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:
"The shipping cost is too high"
What is an objection?
The number of commitments agents are expected to hit after 90 days
What is 20?
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 think about it"
What is a smokescreen?
This backend product can only be honored at a Lithia dealership
What is Lifetime Oil?
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?
The party responsible for paying the initial shipping fee if the vehicle is being returned during the 7-Day Money Back Guarantee
Who is the customer?
Lithia is the largest auto retailer, we have over 300 locations with over 50k vehicles, we offer a 7-Day Return, and the vehicle is delivered within 2-3 weeks
What is brand overview?
Where Lithia ranks on the Fortune 500 company list
What is 140?
What Disney calls the art of science of knowing and understanding customers
What is Guestology?
The 3 main factors that play a role in a credit-challenged buyer getting approved
What is down payment, co-buyer, and type of vehicle