What is the proper response?
What is the proper response to a customer asking for vehicle pricing?
I will be more than happy to get you in touch with the Event Manager. He handles all of the pricing. I schedule appts for him and would be happy to do that for you through here! Is there any other information I can get for you?
I'm currently in Chapter 13 bankruptcy, but I do have a letter from my trustee. Can you help?
Appointment.
Can you guarantee I'll be approved?
We can't guarantee approval, but we've brought in several lenders for this event to help customers in a variety of situations. Being here gives you the best leverage, as it allows our team to present your information to multiple lenders and explore every available option.
When we get the new lead notification how soon do we want to respond?
5 minutes or less.
What is the proper response if a customer owes money on their vehicle?
You can trade even if you still owe! We will take care of your current balance on your vehicle and then offer you a really Big Offer on top of it! What are you going to be replacing?
I want you to guarantee I'll get $4,000 over Kelley Blue Book for my trade? If it's not guaranteed, this is a scam. I have a 2020 Dodge Durango with 50,000 miles.
Prospect Lead. We can't guarantee anything.
After a customer provides a day and time they can come in, what information should you gather next?
A valid phone number, email address, full name, trade in information, and the vehicle they are interested in.
What closing percentage do we need to be at?
Ideally 15% +
A customer says, 'I have no money down and no vehicle to trade in.' How would you respond in this scenario?
We have several programs available with zero down payment options. Plus, a trade-in isn't required to take advantage of this event. What day this week works best for you to stop by and claim your voucher?
I have a 2013 Kia Forte that I still owe $15,000 on. I've had a previous repossession, but I do have a co signer and $500 available for a down payment.
Appointment.
What is the income requirement to get approved for a vehicle?
Most lenders look for at least $1,800 to $2,000 per month in provable income. Pay stubs and bank statements as form of provable income. Cash is not a form of provable income.
A customer responds, "I'm just looking." What should your next objective be?
Ask a question to learn more about their needs and keep the conversation going.
A customer says, "I have bad credit. My score is under 550." How should you respond in this situation?
Do you have any money available for a down payment or a potential co-signer? Do you currently have a vehicle to trade in? Also, can you tell me approximately how much you earn each month?
I don't have a trade in, my credit score is 575, I don't have a co signer, and I don't have any money down.
Appointment.
Can the voucher be claimed without coming into the dealership?
No, the voucher is claimed on site at the dealership.
What separates a great BDC agent from an average one when working new leads?
Speed, consistency, personalization, and the ability to create appointments from conversations.
A customer says, "I have a 500 credit score, a previous repossession, no money down, and a 2020 Ford Fusion that I still owe $20,000 on." What is the proper response?
Let's get you started with a pre approval application. Can you please provide your full name, email address, and phone number? I'll send you the application link, and a member of my team will reach out once it's been submitted.
I only make about $1,200 a month. I don't have a trade in or any money down, and I may have a co signer, but I'm not sure.
Prospect Lead.
A customer asks if a specific vehicle is available on the lot. What should you do?
Check the dealership's website to see if the vehicle is available. If it's not in stock, ask the customer if they would be open to similar options.
Avoid simply sending a link to the inventory page. Doing so often ends the conversation and reduces the chances of getting a response.