something immediately and need to move quickly. So here’s what I recommend.
I will arrange for you to meet directly with a senior manager. They can expedite your visit, streamline the experience, appraise your vehicle, and review all the options available in a timely manner.
This way, you have all the information you need to make a well-informed decision in the shortest time possible.
We’re a 76-year-old, family-owned business, the #1 Luxury Automotive Group in the US, and we will do everything possible to earn your business.
Would today or tomorrow work better for you? Great, and morning or afternoon?
[ Box 4 & 5 ]
Follow Up Questions
“I’m not sure if I’m ready to make a decision to buy?”
• We focus on long-term relationships with our clients, and your shopping experience is more important to us than your immediate buying decision.
That is why I will have you meet with a Product Specialist who wil provide you with a no-pressure environment to learn about and experience our vehicles. when is the earliest?
“What’s a Product Specialist?”
• Our Product Specialists are available as a resource to provide a pressure-free way to learn about and experience our ______ vehicles.
When you are ready to move forward, they can introduce you to a Sales
Representative who can further assist you, or I can arrange for you to meet directly with a Senior Manager.
“I don’t want to meet, with a Product Specialist, I just want a price!”
• In that case, I’ll make special arrangements for you to meet directly with a Senior Manager who can quickly provide the information necessary to make a well-informed decision.
I will communicate our conversation so that he/she is prepared and available for you… We have an opening as early as (TIME) today, or would a later time work better for you?
The caller has many questions
• You have some excellent vehicle-related questions. I recommend meeting with our Product Specialist, who will provide you with a pressure-free opportunity to learn about and experience our ______
vehicles in detail…
when is the earliest?
Potential Recommendations 2
Box 4 & 5
Follow Up Questions
Test Drive:
Because you haven’t yet had the opportunity to drive the (MODEL), I will arrange for you to meet directly with a senior manager and a product specialist who can provide you with an extended test drive and detailed safety, tech, and features demonstration. This way, we can ensure this is the perfect vehicle for you and your family.
Remember, we’re a 76-year-old, family-owned business, the #1 Luxury Automotive Group in the US, and we will do everything possible to earn your business. We have an opening as early as (TIME) today, or would a later time work better for you?
Feature / Product Demo:
You’re not the first guest with great questions about (FEATURE). We have previously found a product demonstration to be very helpful.
So here’s what I will do for you, I will arrange for you to meet directly with a senior manager who can have a product specialist demo the (FEATURE to help you understand the technology and its value.
Remember, we’re a 76-year-old, family-owned business, the #1 Luxury Automotive Group in the US, and we will do everything possible to earn your business.
We have an opening as early as (TIME) today, or would a later time work better for you?
Certified Pre-Owned
One Owner CPO
• At Fletcher Jones, a 76-year-old, family-owned business, we are very particular about what we sell. In fact, we only keep 1 out of 5 trades.
Once our handpicked vehicles have passed a rigorous 132-point inspection, only then will they be placed on our front line for retail.
This is why we are the nation’s premier (Brand) Center. We have an opening as early as (TIME) today, or would a later time work better for you?
Price CPO
• We use the Kelley Blue Book and several other businesses as a guideline, just as your bank or credit union would use, and the suggested retail value of that car is
(ad Price).
After you have a chance to look at and drive the vehicle, if you have another number in mind, by all means, present us with an offer. We are a 76-year-old, family-owned business and will consider any reasonable offer.
When is the earliest?
Hold on Pre-owned Price:
• If you’ve been shopping for a (model) online, you’ve noticed that Fletcher Jones offers Value-Based Pricing.
We pride ourselves in offering a transparent, no-hassle buying experience. After you have a chance to look at and drive the vehicle, if you have another number in mind, by all means, let’s discuss this further.
We are a 76-year-old, family-owned business and will consider any reasonable offer. Here’s what I’m going to do for you..
If pushed on price:
• Each vehicle receives a thorough market evaluation, including an analysis of features, mileage, color, vehicle conditions, market availability, and history before it’s priced.
Once you drive the car and are sure it’s a perfect fit, by all means, feel free to make another offer. We are a 76-year-old, family-owned business; our management team will consider any offer…and we rarely, if ever, lose a deal over price alone.
Open to other options:
• Here’s what I’m going to do for you. Since we have multiple options to discuss, I’ll arrange for you to meet directly with the senior Manager, who has the final say in everything pricing.
We have an opening as early as (TIME) today, or would a later time work better for you?
Set on Vehicle:
• Here’s what I will do for you. Since we’ve found the perfect vehicle, I will arrange to have you meet directly with a senior manager.
After you’ve driven the vehicle, they can ensure we do everything possible to earn your business.
We have an opening as early as (TIME) today, or would a later time work better for you?
Potential Recommendations 3
Certified Pre Owned
Final Price:
• It sounds like you’ve done your homework and know what you want. So, here is what I’m going to do for you…I will arrange to have you meet directly with my Senior Manager when you arrive.
They are the final decision-makers and can ensure we do everything possible to earn your business.
We have an opening as early as (TIME) today, or would a later time work better for you?
Trade and Value
“How much do you think my current vehicle is worth?”
• There can be a tremendous variation in value from vehicle to vehicle - even the same year and model.
When was the last time you had your vehicle professionally appraised?
“Never Been Appraised”
• In that case, I will arrange a complimentary professional appraisal while you are here.
Would you consider selling it to us if we could give you what you wanted for it?
“Already Had Car Appraised”
• Then I’m sure you have some numbers in mind already. We want to provide a complimentary professional appraisal of your vehicle as well.
Being a 76-year-old, family-owned business, I am confident we can meet or exceed your expectations.
When, is the earliest?
“Am I better off selling it on my own?”
• With the time, effort, knowledge, and security it takes to list and sell your car on private markets, I suggest we provide a complimentary professional appraisal while you’re here. You can then choose the next step..
Would you consider selling it to us if we could offer you what you wanted?
..This begins with a complimentary professional appraisal, and if we can’t provide you with the figures you’re looking for, we wouldn’t expect you to sell it to us.
Fair enough?
Potential Recommendations 4
Trade & Value
Trade Trade-In
• Because you are considering selling your (MODEL), here’s what I will do for you. I will arrange to have you meet directly with our preowned Manager, (NAME), so he can provide a complimentary professional appraisal.
This way, you know the actual market value of your vehicle even if you don’t end up purchasing from us.
We have an opening as early as (TIME) today, or would a later time work better for you?
Final Price:
• It sounds like you’ve done your homework and know what you’re looking for, so here is what I will do for you…
I will arrange to have you meet directly with my Senior Manager when you arrive. He is the final decision maker and can provide the best possible price. This way, you’ll have peace of mind knowing you received our best and final offer.
We have an opening as early as (TIME) today, or would a later time work better for you?
Over Mileage:
• Since you are going over your mileage on your lease, and every additional mile adds to the total cost, I recommend you meet directly with my lease-end Manager, NAME.
They will gather the facts and discuss all your options in detail. You will have the information necessary to make a well-informed decision from here.
We have an opening as early as (TIME) today, or would a later time work better for you?
Overcoming Price Objections
• We wouldn’t expect you to do business with us if we can’t provide you with the numbers you want.
We are a 76-year-old, family-owned business and will consider any reasonable offer and rarely, if ever, lose a deal over price alone. We have an opening as early as…
• We are a 76-year-old, family-owned business, and the price is the easiest part of our job! Helping you find the vehicle that you want to own is what we’re committed to doing.
We rarely, if ever, lose deals over price alone. We have an opening as early as…
• If I were making a significant purchase totaling thousands of dollars, I would also be committed to achieving the best possible price.
We are a 76-year-old, family-owned business that will consider any reasonable offer, and that’s why you owe it to yourself to spend 15 minutes with the nation’s #1 Luxury Automotive Group. We have an opening as early as…
• I can understand why you’re concerned about the price. You are about to make a $ investment and want to make a well-informed decision.
We are a 76-year-old, family-owned business that wil consider any reasonable offer, and that’s why you owe it to yourself to spend 15 minutes with the nation’s #1 Luxury Automotive Group. We have an opening as early as…
“I already have pricing.”
• Great, bring those numbers with you. We are a 76-year-old, family-owned business, #1 in the Nation, and will consider any reasonable offer. You owe it to yourself to spend 15 minutes with us. When is the earliest?
Hold on Pre-owned Price:
• If you’ve been shopping around online for this (model), you’ve noticed that Fletcher Jones already offers Value-Based Pricing.
We pride ourselves on offering a transparent, hassle-free buying experience. It’s what our customers have come to expect. So here’s what I’m going to do for you…
If pushed on Pre-owned price:
• Each vehicle receives a thorough market evaluation, including an analysis of features, mileage, color, vehicle conditions, market availability, and history before it’s priced.
Once you’ve driven the car and are certain it’s a perfect fit, by all means, feel free to make another offer.
We are a 76-year-old, family-owned business, and we pride ourselves on offering a transparent, hassle-free buying experience.
It’s what our customers have come to expect. So here’s what I’m going to do for you…
Potential Recommendations
Overcoming Price Objections
Final Price:
It sounds like you’ve done your homework and know what you’re looking for, so here is what I will do for you…
I will arrange to have you meet directly with my Senior Manager when you arrive. He is the final decision maker and can provide the best possible price.
This way, you’ll have peace of mind knowing you received our best and final offer.
We have an opening as early as (TIME) today, or would a later time work better for you?
Financial Objections
“Monthly/Lease Payment”
• Regarding monthly payments, many variables are involved, such as down payment, interest rate, money factor, miles, credit, and ultimately the agreed-upon price of the vehicle you choose, in addition to your trade value.
We are a 76-year-old, family-owned business, #1 in the Nation, and more than happy to compete for your business.
“Down Payment”
• Clients are getting into the vehicles of their choice with little to no money down, and it is all customizable depending on your specific circumstances.
Are you more interested in a lower down payment or a lower monthly payment? (Pause)
Great, here’s what I’m going to do for you. I’ll arrange for you to meet with our Senior Manager, and we can review all your options when you arrive.
We are a 76-year-old, family-owned business, #1 in the Nation, and more than happy to compete for your business. So here’s what I’m going to do for you…
“Interest Rate/Money Factor”
• We work with every primary lender, credit union, and (BRAND) Financial. However, several variables are involved, such as your credit, the structure, and ultimately the vehicle you choose…
We are a 76-year-old, family-owned business, #1 in the Nation, and are more than happy to compete for your business. Best of all, we have the leverage and ability to customize any of the banking programs to fit your specific needs.
So here’s what I’m going to do for you…
“Manufacturer’s Estimated Payment”
• That payment is based on MSRP, which is the manufacturer’s suggested retail price of the vehicle, and only that.
Options, rates, trade, and final selling price will determine the actual payment.
We are a 76-year-old, family-owned business, #1 in the nation, and are more than happy to compete for your business. Best of all, we have the leverage and ability to customize a program to fit your specific needs.
So here’s what I’m going to do for you…
Potential Recommendations
Financial Objections
Financial Questions:
• Since you have so many detailed questions regarding Lease/Financing options, here is what I recommend.
I will arrange for you to meet directly with a senior Manager so they can provide you with all facts, any variables, and your specific options.
You can then decide which works best for you and your family.
We have an opening as early as (TIME) today, or would a later time work better for you?
Custom Order:
• As you know, this (MODEL) is currently available on a custom-order basis. So the quickest way to get this vehicle is to meet with a senior manager.
We can review your needs and availability and then place an order. This way, you can configure the (MODEL) exactly how you want and avoid paying for any features you don’t care about.
Remember, we’re a 76-year-old, family-owned business, the #1 Luxury Automotive Group in the US, and we will do everything possible to earn your business.
We have an opening as early as (TIME) today, or would a later time work better for you?
Lease Retention Objections
“Our lease isn’t due for another ____?
• If we can show you how to get out of your vehicle without any further obligations, would that be something you’d consider? When is the earliest?
“What is a Lease End Review?”
• A Lease End Review starts with a “complimentary professional appraisal of your vehicle.
We will then provide customized options to help you make a well-informed decision.
But, of course, that’s the same reason why you leased with Fletcher Jones in the first place.
“Why do I need to do this now?”
• There are several new and exciting programs for you to consider that could save you time and money.
But unfortunately, some of them have expiration dates, and we would hate to have you miss out on any of these opportunities.
“I’ve already spoken to my finance company.”
• That’s precisely why I’m calling! We have several new and exciting options that you may not be aware of, and we like to ensure that our customers receive the information they need to make well-informed decisions.
“I’m going to keep my current vehicle.”
• All the more reason for you to meet with our Leasing Manager!
They have unique financing options you might not have considered and can customize your offer using the latest loyalty incentives.
We should start with a complimentary professional appraisal of your vehicle.
What is the most convenient time for you to meet? Is daytime or evening better for you?
“I will wait until my lease ends.”
• We contact all our lease customers about 240 days before maturity to discuss lease-end processes and options.
We want to provide all the information you need to make a well-informed decision with the pressure of a last-minute decision.
This starts with a complimentary professional appraisal of your vehicle.
When is the earliest..?
