Customer Service
What is the call cadence for ESQI calls?
Managers make 1 day calls, SCs make 3 day calls
Every high dollar purchase is designed to come with what.
Tuesday at 3pm
During my fact find, my customer says they have a pre-approval with their credit union. What should I do?
Get a manager invovled.
Who do the Denver Broncos play on Sunday?
Seattle Seahawks
My customer that bought 3 months ago is having an issue. What should I do?
Say, "I'm so sorry that happened. Let me get you to a manager."
What sets us apart from our competition?
Nobody makes it easier to buy a car than we do!
I will also accept: OUR PEOPLE!
What is the cutoff time to get a second key ordered for the following Tuesday?
Friday at 12pm
What is our max back end profit on EMRP?
$1450
Where are the next summer Olympics to be held?
Los Angeles
My customer called 2 days after they bought the car and they are having an issue. What do I do?
Pass it to a manager- IMMEDIATELY
I have a credit challenged customer and they said they can be here by 6:00pm. Is this enough time to get them into a vehicle tonight?
Probably not. Most customers will need to clear stips and possibly get insurance. Those customers take more time and it's better to get them started earlier in the day. Set good expectations and be respectful of everyone's time.
My customer didn't take delivery of their vehicle because they needed to get full coverage insurance.
Your sale is not complete until we have all the necessary documents and customer takes delivery. You should follow up daily until completed.
My customer drives 15,000 miles per year and plans to keep the vehicle for 3+ years. What EMRP plan should I sell them?
3 yr, 48,000
4yr, 60,000
What states border Colorado?
Nebraska, Wyoming, Utah, New Mexico, Arizona, Kansas
Bonus if you get Oklahoma too!
My customer wants more for their trade. What should I do?
Get a manager involved. We give top dollar for trades.
Who should I be sure to greet when they walk into the dealership?
EVERYONE.
I sold window tint.
When you make your 3 day ESQI call, arrange to schedule this for them after the 7 days has passed.
My customer doesn't want the truck on my lot because he wants a bed liner and running boards.
We can sell him a spray-in bed line AND add running boards! We make money on these AMOS!
Open your Accessories tabs.
What famous space shuttle blew up on lift off in 1986?
Challenger
We convert all the Somewhat Satisfied into Completely Satisfied
I've just sold a car and I'm checking my customer into their vehicle. What things do I need to do before they go?
Make sure they are familiar with the features of the car, pair their phone, etc.
Genuinely thank them for their business and ask if there was anything we could have done better.
Tell them about the survey and that a manager will call them tomorrow.
I have a customer that got approved today but I didn't get them scheduled to come in and I am off tomorrow.
DAILY DOUBLE!! EVERONE GETS TO PLAY
FBIC- Role play and sell me LoJack
Managers will decide who closed the deal
What classic novel begins with the line,
"It was the best of times, it was the worst of times."
Tale of Two Cities