Sales - Discovery
What four items are required to create a CI?
Full Name, Store, Phone Number and Email
Customer is asking if stock number 27452075 is available. What Progression step are you going to?
Sales - Vehicle Inquiry / Availability
o Conduct Warm Transfer to Core Sales CXC
▪ Share discovered information: Name, vehicle preferences, types of vehicles they’re interested in, etc.
Todd Burger, tburger32@gmail.com, Store 7295
Looking for Ryan, sales consultant from 4 years ago.
Confirm CI - Name, Number, Email, Store
Vehicle of interest (Business or Personal)
Trade-in Owned, Financed, or Leased
Conduct Warm Transfer to Core Sales CXC
Does a customer need to have a stock number?
No! We will take Make, Model, or that cute white car I saw on the front lot.
Looking to hold a vehicle of interest. Who do you transfer the call to?
CXC Sales Consultant
Brian, 9134336677, Store #6098
No Stock Number
Trading 2019 Dodge Challenger - ICO completed
What Discovery information do you need to collect still?
Last Name, Email
Type of Vehicle of interest
Business or Personal
Leased, Owned, or Financed
How would you ask a customer if their vehicle is for a fleet?
Are you using the vehicle for Business?
Will your next vehicle be a personal vehicle?
What are you expected to share when transferring to a Sales Consultant?
Share discovered information; Name, vehicle preferences, types of vehicles they’re interested in, etc.
Melissa Jones, 8887221233
Interested in Pre-Qualification
Has Trade-in with Title in hand
What information needs to be discovered and what is the progression?
Email, Store
Vehicles of interest (Business or Personal)
Year, Make, Model of Trade-in
Conduct Warm Transfer to Core Sales CXC
Do you need to ask if the customer has a trade-in if they are only interested in talking about a pre-qualification?
Yes! We ask about a trade-in for all sales call
After completing Sales Discovery, the customer let you know they are purchasing for a Business and might want to purchase 20 vehicles over the next 6 months.
What Sales Progression section are you going to?
Sales - Fleet or Business
Bonus - What are the Fleet Sales Hours?
4th of July
CI - Jane Ross, 4808675309, Store 7653
Transfer - Arrived at store
Are you open today?
What information needs to be collected?
CI - Email
o Review the Salesforce Open Orders screen
o Confirm the correct vehicle
o Review Vehicle Current Status (Preparing to Ship, In-Transit, Arrive at Store)
o Provide the current update and Store Hours
Put it all together: What are the required pieces of information to gather to get credit for Sales Discovery per the process guide.
Create a full CI = Name, Number, Email, Store
Vehicle or type of vehicle they are interested in.
Trade-in (Leased, owned, or financed)
Business vehicle?
CI notes
Customer transferred a vehicle and is looking for an update. What progression steps should you take?
Confirm Customer’s Full Name and Email Address
▪ Locate their CI in Salesforce
o Review the Salesforce Open Orders screen
o Confirm the correct vehicle
o Review Vehicle Current Status (Preparing to Ship, In-Transit, Arrive at Store)
o Provide the current update.
Wants to sell a vehicle.
Has never purchased a vehicle from CarMax.
What information do you need to collect?
Full Name, Number, Email, Store Number
Vehicle of interest
Business or Personal
Mentioned a vehicle you want to sell - Year, Make, Model (Leased, Owned, Financed)