MEET & GREET / GUEST SHEET
The first thing you do when a customer pulls onto the lot.
What is the Meet & Greet
The three components of a FAB statement.
What is Feature, Advantage, and Benefit
The term for when a customer owes more on their trade than it is worth.
What is negative equity
The one objective of every Phone Up call.
What is setting the appointment
What a salesperson does immediately after asking the customer which payment option works best for them.
What is stop talking / hold silence
The five letters that represent the five categories of customer buying motivation.
What is SPACE
The five zones of a walk-around in order.
What is Front, Side, Rear, Interior, Driver's Seat
The approximate monthly payment impact per $1,000 financed.
What is $20 per month
The four steps of the objection-handling framework used at Newton Nissan.
What is Understand, Justify, Bridge, and Close
The three down payment options typically presented on a first pencil.
What is $2500, $3,500, and $5,000
The four categories used to build natural rapport before mentioning a vehicle?
Family, Occupation, Recreation, and Motivation.
What is FORM
The type of question asked at the end of every FAB statement to keep the customer engaged and build micro-commitments.
What is a Yes-question
What the dealership earns from the lender as a percentage of the interest paid over the life of a customer's loan
What is finance reserve
What you say when a customer calls and immediately asks if a specific vehicle is still available.
What is the availability response — "I just saw our lot porter pull that one around back. I'm not sure if it just sold or if they were moving it. It'll take me about 5 to 10 minutes to check on that for you. Other than availability, what other questions do you have on it?
The online document that contains CarFax, service records, original window sticker, and inspection information for a used vehicle
What is an iPacket
The hot button discovered when a customer says "I have three kids and we take a lot of road trips."
What is Safety or Comfort
The professional response when a customer points out a cosmetic flaw on a used vehicle for the first time.
What is acknowledging it and explaining the vehicle is priced with its condition in mind
The minimum number of loan payments a customer can make before paying off early with no penalty to themselves — though the dealership gets charged back
What is seven payments
The three types of customer statements a salesperson must be able to identify before responding.
What is a question, a concern, and an objection
The term for when a lender requests additional documentation before a deal can be completed or funded
What is a STIP (stipulation)
The number of steps in the Meet & Greet sequence.
What is six
The six features included in Nissan Safety Shield 360.
What is Automatic Emergency Braking, Blind Spot Warning, Rear Cross Traffic Alert, Lane Departure Warning, Rear Automatic Braking, and High Beam Assist
The 5 items a salesperson photographs or documents when completing a trade walk in vAuto
What is VIN, odometer/mileage, four corner exterior photos, interior photos, and damage
The four pieces of information that must be collected on every Phone Up before the call ends.
What is the customer's full name, phone number, email address, and confirmed appointment
The six questions of the trial close sequence run after the test drive with the vehicle parked
What is: Are the seats comfortable? Do you have good visibility? Can you see yourself driving this every day? Do you feel like you and your family would be safe in this vehicle? Do you have any additional questions about the vehicle or features? Can I offer you some additional information — follow me inside