Call Opening
What are the 3 steps of a Proficient call opening?
1. Great the customer
2. Identify or state the purpose of the call
3. Give credit for the work the customer has done before transitioning to Discovery
What 3 steps makes up a proficient Discovery?
1. Discover key information by asking situational questions
2. Probe for additional information, as need
3. Capture Discovery information in the Salesforce
What are the 3 objectives to Progression?
1. Make the right Customer-tailored Recommendation (CTR) for the best next step(s)
2. Use all applicable progression techniques to overcome hesitations
3. Guide the customer to the furthest progressed next(s)
What are the 3 steps to a proficient call closing?
1. Prepare the customer for what happens next
2. Capture accurate information in the applicable CarMax systems
3. Provide a clear wrap up to end the call
Which E is effected by progression?
Effectiveness-Miles
What are the compliance components of the Call Opening?
1. Outbound Call Disclosure
2. Confirm customers identity before transitioning to discovery
Where/how do you start discovery in Sales Force?
At the top left under Einstein
What are some examples of a successful CTR?
-Based on the features you are looking for on your new car and your timeframe, I recommend we go shop online together right now.
-The great news is that we have a Telluride on the lot with less than 10K miles. Based on that I’d recommend setting up a test drive for you.
-Based on your need for a larger SUV with room for your family and leather seats I recommend the year/make/model
-This vehicle has all of the features that you want and could be within your budget. I recommend we submit a credit application to see what finance options may be available to you.
What are some examples of possible next steps?
-High level recap what was accomplished
-Next communication (for example text, email)
-If applicable, warm transfer to the store
-How to prepare for an appointment
-If applicable, set follow up appointment
Where do you find the Vital Call Behaviors Tip Guides?
"While I begin the vehicle transfer process, I’d like to ask you some questions to ensure this is the right vehicle and you understand the transfer process. Is that ok?" Is a great example of what part of the call opening?
Give credit for the work the customer has done before transitioning to Discovery
What are great examples of probing questions?
1. Vehicle interests and why?
2. Features wants and needs?
3. Budget and Down Payments?
4. Selling or trading in?
What are some examples of techniques to overcome objections?
• Explain the benefits of a recommendation (what's in it for them)
• Ask Why question if customer hesitates
• Use narrowing and expanding techniques as needed
• Seed plant future steps
What are some examples of "Show genuine appreciation for their time and interest"
• Thank you so much for your business. We are happy to have you as part of the CarMax family. Have a wonderful weekend and I’m looking forward to connecting with you on Monday.
• Thank you so much for the opportunity to learn more about your vehicle interests and must-have features. I’m very excited that you get to test drive your dream car (make/model). Can’t wait to hear all about it! Enjoy the rest of your day.
• I’m so excited about what we accomplished today! If you have any questions or concerns, please don’t hesitate to reach out to us. Thanks again for your business and have a wonderful rest of your day.
• Thank you again for considering CarMax. I know there are other options and we’re proud that you chose us. Like we discussed, I’ll call you tomorrow after 4PM. Have a great evening!
What part of the Vital Call Behaviors effect CallMiner indicators?
Soft Skills
What are the 3 different types of verification needed to confirm the customers identity?
Finance-First, last name & complete mailing address
Non-Finance-First & last name
Correspondence-Email, telephone, and/or mailing address
What are some examples of Situational notes?
1. In order to better assist you, can you please tell me a little about your situation?
2. Why are you looking to sell your vehicle? o How would you be using the vehicle?
3. What put you in the market for a new vehicle?
4. What are your plans for your current vehicle
What are some examples of the progression steps?
• Hold/Appt/Test Drive
• Online appraisal/Instant Offer)
• VSA
• Transfer Appointment
What is a great way to get "appreciation" and "clarifing/summarizing" marks during a call closing?
Answers vary
What compliance behaviors are needed for LEGAL compliance?
All of them
What are the 4 soft skills that are part of all the vital call behaviors?
• Tone and word choice
• Active listening
• Confidence and call ownership
• Empathy and appreciation
What are the key parts of a successful Appraisal Discovery?
1. Why looking to sell?
2. Replacement plans?
3. Research done?
4. Questions or concerns about selling vehicle
What are the compliance components of progression?
1. Vehicle History Disclosure
2. CAIP
3. Credit Application Consent Form
4. GAP
5. Alternative Delivery
What are the compliance behaviors for a proficient call closing?
• Provide accurate information in accordance to established policies, processes, and procedures
• Avoid delaying or deflecting tasks that can be reasonably completed within the c
Daily Double!
1. What does CAIP stand for?
2. What are the things we must do every time?
3. Why is this so important?
1.Credit Application Integrity Policy
2.Everytime:
-You must obtain consent for every application with every Customer.
-For joint applications, you must obtain separate consent from the primary buyer and the co-buyer. -You must identify our finance sources, and offer to share their addresses.
-You must make sure the Customer understands that CarMax and each of its finance sources will obtain a separate credit report.
-You must read any applicable state notice or disclosure if the customer lives in one of the states.
3. It’s part of our culture of integrity and transparency, not gaining consent could lead to legal violations, Customers not being aware that multiple finance sources could review the application, not being aware of potential multiple hard credit inquiries, not being aware of important state notices and disclosures (if applicable).