Internet Used Car Phone Up
When someone calls your 800# from AutoTrader, Cars.com or some other website where we have our inventory posted, how should the call be handled?
I have listened to a lot of phone calls from many different dealerships around the country and I have to say for the most part I think salespeople forget why the person is calling them. So lets look at a couple of things that lead up to the phone call.
In most cases, they did a search for a specific year, make and model. They found a list of what they were looking for and they started to look through the list. Many factors are involved in why they chose your car which we will talk about later but for now, all you care about is they called about your car.
What is the first thing, without fail, that they always ask? Always! Is the car still available? Just like clockwork, each and every time, guaranteed. It goes almost word for word like this:
"Hi, I saw one of your vehicles online and I was wondering if you still had it?" Or "I'm calling on a Lexus ES330. Do you still have it?"
Why do they ask that question? There is usually a couple of reasons why. First, there are a lot of dealers who have this idea that if I leave my cars online for a few days after I sell them I will get more calls which will mean more sales. I'll just switch them they say. Thats one of the reasons and you have heard it before. "The last two places I called said the same thing - sorry, we sold that car but we do have". But because the customer is so dissappointed, they don't want to listen unless you have the exact same car for the same price or you have great phone skills. Or you could do the old get em in and do the bait and switch 
Yeaahhh
I need to go for now.
Next post will be a killer phone script that you can use that will set you more appointments and sell you more cars.
3 Responses to “Internet Used Car Phone Up”
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Under Construction, Please Pardon The Dust!
Welcome!
Can’t wait to see the script.
Internet Used Car Phone Script
Below you will find a phone script to use with any website where you have your used car inventory like Autotrader.com, Cars.com and . There is a reason for the wording and the flow of the script so you are best to follow it word for word. It will guide and compliment the Internet shopper through the process and provide them with the information they are looking for. I’ll explain parts of it and why and if you have any additional questions, feel free to ask.
Internet Sales, how may I help you? Hello. I’m calling about the 2003 Toyota Camry, do you still have it?
Certainly, are you looking at it online or did you print it? I printed it.
**When they print your car, it is a strong buying sign. If they are looking at it online, thats great too. Something caught their eye and they decided to call now which is another strong buying sign.
Great, let me check and see if it’s still available, I’m going to put you on hold for just one moment, o.k?. O.K.
**At this point you want to pull up your website inventory, find the car and gather your thoughts. Only put them on hold for 5 seconds or so. Get ready to set an appointment.
I’m back are you still there? Yes, I am.
Great, by the way, my name is Chris (slight pause) Hanson. (Then pause again to give them a chance to say their name. If they don’t tell you their name, than say “And yours is?”….) My name is John Doe
Great news John. Yes it is still available. When would you like to stop by and drive it? Well, we were thinking about coming in this afternoon.
From this point on, work the phone script to set the appointment:
Great. Were you thinking of early afternoon or later? We can’t until later because we have to pick the kids up from school so it would have to be later.
If you use this script word for word and make it your own, you will set more appointments and sell more cars. The biggest hang up for most salespeople is they want to change the script or they plain forget to use it.
Its amazing how many phone calls will go just like this if you use it. The potential customer is looking online for a car, finds what they are looking for, they are looking at your great photos, great comments and competitive price, whats left?? To come in and drive it!
Posted at 09:55 PM in Phone Process | Permalink
Hey Chris I have posted a prompt pad script for when I take incoming calls on my website. you can check it out by going to http://www.trainthewinners.com and then clicking on resources. It’s a couple of links down from the top.
See ya, jon