Unsold Showroom Traffic Guide Flashcards
First Discovery
Ask exploratory questions and Identify Who, What, Where, When, and Why
Then Recommend Solutions: Provide a problem-solving plan of action
[ Box 1 ]
Greeting
This isn’t a sales call but rather a curious customer experience inquiry
May I speak with (GUEST), please? Hello, my name is (NAME), and I’m calling from (STORE).
The General Manager (NAME asked that I follow up with you and ensure we met or exceeded your expectations during
your visit.
I have a couple of quick questions, and whether it’s an area of improvement or a place where we excelled, I welcome your open feedback.
[ Box 2 ]
Discovery
Identify areas of opportunity within the guest’s sales experience
Was this your first visit to a
Fletcher Jones
Center?
Did we have a vehicle that met your needs?
Were you offered the opportunity to test drive? How was the experience?
Did we review pricing and financing options with you?
Was a Sales Manager able to personally review pricing for you?
Has your salesperson
followed up with you since?
Did you have a vehicle you were considering trading in or selling?
Did we provide a professional appraisal of your vehicle?
Was there anything specific that prevented you from taking delivery of the vehicle?
[ Box 3 ]
Established Reasons for a 2nd Visit:
We should have discovered several
•The car is still available
•Test Drive
•Review financial options
•Meet with a senior manager
•Meet another salesperson
•Provide appraisal
•Custom order
•Locate/ Trade for a car
•Overcome objection
•Re-evaluate the trade
•Re-evaluate the deal
•Re-evaluate the finances
[ Box 4 ]
Sell the Appointment
Reason for it, Benefit of it, and Value behind it
Given the following, here is what I want to do for you.
Because you mentioned [REASONS], I’d like to arrange for you to meet directly with a Senior Sales Manager.
This way, you can [Re-ITERATE BENEFITS], and we can both be confident that we’ve done everything possible and you’ve been provided 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 5 ]
Confirm the Appointment
Validate our action plan and 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 to earn your business and look forward to your visit.
