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
Making the right _____ is vital to ensuring successful progression.
Customer-Tailored Recommendation
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?
Under Einstein, in the top right of the CI
What would an example of CTR sound like?
-Based on... I recommend...
-The great news is... Based on that I’d recommend...
-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?" - Helps to lead you into which portion of the call?
Discovery
Vehicle Interests and why?, Features wants and needs?, Budget and down payments?, selling or trading in?
These are all great ______ questions?
Probing
Asking why questions, explaining benefits and seed planting are all techniques to help with.
Overcoming Objections
"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." is an example of_______.
Showing genuine appreciation for their time and interest
What part of the Vital Call Behaviors effect CallMiner indicators?
Soft Skills
What verification is needed to confirm customers identity with a finance call?
First Name, Last Name & Complete Mailing Address
What puts you in the market for a new vehicle?, What are you looking to sell your vehicle? Are both great types of ____ questions.
Situational
What are some examples of the progression steps?
• Hold/Appt/Test Drive
• Online appraisal/Instant Offer
• VSA
• Transfer Appointment
What I heard you say was... Just to clarify... Did I address your questions? Are all examples of ______.
Clarifying and Summarizing
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 3 main components of Discovery (not necessarily needed on every call)?
1) Shopper Discovery
2) Financing Discovery
3) Appraisal Discovery
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 call
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).