Models
CX-5
Mazda
AR
Arkansas
When a customer objects while we open a call what are the 3 steps we are supposed to do?
Acknowledge
Deflect
Move Forward
If a customers says they have a 2008 ram 1500, what make would you put in?
Dodge
What is our call back number?
We do NOT have a call back #
When you are going to be late where do you contact and when?
1 hour before shift through the text out number
(732) 234-9970
Passport
Honda
MI
Michigan
What is the 2 most important parts of the first 10-15 seconds of the call
1. Tonality
2. Confidence
If a customers says they have a 2015 ram 2500, what make would you put in?
RAM
If you miss a punch, what should you do first?
#1 - Use missed punch to fix it
#1 - then tell management as FYI
If it is not a regular break or lunch time and you need to step out, what should you do ?
Tell management. Not go MIA
Telluride
Kia
AZ
Arizona
What should you NEVER do after the first objection?
What should you NEVER do after the first objection?
Example: "okay, have a great day"
What is the Mile and year qualifications for the system you work in.
Inline - 250,000 / 20 years
M2M - 250,000 / 2000
When flipping the customer, what are the 3 scenarios they should be flipped over as? Give them in order.
Conviced
Concerned
Confused
If you are struggling, what should you do?
1. Be accountable
2. Ask for help or coaching
3. Apply it when given.
NOT - freak out, become negative, quit, throw a tantrum etc
Envoy
GMC
AL
Alabama
Customer says “I already have coverage. So what are you calling me?”
Agent says __________________________
Agent Does ________________
Thats a great question. I am only seeing a powertrain coverage, that covers 5% of your vehicle. We are calling about the comprehensive coverage. It looks like you opened a loan on __________ and the loans companies recommend staying coverd.
(move forward)
If customer gives new address, where do we update this in? Which system?
CRM, NOT dialer.
What are the two qualifying questions that must be asked and why?
Salvaged - because we do not cover salvaged titles and this would disqualify them
Pre-existing - Depending on repair customer may not qualify OR closer needs to know for surcharge
Lose of bonus
WRX
Subaru
MA
Massachusetts
Customer refuses vehicle info. What do you do after you tried the model tactic?
Keep moving, build rapport, circle back later
When entering mileage in the system, what should it not end with?
000. Always change the last number or 2. EXAMPLE: 58,022
What is our job as a J/C
Get vehicle info, To qualify customer, and create urgency.
What question could you ask to show you are taking accountability for your production?
1. What can i improve
2. I need help, can have additional training
3. Yes, I did mess up, how can I fix it?
NOT
1. The dialer sucks
2. Leads suck
3. Closers Suck
QX50
Infiniti
What are our no sell states for BOTH systems
California, Alaska, Washington, Missouri,
What are objections equal to?
Excuses
What are our no sell states for BOTH systems
California, Alaska, Washington, Missouri,
Confidence beats what?
Exact words of Script ( Tonality > script)
Company policies exist to create what?
Structure, fairness, and accountability
Envision
Buick
MT
Montana
Customer says: "How did you get my information?"
Agent says : ___________________________
Agent does after: ____________
Thats a great question. How we factor in the equation, is we work hand in hand with finance companies and loan companies. It looks like you opened a loan on ____ (date) and its looking like the fiannce company is remaining you stay protected and we are the enrollment department that handles that...... (move forward)
If you are in M2M and you have a no sell m2m state, what do you do when sending to closer?
Silence creates ______.
Objections
What can you never do on your cell phone while on the clock?
1. Taking pictures of computer screens
2. taking down customer info in your cell
3. Social media
4. "scrolling"