Basics
Read the ______ before you _______.
Read the lead before you proceed.
Be ______ and _______ on the phone!
How can we avoid dead air? (Multiple options will accept one or all)
Being prepared, build rapport and asking questions.
Who handles Market Extensions?
Previously (Everyone) Now (No One)
Sell the _______ not the _________.
How long should it take to review a new internet lead?
2 minutes or less
What is Rapport?
A close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well.
How long is too long for dead air? (seconds)
10 seconds
How many websites does Cloudlot have and what are they?
We have 2! Shopcloudlot.com and Online.shopcloudlot.com
How many times should you ask for an appointment?
You should ask a minimum of two times.
What is one of the acronyms for BASICS? (Best you can)
Bring it, every day
Accept nothing less than the best from yourself
Service your customers to the best of your abilities
Invest in yourself through training and prospecting
Choose to be great at what you do
Solidify relationships with great follow up
Customers are willing to spend more money when...?
They are willing to spend more money when they find the experience they like.
What events do we have that we can discuss with customers instead of having dead air?
Black Friday Sale, Memorial Day Test Drive Event, Cyber Sale
_ Month _ Mile warranty on eligible vehicles.
3 month 3,000 miles
When should we disclose the BB information? (Top Two)
If a customer asks or if they are 1 hour or more away from the dealership.
What do you need to check on every new internet lead? (looking for one answer)
DUPLICATES
What percent of customers say that customer service is important in their choice of loyalty to a brand? (There is a 5% margin I'll accept)
96%
If you have an upset customer and you don't have an answer for them, what can you do?
Ask around you for help or use the T/O SOP.
What vehicles are eligible for Oil for Life?
We are offer complimentary oil changes with a Van Horn vehicle purchase for as long as you own that vehicle. Restriction: Not available for vehicles sold at Budget, Motors. This program comes with free oil and filter changes, at any Van Horn Service Center, for as long as you own it.
What are the top things you should collect from every customer? (Multiple Items)
Frist and Last Name, Phone Number (verify), Zip code, Business/Personal (New), Source and Hold Policy.
When should you ask a customer if a vehicle is for business or personal use? If they say business what is your next question?
New Vehicles "Do you have more than 8 vehicles in your fleet?".
What 3 things can you do to build rapport?
Be Sincere, ask about their day, say their name multiple times and pay attention to detail, share common things with the customer. (any of these)
What is the upset customer SOP?
Call the party the are wanting to reach
If they are not avialable offer VM or if you can help them.
If they decline let them know someone will follow up.
Send an email to all parties including managers, supervisor, and platform director of that location.
Log the interaction in the Cloud under Customer Concerns
How long does a customer have to return or exchange a vehicle purchased through Cloudlot?
3 Day Return/ 7 day exchange (Pending miles and condition)
How do we ask a customer if they want to put a deposit on the vehicle? How much is it?
"I want to offer you the option to place a refundable deposit on the vehicle to hold it, is that something you'd like to do? It holds the vehicle until you arrive for your appointment otherwise it's available for purchase to the general public. $500 (Budget/Motors) $1k all other locations. (24-48hrs)