FCA Jeep Sales Training

Ask if anybody in the household leases a competitive car because...

There's a rebate you could qualify for. I want to make sure I'm getting you the right deal.

Yes Question

These heated/cooled seats are great, aren't they? Sure handles better than your old car doesn't it? The sound system is pretty crisp, right? That engine has some kick to it right?

Ways to compliment a customer:

Watch/Jewelry Town they live in is beautiful

Explain how the trade's CMV is determined by saying:

We analyze the condition of the car, use a professional subscription based auction data, and consult our full time buyer at the auction

Good open ended questions:

What do you like about your current car? What inspired you to visit today? How did you hear about Planet?

Investigate the person's current or previous car with these two questions

What do you like least about your current car? What do you like most about your current car? Why is that?

What should you say always to clarify vague answers from a Customer?

What do you mean by that?

I need to check with my credit union

What do you need to check on? We have much of that information here, and excellent financing through a variety of lenders. With that information, would you write an order with us?

Mental Ownership Questions

What do you think your friends/kids/spouse would say when you show up in this car? Can you see your bicycle fitting in the cargo area? What will be the first trip you take this car on?

How to address a very persistent discount pusher : "But you didn't answer my question"

You're right. I don't know if a discount is available. Once we find you the car you want I am happy to see what discounts are available. But don't you think its fair you decide what car is best for you before we start negotiating?

Side step somebody who wants a trade value early on:

You're trade in is a very important part of this process, however we can do that after we find the right car for you Or look up KBB value with them to show CMV. Ensure they will get a great deal for their car.

part time 4WD

a four wheel drive system that operates on demand

Only time to talk trade is:

after you have a car that customer has agreed to buy

ONLY Enter into negotiating after:

getting the customer's commitment to buy

F.A.B.S in a presentation

important for showing instead of telling Feature: what it is Advantage: What it does Benefit: why they care

When customer answers MAYBE / NO to the "If this car fits your budget will you write an order with us?"

overcome or address objections 1. Price 2. Don't appraise their vehicle yet! 3. Assure they're going to get a great deal once they decide they're ready 4. Set up a follow up appointment

Rule of thumb for down payment

$20/$1000

OBJECTION: I don't want that car, it has too many miles

1. Ask how many miles is too many 2. don't rule out the car! I know it has a few more miles than your comfortable with, but I would like you to see it. Just hold on one moment. 3. Modern cars can last a lot longer than ever before, plus mileage isn't the only indicator of wear, I can get you the service records to show what we did to make the car right for you.

When somebody has 1. significant affection, 2. mods, or 3. recent repairs do this:

1. At auction, nobody will know how much you loved your car. Its just another car. You're car has really served you well. 2. We understand the mods are something unique to your car, however, mods don't add value to a buyer of the general public 3. Repairs maintain the CMV, but do not increase the CMV.

Investigate their budget/car value

1. Do you currently make monthly car payemnts? Are you looking to lower that. Response: oh great we'll explore some of our cars in that range 2. How much do you owe on your current payment?

Trial Close:

1. Do you think this vehicle has what you're looking for? 2. would you feel cool/comfortable/safe in this car compared to the one you're driving now?

Driver Style / Action oriented and quick decision maker wants a salesman who:

1. Focuses on business 2. Doesn't dance around the process 3. Provides options and lets them choose

OBJECTION: I want to think about it

1. I understand why you feel the need, this is a huge purchase where you don't want to make a mistake 2. When you say you want to think about it, what will you be considering? 3. Isolate the reason: Other than X, is there any other reason that would hold you back from writing an order with us today? 4. Problem solve: If we can narrow the gap for X for you or provide X, would that allow you to write an order with us today?

Great Investigating questions

1. Is this your first time in? 2. what motivated you to come see us today? 3. What are the most important things to you in a vehicle? 4. On the car you might trade, how much have you spent on repairs and maintenance in the last year? 5. Do you prefer light or dark colors? 6. How have you been dissappointed in previous experiences purchasing cars, so I can make this one more pleasant?

Expressive style / people oriented and wants to be liked wants a salesman who:

1. Show interest in them and let them talk 2. Help them stay on topic 3. Keep the process moving

Amiable Style / a person who is curious and relationship oriented wants a salesman who:

1. Takes it slow in building rapport 2. Explains how things work 3. Reassures they'll be comfortable with their choice 4. Salesman is patient

Building Rapport Questions

1. What's your current car? 2. How'd you hear about Planet? 3. Where are you from? 4. What do you do for a job? 5. Do you use your car mainly for commuting or for pleasure? 6. How much time do you spend in your car? 7. Where did you graduate from?

Specific investigative questions for Trucks

1. Will you use the truck for hauling or just to get to and from work? 2. Standard cab or extended cab? (cabin) 3. Short bed or long bed?

Analytic style / needs to be right and get details wants a salesman who:

1. avoid chit-chat 2. Compliment their research 3. Know your facts 4. Give them time to think

Early investigating info about trade in car

1. make 2. Model 3. Year 4. Trim 5. amount owed

In a car presentation move clockwise around a car and explain:

1. the engine benefits first 2. next passenger side and explain passenger comforts 3. show utility and cargo space in the back 4. Culminate with customer in the driver seat ready to go!

Full time 4wd

4wd system that operates automatically and continuously

New cars warranty

50,000 mi / five year power train warranty (engine, transmission, power components)

Pentastar v6 engine with etorque

Ah the crown jewel of the ram 1500! a brand new engine for the ram 1500 that replaces the traditional belt driven motor with a 48V lithium ion battery pack (12 cells). It not only makes the vehicle more efficient in fuel economy, but it also creates more power

First Question at desk

Are you buying or leasing?

Used or New Car Question

Are you interested in a brand new car or one with minimum miles on it? We have a great selection of used cars here?

After you overcome an objection:

Ask to write an order. Don't wait for more objections.

How to find the buyer and what to do if a decision maker is absent

Ask: "Mr. Customer, will you be making the final decision, or will somebody else be involved?" If wife or decision maker isn't present ask or suggest to schedule another appointment when they can be available.

Last thing to do at a new car/lease Delivery:

Before you go there's one last thing. RAM/JEEP/DODGE will send a survey about your experience here. I hope you can give me all 10s, but if you come across a question where you are not comfortable giving me a 10, give me call so I can understand how I can improve myself.

Leaving a message on a prospect's phone:

Bob, this is JD at Planet. I have great news! Please call this number!

Selec-terrain is a 4WD system standard for all ________ Vehicles

Cherokee, Grand Cherokees, and Renegades

At end of presentation of car

Customer is in the drivers seat Ask for their license (take a picture with your phone) Attach dealer plate Now that your here in the drivers seat, lets take it for a spin! I juts need to take a picture of your license

Better way to say "How much do you want for your trade?"

Do you know the current market value of your vehicle? If not, pull up KBB.com

Either/or Questions

Do you prefer darker or lighter colors for your cars? Is this the car you want to own or that car? Are weekdays or weekends better for you to visit?

Trial Closing Questions

Do you think this car fits your needs? Does this car perform as well as you expected it to? Can you see yourself owning this car?

For used cars Avoid telling the customer this about availability:

Don't tell the person you will give them a call when the perfect car comes in. It will never come in. You've got to bring up other possibilities.

If the buyer's trade in isn't worth much do this

Encourage them to donate the car to charity in exchange for a $500 federal tax deduction

OBJECTION: I'll sell my trade myself

Look, it's possible you could get slightly more than trade value for your car if you sell it privately, but the only reason a dealership can sell them for more is because we have the advantages of selection, peace of mind, location, and financing. However, the extra premium you might make by selling that car on your own, can be very costly in frustration, time and risk. With all that in mind, doesn't it make more sense to trade it in so you can start enjoying all the beneifts of a new car now?

When customer answers YES to the "If this car fits your budget will you write an order with us?"

Make sure its real: Mr. Customer, just so there's no confusion, when I say "writing an order" I mean you'll give me a deposit, complete a purchase and sale form, set a time for delivery, OR just take the car home today?

OBJECTION: I just need to think about it

Most everybody feels anxiety when they are making a big decision. One of the reasons I'm here is to help you through that so you can enjoy being in your new car instead of worrying about what to do. What's on your mind. What would make you feel more comfortable?

Certified Pre-Owned Car objection response:

No, we don't have certified pre-owned cars here, but do you know what that means? It means the dealership pays the manufacturer money to endorse their used cars after they've inspected a car. We do the same thorough checks on the car as those dealers, except we pass on those savings to you.

A financial question you should ask in the opening investigation

On a scale from 1-10 how's your credit?

how to address Discount pushers

Once we find you the perfect car, I would be happy to see if a discount is available

four wheel drive explanation

Technically its true that all four wheels are powered, however it's not always equal distribution. Say, one wheel is on ice, while another has traction. the wheel on ice is going get transferred more power to increase traction.

If after walk around, customer isn't happy ask away!:

Is there something missing with this car?

What does an extended warranty cost

It could cost an extra grand or three

OBJECTION: I need a day to consider all this

It sounds like what you're saying is that you want to own this car, but you don't want to wake up and feel bad about it tomorrow. what can we do today so you don't feel bad tomorrow?

OBJECTION: This is the first place I've looked and I don't want to rush in:

If you lost your phone, and found it in the first place you looked, would you keep looking?

OBJECTION: I'll sell my trade myself and come back later

Have you ever sold a car on your own before? Take it from me, selling a car takes a lot of time and calls. I assure we can save you the time and frustration by giving you the

How much is this car? Will it fit in my budget?

Hey, let's not get ahead of ourselves... We'll discuss the price after we find you the right car! Don't worry about the price and budget yet! let's worry about finding you the perfect car!

What can I get for the trade in of my car

I don't know what we can get you exactly but I do know that getting you a great trade in value for your car is really important for us at Planet! However, for me it's also important to find you the right car before we talk about the exact trade in value. As far as how the process goes for determining the current market value of your car, we have a full time auctioneer who will appraise your car and check a national dealership subscription auction sight to determine the highest value for your car.

Before you start negotiating disclaimer

I want you to understand before we start negotiating there are certain fees that apply to the purchase of the car that are always applicable.... sales tax documentation fees registration fees

objection with certified pre owned vehicle

If the CPO tag is important is important to you we can do that, it's just going to cost $500 extra

Closing Questions?

If this car fits your budget would you write an order with us today? Is it time to go ahead and get your next/first Jeep? Are you ready to move forward with your purchase today?

Instead of "If I can make the price right, will you buy today?" say:

If this vehicle fits your budget, will you write an order with me today?

Customer asking about discounts in early stages of the sale bypass with:

Rather than spending the time on fitting the car into your budget now, let's make sure we have the right car first!

Wrangler unlimited / rubicon standard 4WD systems are called

Rock-trac or Command-trac

Best Thing to do after Delivery

Write a hand written thank you note

When somebody asks if 0% apr is available

Yes, its available, but it may not be the best deal for you.

Never let your prospect or buyer leave without:

You're manager having an opportunity to greet and talk with the customer