PHONE UP
What is the main goal when you take a phone up?
SCHEDULE THE APPOINTMENT.
What is the first sales step when you interact with a new prospect?
Log them in the CRM.
You have the character building day (rough day), what still rises?
THE SUN STILL RISES AGAIN TOMORROW
You have a vehicle from another store for show and you weren’t able to close the deal. What do you next?
Make arrangements to get the vehicle back to the original store ASAP.
The GMC Acadia for 2025 now has how much cargo capacity behind the 3rd row?
A 20 cubic ft
B 22.5 cubic ft
C 23 cubic ft
23 cubic ft
In the first minute of conversation, what information should you have captured?
Call back phone number.
You’ve landed a guest on a vehicle and the title is here. What should be your main objective?
SPOT THE VEHICLE.
"CARPE DIEM", what is the meaning and the language of origin?
SEIZE THE DAY. Latin.
What is our company’s daily task benchmark?
20 phone calls.
2 Appointments or 2 sales.
What is the promotional interstate rate for 84 month on a 2025 1500 Sierra Elevation 5.3L?
A. 5.4% for 84
What brand do we mention during our introduction moving forward?
CADILLAC
You log an existing guest with a duplicate opportunity presented, they have been working most recently with a fellow advisor. This guest is ready to purchase today. What is your next step?
Get in contact with the initial advisor and provide them the opportunity to finish up with the guest.
If they give you the green light, said guest is now your opportunity.
To create urgency when communicating with a guest what may be a few best practice statements when referring to our quick turning inventory?
"AVAILABLE FOR A LIMITED TIME ONLY"
"LIMITED AVAILABILITY"
"OUR INVENTORY IS IN HIGH DEMAND AND TURNS RATHER QUICK"
What is our standard response time for web leads? Also, when does a sitting lead become “live” (available to be reassigned)?
>9 mins
If there is no activity after 9 minutes.
What is BAC code of our store?
260688
SEND THE CARFAX.
SEND A VIDEO WALKAROUND.
SEND A REFERENCE BACK TO THE VEHICLE LISTING.
SEND AN ALTERNATIVE OPTION.
The guest has a copy of their lien release letter but doesn’t have the title. Is it acceptable to take the vehicle in on trade?
If not, what can you advise?
No. Must have the title. However you can advise the guest to head to the DMV with the letter and they may be able to produce the title same day.
You are doubled up and running around like a chicken with his head cut off. Instead of freaking out and rushing yourself, remembering this may help you out.
"There is no _____".
"THERE IS NO FIRE".
Communicate with your guests, be efficient with your time, take a breath and have some fun!
Recite our guest values in order.
Greeting
Name
Positive and upbeat.
Undivided and exclusive attention.
Responsive listening.
Time.
Thank you.
Hero.
Race shop clean.
Appreciate and celebrate.
Pride, unwavering.What is the ccr rebate for 2.7L Sierra?
$1,000
ROLL PLAY OPPORTUNITY. To our standards, answer this incoming call scenario.
Guest calls in on a vehicle that has been sold & delivered. Take the call and follow up if need be.
Participation including satisfaction from your judges and jury.
Name at least 4 additional documents needed for a CPO unit.
172 point inspection.
GM Recall Status.
CarFax.
CPO Warranty Acknowledgement.CPO Maintenance.
CPO Exchange Program.
ROLL PLAY OPPORTUNITY.
SCENARIO: You come back from a test drive with your guest and they state, "I have to think about it".
What would you say or do?
Participation including satisfaction from your judges and jury.
Who are our 5 Service Advisors?
YING
LEILANNI
DANNY
NANCY
KENDRA
When selling a vehicle our new multi color forms for delivery include what items?
1. Spare set of keys
2. Trade title
3. Lien release
4. Drivers license
5. Money down / cashiers check in excess of $10,000
6. Insurance card
7. 10 day payoff
8. Incentive and rebates
9. Authorization code if required