Personality Types
A customer that asks a lot of detailed questions
What is Compliant?
Asking open-ended questions, finding common ground, and establishing a relationship with the customer
What is building rapport?
The program used to have customers verify their identity
What is Vouched?
What category does the following statement fall under:
"I don't want to pay a shipping fee."
What is an objection?
The document that needs to be collected when a customer's phone number is not registered in their name in the Vouched report
A copy of their phone bill
A customer in a hurry and wants to talk as little as possible
What is Dominant?
Needs to be said at the beginning of every call in order to stay within compliance
What is a recorded line?
The program used to verify the condition of a trade-in vehicle
What is PAVE?
What category does the following statement fall under:
"I need to speak with my spouse first"
What is a smokescreen?
This backend product can only be honored at a Lithia dealership
What is Lifetime Oil?
A customer that talks at a faster pace, louder tone, but with enthusiasm but is more casual and friendly
What is Influential?
Verify legal name, application details (income, time on job, residency,) asking about cash down and co-buyer, manage expectations for a credit rehash
What is needs analysis?
The program we use to communicate with and view customer's profiles
What is FreewayCRM?
Name the 4 steps to follow when overcoming an objection
What is acknowledge, identify, isolate, and overcome
Name the 4 things we collect from every customer regardless of how they are purchasing
Drivers license, current vehicle insurance, Vouched (ID verification), $500 deposit
A customer that works at a slower pace. They typically don't make decisions quickly due to their need for stability and resistance to change. They seek the approval of others
What is Steady?
This is when we are reviewing the proposal with the customer and getting the "I agree," reminding the customer vehicles are first come first serve, collecting the remaining documents and collecting the $500 deposit
What is asking for the sale/ creating urgency?
The program where we view all credit applications and decisions
What is RouteOne?
Overcome this objection following all the correct steps:
I can't wait that long for shipping.
I understand needing a vehicle sooner rather than later is very important. If I were making a big purchase I would also want to make sure I am getting it as quickly as possible. You do have some control in how soon your vehicle gets delivered. Sign your e-contracts as quickly as possible and when the DMV paperwork arrives make sure to sign and send it back same time. So let's go ahead and get the rest of your documents uploaded now so we can get this process started ASAP.
List the sales process start to finish (department handoffs)
1. Retail Team
2. Sales manager
3. Dealership
4. Contracting Team
5. DMV Team
6. Dispatch
7. 7-day/ 400 mile MBG
8. DMV- Finalize registration
What Disney calls the art of science of knowing and understanding customers
What is Guestology?
Name all the key points that need to be covered when discussing brand overview
What is Lithia is the largest retailer, over 300 locations, 50k vehicles, 7-Day Return policy, 2-3 weeks for delivery
The appraisal program we use for trade vehicles
What is vAuto?
Overcome the following objection:
"I don't think I'm comfortable purchasing a vehicle online."
What is:
I completely understand, purchasing a vehicle online is new for everyone. But the good news is you are purchasing from Lithia Motors, the largest automotive group in the nation. And even better, you will be receiving a money back guarantee to ensure the vehicle is the perfect fit for you. I'm going to send you the link right now to get your documents uploaded so we can get the process moving forward.
List the 4 things our Extended Warranty covers
What is repair costs, labor, emergency roadside assistance, and rental car reimbursements