Phone Ninja
Provide your contact info
"Do you have a pencil handy?; I have something important for you to write down? Write this down please, (slowly spell your last name), that's my last name and my first name is ______, and my direct # is _______." If the customer does not have a pencil, offer to call back and leave your information on their voicemail. "I'm also going to send you an email with some information, should I send that to your home or work email address? And that is? Now our appointment time is at _______? "Let me write that in my appointment book as well. If you're going to be running a little early or a little late please call, because I will have ______ set aside for you and will have the vehicle / vehicles ready for you to see."
Give directions
Do you know where we are located? Where will you be coming from? Make sure the customer take the mental trip to your dealership, use landmark directions , and give them instructions on what to do once arriving at the dealership. (Where to park, what doors to use, etc.) Great, I am looking forward to seeing you at (repeat appointment time) Thank you again for calling!
Out of state customers
Great news, the vehicle you are inquiring on is available! Now , are you interested in having the vehicle shipped directly to your door or will you be picking the vehicle up in person?
greeting
It's a wonderful day at Mercedes Benz of North Olmsted; this is ______ ; how may I help you?
Obtain contact info
Okay, let's do this! So that I don't wast any of your time, let me check to see what's currently available. It should only take about 10 minutes. Are you calling from home, work, or cell phone today? And that number is?
qualify
So I better understand your needs, I have a few questions I would like to ask.
Go for appointment
Thank you for holding . Based on inventory, the vehicle you are inquiring on is available, and speaking of availability, when are you more available? Right now or Later Today?
Objection Handling
When going for the appointment, there might be some push back. Use the objection handling techniques to assist you in selling the appointment.
