Anticipation
What are the three grading components for anticipation?
- Investigative Questions
- Next Steps
- Assumptive Langauge
What are the three grading components for clarity?
- Clarification
- Website Mention
- Confidence
How can we create urgency on our calls?
- Going over the live showroom
- Mentioning the lock timer
What is passion (in regards to the principles)?
Showing excitement for our process, highlight perks, and speaking positively on our process to show why we are the better way to buy a car!
What is commitment (in regards to the principles)?
It is committing to the customer's account to see the issue through until the end and helping overcome any roadblocks!
Why is anticipation so important?
- Prevents future callbacks
- Leads the call forward
- One and Done approach
How can you remain confident in your talk-offs?
- Avoid filler words
- Speak clearly
- Use the hold button
What are the four grading components for Every Customer Matters?
- Right Party Contact
- Small Talk
- Urgency
- WMU
What are the three grading components for passion?
- Touting Benefits
- Advocate for Carvana
- Carvana Care
What are the three grading components for commitment?
- Ownership
- Overcoming Objections
- De-escalation
What are the pillars of effective questioning?
- Who
- What
- When
- Where
- How
What are the core components of our company that we should mention to someone who is new to our process?
- Online Process + Virtual Showroom
- Specialize in delivery
- 7DMBG
What should your opening/closing COVID talk-offs include?
Opening: We are working from home, might experience tech issues, and will callback if the call drops!
Closing: Operating hours and live chat!
Is the following talk-off touting benefits or advocating for Carvana?
"We are an online car dealer so our process is really easy!"
Advocating for Carvana
- Touting benefits is the feature + why it benefits the customer
What should you be using to set up callbacks?
Promise Keeper
What are some ways we can lead the call forward?
- Offering to take steps for the customer
- Sending links
- Setting up alerts, browsing vehicles, adding favorites
Why is it important to direct Partnership Leads back to our site?
This is important to ensure the customer sees the inventory on our website and is not confused by looking at other websites/showrooms.
When should you be clicking the We Messed Up button?
Anytime a customer experiences an issue or experiences dissatisfaction. When in doubt, click it!
What is the difference between a full Carvana Care enrichment and a breadcrumb?
Full enrichment: Going over Carvana Care entirely, pricing, what it covers, different options
Breadcrumb: Just mentioning small details, not too many specifics but sprinkling information about it
What are ways we can overcome a situation when a customer does not like their financing terms with us?
- Third-Party
- Paying in cash
- Waiting for terms to expire/try again
- Re-finance
Give me your best talk-offs for the next steps regarding a customer who is still browsing our inventory!
- Mention the get started button
- Go over the purchase steps
- Scheduling delivery
- Verification timeline
Why is confidence important when providing our talk-offs?
This ensures the customer will trust the information we provide and allows our talk-offs easier to understand!
What are some ways you can build small talk with the customer?
- Comment on the car they are looking at/bought
- Ask about how the weather is in their state
- Ask how their day is going
- Conversation regarding upcoming holidays
What are some talk-offs for touting benefits?
- The 7DMBG provides peace of mind so you feel confident in your purchase
- We are online so you can browse from the comfort of being at home
- The pricing is all upfront to show we are transparent and allow you to have that ease knowing what goes into the total price
What are some ways to resolve an escalation BEFORE using a TL/Promoter Line?