Inbound Call Guide
"You don't have to buy this today, do you?"
What is the plate of the sandwich?
An executive who has overall responsibility for managing both the revenue and cost elements of a store. The main person in charge of the dealership.
What is a "GM" or general manager
One (or more) words that, when used, completely negates everything before it. (Most often a 'negative' word.)
What is "but" or "however"
We have this amount of time to reach out/call to a customer when they send in a fresh internet lead.
What is under 5 minutes? (Under 10 for email)
With your permission, I'd like to ask a few questions to make sure we're talking about the same vehicle, would that be okay?
What is "P.A.C."?
This type of warranty covers (almost) everything between your vehicle's front and back bumpers, meaning if your engine quits or oil starts leaking, you can take the car in for repairs at no charge.
What is bumper to bumper warranty?
This type of lead goes out to 3 stores in total. Our store, and 2 other ones.
What is TrueCar?
Asking a relevant question in the process of answering the customer's question, thereby altering their thought process.
What is a pattern interrupt?
The amount of unique outbound calls you should strive to make each day.
What is 65?
The top piece of bread of the question sandwich.
What is "How familiar are you with the (vehicle)?"
This warranty covers the parts of a car that provide power and make it move. Typically that involves the engine, transmission and drivetrain.
What is powertrain warranty?
A lead source that the customer accesses from our store website to get a value on their vehicle.
What is TradePending?
We do this to control the conversation with the customer.
What is asking questions?
What is read the lead?
The definition of this word means "having access to..."
What is "available?"
The person responsible for the supervision and handling of the financial matters within the dealership. Also completes all of the final paperwork and has a direct relationship with the bank(s).
What is a finance manager?
A lead source that shows us a conversation between a online chat-representative (from our website) and the customer.
What is Gubagoo?
We do this to make emotional deposits and build rapport. Most commonly used in email replies.
What is a pace/lead? (Or pace/pace/pace lead)
The most important steps after receiving a fresh internet lead.
What is
1. Read the lead
2. Stop the clock/tell the team you've got it
3. Call
4. Text
5. Email
6. Call (double tap)
This is the P.A.C. of the inbound call guide.
What is "With your permission, I'd like to ask you a few questions, that way we can make sure we're talking about the same vehicle, is that okay?"
We set up customers to ask for this person at the dealership when the arrive, so that they get a true 'VIP' experience.
What is the sales manager?
This website sends us leads and makes the customer's email anonymous. We're able to email them 5 times before we're blocked.
What is CarGurus?
A word we try not to use when describing a customer's current vehicle.
What is trade?
What is "That's a great question..." or "No problem..."