GREETING
Starting strong and taking direction.
Starting strong and taking direction.
A great phone-up opening should accomplish these 3 things.
Warm greeting → Exchange names → Create direction
We know WHAT vehicle they want. What’s one thing we still need?
WHY they’re shopping.
Opening options means doing THIS if we don't have something
Learning where flexibility exists, plus positively explaining what we can do, and making it simple for them to work with us.
Caller asks about the condition of a pre-owned vehicle. and wants more photos. What do we do FIRST?
Answer the question and ask questions.
Don’t dodge their question just to run our process.
Great discovery needs THIS, or it becomes endless questioning.
A destination / next step.- LUCKY 7 ROAD MAP
Don't miss stops along the way :)
Why don’t we simply open with our name and then say “How can I help you" or a similar open-ended question?
It immediately gives the caller all the freedom to throw anything at you and control the conversation that makes it much harder for you.
“Do you still have that F-150 or Tundra?” You confirm YES. What’s a strong next move?
Learn what caught their eye. Why is this important?
(current vehicle, why in the market, situation, etc)
The caller wants NEW, and we have it. What other option might we appropriately explore as well?
Late-model pre-owned, similar vehicle based on what is most important to them.
What’s your best price?” What’s the biggest danger we can quickly fall into?
Allowing price to become the entire conversation.
You know what matters, and two vehicles fit. What should you do?
Recommend / guide.
Caller: “Hi, I’m Mike. I’m calling about that red 2023 used truck."... What should you NOT ask next?
“New or pre-owned?”
Mike already gave us:
Name ✓
Pre-owned ✓
Vehicle ✓
DON’T REPEAT INFORMATION. USE INFORMATION.
Caller wants AWD, good MPG, leather, a moonroof, a late model under 30,000 miles, and cargo room. What might be helpful to determine?
What’s most important? (Their priority.)
All the features aren’t necessarily equal priorities. WANT, NEED, DEAL BREAKERS, and WHY?
We don’t have the exact vehicle they called on. Before reading from our used vehicle list or simply offering alternatives, what might be helpful to learn and verify first?
What matters most about the exact vehicle.
“What’s my trade worth before I come in?” What’s our opportunity here?
Learn about the trade and what’s behind the request.
Don’t immediately turn it into a conversation about what we can’t do.
Shopper: “Maybe I’ll stop in Saturday.” What’s our opportunity?
Create appointment value and establish a time. Give them a reason why meeting you at a specific time benefits them.
Mike already gave you his name and said 2023 red truck right away on the call. Where could you take the conversation next?
Acknowledge it and open/expand the conversation.
Caller: “I’m just researching.” What’s missing?
What “researching” means and their actual timing.
Don’t assume it's not a today shopper
“No. I ONLY want the specific color, make, model, trim, and I want it now.” What’s your next move?
Understand WHY those specifics are must-haves.
Don’t challenge the position. Understand it.
“I’m 2 hours away. I’m not coming unless it’s worth it.” What might they need MORE of? Also, what is a proactive question that is always good to ask callers early in the call?
Certainty. (Distance increases perceived risk. Reduce uncertainty.)
Where are they calling from - local to us, or are they out of the area?
You just had a great call, but they won’t visit today. What should we still establish before we hang up?
Obtain full contact info for the caller and create a clear next step. (Offer value and create a meaningful reason to reconnect.)
SHOW US TAKE THE CALL: “Hi, this is Sarah. I’m calling to see if you have any new (X) available on the lot?” You don't... Your Move...
You should naturally use what Sarah gave you and take direction. Example:
"Excellent choice! I’m here to make this easy for you! You picked a great time to call; my inventory feed is just refreshing. It will be just a second. “As I confirm availability and check options for you, out of curiosity, what led you to the vehicle?" (or "What’s got you most interested in the vehicle?") "Do you own one now, or something different?" Then continue into discovery. OR "Are you focused specifically on new, or would you be open to a similar late-model pre-owned option as well?” Then continue into discovery.
SHOW US - TAKE THE CALL: “I’m looking for a RAV4 Hybrid. What do you have?”
The salesperson should avoid inventory dumping and learn enough to narrow the search.
Why they’re shopping, what’s important, timing, and relevant vehicle preferences
SHOW ME TAKE THE CALL: “If you don’t have a new Blueprint RAV4 Hybrid XLE or a new Red XLT Ranger in v6 (that’s okay. I’ll keep calling around”
Tips - needs to keep the shopper engaged and explore what’s most important without randomly pitching another vehicle.
Acknowledge → Understand priorities → Open an appropriate path → Reason to stay connected.
SHOW US! TAKE THE CALL.
“Look, I’m three hours away. Before I come there, I need your best price, AND I need to know what you’re giving me for my trade.”
Acknowledge the questions. Do not fight the shopper. Do not immediately give up direction. Learn what’s behind the requests. Create certainty. Move the conversation in the next best direction. Where are you at in your roadmap?
ANSWER → ORIENT → GUIDE
ANSWER: Address what the shopper asked.
ORIENT: What do we know? What’s missing?
GUIDE: Take the next best direction.
SHOW US TAKE THE CALL: “Thanks for the information. I’m going to keep looking, and I’ll call you if I need anything.”
The rep needs to keep the relationship alive and establish a clear next step without pressuring the shopper.
Reason to stay connected → Contact information → Value in reconnecting → Specific next step.