Phone to Appointment
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Transition Two (2) - from the phone to an appointment.
The customers have two main concerns when they connect with us before they show up:
Capture the customer info, qualify their wants and needs, set an appointment based on expanded selection, and LOCK IT IN with a strong confirmation.
Reflection and Discussion:
Have you ever taken a phone call that you felt was not really within your control? With that conversation in your mind, who was asking the questions?
Do you agree that the customers expect us to take control of the call?
Do you think it's better to ask the customer if they want to come in to see the vehicle, or to just assume that they do, and ask them when?
Do you agree that there may be more than one vehicle in stock that could work for most customers, and that having a good selection would be a unique value?
What's the most common objection you hear on the phone? Now ask yourself, when it first comes up, is it really a sincere objection, or just a reflex objection, or maybe even just a question you could bypass?
The customers have two main concerns when they connect with us before they show up:
- To make sure we know what we're doing
- To make sure their expectations will be met, so they can get a deal done and save time
Capture the customer info, qualify their wants and needs, set an appointment based on expanded selection, and LOCK IT IN with a strong confirmation.
Reflection and Discussion:
Have you ever taken a phone call that you felt was not really within your control? With that conversation in your mind, who was asking the questions?
Do you agree that the customers expect us to take control of the call?
Do you think it's better to ask the customer if they want to come in to see the vehicle, or to just assume that they do, and ask them when?
Do you agree that there may be more than one vehicle in stock that could work for most customers, and that having a good selection would be a unique value?
What's the most common objection you hear on the phone? Now ask yourself, when it first comes up, is it really a sincere objection, or just a reflex objection, or maybe even just a question you could bypass?