Welcome! This is your resources page.
Here you'll find everything you need to stay on track. All your scripts, call reviews, and coaching sessions are recorded here for your reference. If you have any questions please call 269-303-5229, or email me at benjamin@dealershiplife.org.
5/6/21
1:1 call with Nick discussing challenges with vehicle acquisition. Recent sign-up for VAN software will make this task easier. We reviewed a script and process for making these calls, as well as the need to break down the goals into smaller achievable units for the team. Focus on Contacts (back-and-forth dialogue), Offers (got enough info to run an offer), Appointments (either at the store to pick-up), and Acquisitions (bought the car).
Also briefly discussed a marketing strategy for vehicle acquisition, posted on the dealership's business page and boosted throughout the community to raise awareness of the opportunity.
1:1 call with Nick discussing challenges with vehicle acquisition. Recent sign-up for VAN software will make this task easier. We reviewed a script and process for making these calls, as well as the need to break down the goals into smaller achievable units for the team. Focus on Contacts (back-and-forth dialogue), Offers (got enough info to run an offer), Appointments (either at the store to pick-up), and Acquisitions (bought the car).
Also briefly discussed a marketing strategy for vehicle acquisition, posted on the dealership's business page and boosted throughout the community to raise awareness of the opportunity.
4/29/21
Team call discussing private party acquisitions. Focus on connecting with as many people as possible. Start the conversation with a question about the vehicle, then explain the process and run an offer. Present a range for an appointment, and go to a specific value if required to pick up the vehicle. FOLLOW UP IS VERY IMPORTANT when working to acquire these vehicles, as consumer pain increases with time during the process of attempting to sell their vehicle. Stay friendly and upbeat. If it's a "no," let them go easy and follow up in a few days.
Threw down the challenge! Who can get the first acquisition?? How many can you get before next week??
Team call discussing private party acquisitions. Focus on connecting with as many people as possible. Start the conversation with a question about the vehicle, then explain the process and run an offer. Present a range for an appointment, and go to a specific value if required to pick up the vehicle. FOLLOW UP IS VERY IMPORTANT when working to acquire these vehicles, as consumer pain increases with time during the process of attempting to sell their vehicle. Stay friendly and upbeat. If it's a "no," let them go easy and follow up in a few days.
Threw down the challenge! Who can get the first acquisition?? How many can you get before next week??
4/22/21
Reviewed one of Nick's inbound calls with the team. Excellent first half involving qualifying and checking. Good discussion on the second half - the prospect is coming from three hours away and will confirm with their bank on the approval before heading out. Need to focus on getting a solid appointment attempt before discussing additional details, and then roll right into the additional details if you get a no on the appointment. Transition to remote deal strategies.
Also discussed inventory shortages and possible solutions including partnership with VAN and training to maximize the benefit. Ben to put together a plan and review with Nick next week.
Reviewed one of Nick's inbound calls with the team. Excellent first half involving qualifying and checking. Good discussion on the second half - the prospect is coming from three hours away and will confirm with their bank on the approval before heading out. Need to focus on getting a solid appointment attempt before discussing additional details, and then roll right into the additional details if you get a no on the appointment. Transition to remote deal strategies.
Also discussed inventory shortages and possible solutions including partnership with VAN and training to maximize the benefit. Ben to put together a plan and review with Nick next week.
4/15/21
Team call - discussed some recent unsold deals and how to follow up effectively. When following up, a lack of response from the prospect doesn't mean they're rejecting you, telling you no, or being annoyed by you. It simply means they're not ready yet. Your challenge is to continue providing relevant, meaningful information via your follow up. This shows that you care. The customers have a right to be pursued.
Also briefly discussed hiring strategies with Nick and how to source another salesperson to help maximize every opportunity.
Team call - discussed some recent unsold deals and how to follow up effectively. When following up, a lack of response from the prospect doesn't mean they're rejecting you, telling you no, or being annoyed by you. It simply means they're not ready yet. Your challenge is to continue providing relevant, meaningful information via your follow up. This shows that you care. The customers have a right to be pursued.
Also briefly discussed hiring strategies with Nick and how to source another salesperson to help maximize every opportunity.
4/8/21
Team call discussing call reviews. The common theme has been lack of qualifying up front. It's vitally important to qualify in the front half of the call in order to be able to set an appointment based on selection or, in the case of long-distance prospects, pivot to a value proposition based on the prospect's hot buttons. Keep up the good work team!
Team call discussing call reviews. The common theme has been lack of qualifying up front. It's vitally important to qualify in the front half of the call in order to be able to set an appointment based on selection or, in the case of long-distance prospects, pivot to a value proposition based on the prospect's hot buttons. Keep up the good work team!
4/7/21 Call Reviews
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Phone Scorecard - Casey
Score: 5/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N Captured customer name and used it - Y Captured customer phone # - Y Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - N Set specific appointment - N |
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Phone Scorecard - Nick
Score: 5/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N Captured customer name and used it - Y Captured customer phone # - N Attempted to set appointment - Y Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - N Set specific appointment - N |
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Phone Scorecard - Nick
Score: 6/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N Captured customer name and used it - Y Captured customer phone # - Y Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - N |
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Phone Scorecard - Troy
Score: 7/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N Captured customer name and used it - Y Captured customer phone # - Y Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - Y Excellent tonality throughout (slightly above customer) - Y Set specific appointment - N |
4/1/2021
Team call continuing the discussion of referrals. The challenge isn't in mentioning, but in asking. Take the pressure off by saying things like, "if you can't think of anyone, no problem!" Or "If you're not comfortable calling them right now, that's fine!" Taking the pressure off like this helps it feel better and actually causes the customer to engage even more. The challenge this week, from Troy and Nick, is to ask on 100% of sales. We'll discuss challenges and successes next week.
Team call continuing the discussion of referrals. The challenge isn't in mentioning, but in asking. Take the pressure off by saying things like, "if you can't think of anyone, no problem!" Or "If you're not comfortable calling them right now, that's fine!" Taking the pressure off like this helps it feel better and actually causes the customer to engage even more. The challenge this week, from Troy and Nick, is to ask on 100% of sales. We'll discuss challenges and successes next week.
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3/25/21
Team call - discussing referral strategy. When to ask, and how. Brief summary:
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3/18/21
Team call - continued the discussion of the Law of the Line, how to leverage it into the phone process. Nick requested some advice and process for leveraging referrals. We'll be working on that next week!
Team call - continued the discussion of the Law of the Line, how to leverage it into the phone process. Nick requested some advice and process for leveraging referrals. We'll be working on that next week!
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3/11/21
Team call. Began the discussion of remote deals - how the salesperson is a relevant and crucial part of these transactions, and how to give the prospect what they want while still leading them across the goal line. We were interrupted by ups! So here's the conclusion to the conversation. More to come! |
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3/10 Call Review
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Phone Scorecard - Casey
Score: 5/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N (after the hold) Captured customer name and used it - Y (at the end) Captured customer phone # - Y Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - N Set specific appointment - N |
3/2/21
Call Reviews:
Call Reviews:
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Phone Scorecard - Casey
Score: 9/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - Y Captured customer name and used it - Y Captured customer phone # - Y Attempted to set appointment - Y Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - Y |
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Phone Scorecard - Casey
Score: 8/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - Y Captured customer name and used it - Y Captured customer phone # - Y Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - Y |
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It's still possible to score 10/10 on this call! Use the script. You can do it. I know it's challenging.
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Phone Scorecard - Casey
Score: 3/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - N Qualified customer’s needs - N Captured customer name and used it - N Captured customer phone # - N Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - N |
3/4/21
45 minute team call discussing tonality and its use in communication. Not just on the phone, but everywhere. HOW we say what we say, often matters even more than WHAT we say. We have to get the words right, buts it's our tonality that makes the message sink in on an emotional level. We reviewed the ten core tonalities of influence, and how their role in the phone scripts.
Wrapped up with a conversation about social media, personal branding, and time management. All great topics to dive in deeper with in future sessions!
45 minute team call discussing tonality and its use in communication. Not just on the phone, but everywhere. HOW we say what we say, often matters even more than WHAT we say. We have to get the words right, buts it's our tonality that makes the message sink in on an emotional level. We reviewed the ten core tonalities of influence, and how their role in the phone scripts.
Wrapped up with a conversation about social media, personal branding, and time management. All great topics to dive in deeper with in future sessions!
3-1-21
Call reviews from available recordings:
Call reviews from available recordings:
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Phone Scorecard - Nick
Score: 7/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - Y Captured customer name and used it - Y Captured customer phone # - Y Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - N |
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Phone Scorecard - Casey
Score: 6/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N Captured customer name and used it - Y Captured customer phone # - N Attempted to set appointment - Y Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - N |
Casey - I want to give you a little extra encouragement on this one! Be confident. The prospect wants to beat you up and de-value the vehicle so it seems to you like the only way he would buy it is with a big discount. Don't let him do it! Stay positive, stay confident. There's no need to apologize or not be 100% confident in your certified piece of inventory. He's calling because he wants. This call is an example of what happens when you, as the salesperson, do not lead the conversation. You GOT THIS. Remember, you can still get 10/10 on the scorecard even if you don't set an appointment.
2-26-21
45-minute team call. Focused on distractions, and how to get back to the process when the prospect wants to pull away. The team was struggling with some negativity regarding a process, asked advice on how to get your head back in the game. Discussed the concept of flow - and how to increase focus and productivity by getting immersing yourself briefly in things you love. Also briefly recapped the 5 Pillars of the sale and encouraged the team to call through all unsold traffic from the month to shake some deals loose.
45-minute team call. Focused on distractions, and how to get back to the process when the prospect wants to pull away. The team was struggling with some negativity regarding a process, asked advice on how to get your head back in the game. Discussed the concept of flow - and how to increase focus and productivity by getting immersing yourself briefly in things you love. Also briefly recapped the 5 Pillars of the sale and encouraged the team to call through all unsold traffic from the month to shake some deals loose.
2-18-21
45-minute team call reviewing successes and challenges. How to sound natural while staying on process.
45-minute team call reviewing successes and challenges. How to sound natural while staying on process.
2-11-21
45-minute recap call with the team. Focused on price and trade objections over the phone. Especially with trades, if we GIVE A NUMBER, it's mostly going to be too low. Somebody in the marketplace is willing to overpromise and under-deliver. The key is to build a little trust and confidence with the prospect that we'll treat them fairly, be in the competitive range, and that if anyone around can give them the highest trade value, it'll be us. Not saying we'll never have to put a number on a trade sight-unseen, but we're going to optimize our odds of success by using the trade script process before getting to that point.
Thank you to Troy for dusting off the tough call from yesterday and staying committed to the process. Keep rockin' it team!
45-minute recap call with the team. Focused on price and trade objections over the phone. Especially with trades, if we GIVE A NUMBER, it's mostly going to be too low. Somebody in the marketplace is willing to overpromise and under-deliver. The key is to build a little trust and confidence with the prospect that we'll treat them fairly, be in the competitive range, and that if anyone around can give them the highest trade value, it'll be us. Not saying we'll never have to put a number on a trade sight-unseen, but we're going to optimize our odds of success by using the trade script process before getting to that point.
Thank you to Troy for dusting off the tough call from yesterday and staying committed to the process. Keep rockin' it team!
2-10-21
Call review for Troy on a Jeep Compass. Really interesting questions to ask here. Take a listen:
Call review for Troy on a Jeep Compass. Really interesting questions to ask here. Take a listen:
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Phone Scorecard - Troy
Score: 4/10 Enthusiastic Greeting - Y Provided his/her name - Y Took the lead, did not answer 1st question(s) - Y Qualified customer’s needs - N Captured customer name and used it - N Captured customer phone # - N Attempted to set appointment - N Had customer write down appt and/or contact info - N Provided directions - N Excellent tonality throughout (slightly above customer) - Y Set specific appointment - N |
2/5/21
Thank you to the whole team for a great kickstart! Congratulations to Casey (hope I spelled that right) for setting the first appointment using the new process! We were in the middle of live training when the phone rang; she answered, delivered perfectly on the call, and set an appointment!
We'll begin the process of reviewing calls next week. Nick is in charge of setting up a contest based on appointments set. Remember to turn in those up cards and ring the bell for every appointment set!
Thank you to the whole team for a great kickstart! Congratulations to Casey (hope I spelled that right) for setting the first appointment using the new process! We were in the middle of live training when the phone rang; she answered, delivered perfectly on the call, and set an appointment!
We'll begin the process of reviewing calls next week. Nick is in charge of setting up a contest based on appointments set. Remember to turn in those up cards and ring the bell for every appointment set!
Scripts:
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