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Service BDC Training Guide


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TABLE OF CONTENTS

Understanding a BDC…………………………………………………………………………….. 3

Key Skills and Expectations……………………………………………………………………. 8

Building Value in What We Sell………………………………………………………………. 15

Making the Outbound Call ……………………………………………………………………. 20

Sample Outbound Call…..………………………………………………………………………. 29

Outbound Call Objections……………………………………………………………………… 32

Effective Messaging………………………………………………………………………………. 37

Taking the Inbound Call…………………………………………………………………………. 40

Sample Inbound Call……………………………………………………………………………… 51

Inbound Call Objections……………...………………………………………………………… 54

Job Aides………………………..……………………………………………………………………… 58


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UNDERSTANDING A

BUSINESS

DEVELOPMENT

INITIATIVE


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What is a BDC?

A BDC is meant to be the ___________________ hub of the dealership.

The BDC communicates via __________________, ____________, and

_____________ mail

Because of the BDC’s customer outreach, it should be considered part of the

_________________ _____________.

A BDC is composed of ___________ telephone ________________.

These telephone specialists are trained to improve customer ____________.

The BDC’s job is to ______________ the customer to ________.

The BDC is meant to be a _____________ ______________.

Functions of a BDC

The BDC Serves two functions:

To handle the ___________ _____________ from the customer.

To make effective outbound communications to the customer throughout

the ______________ _______________.


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THE BDC SHOULD NOT…..

Call customers to provide a __________ ______ of their vehicle. No one

knows more about what the dealership has done for the customer than the

___________ __________. They are the one who should build value in the

customer’s visit, regardless of what was done and who may be paying for it.

_______ _________, act as a Service Drive Greeter, Porter, or filing clerk.

Be viewed as the team to fix customer __________ from A-Z. This is not the

__________ ___________, but the department that fills the shop and helps

ensure that the customer’s concerns are addressed at the time of their

_______________.

CUSTOMERS WILL ONLY SCHEDULE AN APPOINTMENT IF….

They agree that a specific service or repair _______ ________ _________

Agrees to a specific _________ __________ that needs to be done.

Agrees to a specific ___________ to have this done.


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FACTS

A few facts about the BDC/Customer Interaction

The BDC will not make a past _____________ experience disappear in the

customer’s mind. The BDC can attempt to _______________ a reason for

the customer to give the dealership another chance.

The BDC always tries to position why __________ as a place to service and

why ___________ to schedule. This would be for either ________ or to

schedule sometime in the future.

When everyone follows the script, all your customers will receive the

_______________ _______________

The BDR is not a replacement for the ___________ _______________

WHY A SERVICE BDC

If you think about it, the traditional service model has failure designed into it.

How can a Service Advisor…

Answer all _________ Calls in a prompt and friendly manner.

Properly _______ customers when they arrive

Take the time needed to advise customer of needs today and in the future.

Determine if vehicle is involved in a ___________

Coordinate _________ needs of a customer.

_____________ work to the proper technician.


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How can a Service Advisor…

Discuss with the _____________ professional what specific _____________

_____________ are needed and when they will be available.

Call back a customer back to provide a ______________ _______________

and/or advise what else they may need for today’s visit.

Process full ___________ from : customers, manufacturers, outside

warranty providers, or other departments.

Think about this..

When do most of the service calls come in? ___________ and _____________.

When are advisors the busiest? _____________ and _______________.

Morning is _______________

Afternoon is ____________ out repair orders.

How many customers can on person handle at a time? ________!

About your Dealership

Do your customers make statements like….

I can __________ get a hold of someone in service!

They never __________ my calls!

Should Advisors Book Appointments?

Yes, they are the most _____________ about booking an appointment.

Do they ALL follow the ____________ process or is it _________ the same?


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KEY SKILLS

AND

EXPECTATIONS


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KEY SKILLS FOR THE BDR

Customers will only schedule an appointment if:

They believe what you’re saying is true and your suggestions are _________.

They feel you have their best _____________ in mind.

There is a logical ____________ for them to schedule an appointment

FIVE STEPS TO SUCCESS

Be willing to _________ yourself __________ your comfort zone.

Take responsibility for what you get out of training _____________

Keep an open mind and be ___________.

______________ and be a team player

Be __________, upbeat and full of _______________

BDR EXPECTATIONS

In order for the room to be successful, it must first and foremost have ______.

Activity is defined as…..

Taking _____________ Calls

Making ______________Calls

Sending out ______________.

NUMBER ONE RULE

Call the right ______________ at the right ______________.


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NO FEAR

Willing to make __________ call

Accept __________.

To follow the Call _________ in an attempt to __________ the customer; as

dictated by management

Have a ____________ game plan. Be __________!

Don’t give too much _____________, don’t over ___________.

Take __________ with the call, don’t _________________.

Have an assumptive attitude. _____________, they will schedule the

appointment.

Create the reasons why ________, and why ____________.

PHONE SKILLS

Nice __________ in the voice

Proper use of _____________.

Speak in terms the customer ________________.

___________ pace in speech patterns. No ___________ ____________

Do Not __________ ____________ the customer

Ability to _______________.


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PHYSIOLOGY

It is critical to be aware of your state of mind when you are talking to customers.

Physical things you do affect your __________ __________ ________ and the

customer will think: “That person is in a bad mood!”

How you ____________ and how you _____________.

Your ________________ expression

Rate of _________________.

____________________.

Energy ___________________

____________________

YOU ARE EMPOWERED TO CREATE A POSITIVE STATE OF MIND THAT

WILL HELP YOU ACCOMPLISH YOUR GOALS!

BE ABLE TO MULTI-TASK

As a Service BDR, you will have multiple applications open and you must be able

to quickly navigate between them.

________________

________________ ________________

________________ ________________ to check for recalls.

__________to follow the ___________ __________ ______________

BDC ___________________


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THE LEARNING PROCESS

____________ and _______________ why the script is worded as it is.

Ability to ________________ the script

Execution is now a ____________________.

Performance is ___________________.

QUESTIONS…

If the inbound call volume is low what can the BDR do?

_______________ _______________ _________________

If an average inbound call is 5 minutes, then how calls can be handled in 1

hour?___________

How long does it take to call 2 numbers, leave 2 messages and set your CRM to

a future call? ________________

How long does it take to send a email from a template? ________________

If an agent has made 10 calls, talked to 3 people with an average talk time of 4

minutes; how much time has been spent?

Messages: 7 = _____________

Contacts: 3 =_______________

Total: = ___________________

What is a reasonable number of calls in and calls out for an average hour?____

How many then for an average day? ___________


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VOLUME

How long does an average conversation take? _____ minutes

On average, out of 10 OUTBOUND calls: ____ to _____ Time needed: ____

How many messages left? ___-___ Time needed ___-___ minutes

Total time involved: ____-____ minutes

In an hour, just doing OUTBOUND, How many calls are made? ___-___

How many INBOUND calls does an agent receive per day? ______

With an average talk time of 4 minutes, how much time is dedicated to

INBOUND activity?

With a properly staffed room, is 100-120 realistic?

APPOINTMENT RATIO (OUTBOUND CALLS)

TOTAL CALLS/ACTIVITIES PER DAY

INBOUND APPOINTMENT RATIO

CONTACT RATIO (OUTBOUND CALLS)

SHOWN APPOINTMENTS

90-95%

100

25-45%

30%

90%

KEY PERFORMANCE INDICATORS


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WHAT ARE SOME OF THE REASONS WHY A BDR MAY NOT ACHIEVE THESE

GOALS?

Lack of ____________calls provided by management

Improper ______________

1) Not following the ____________

2) Poor________________

3) Rushing through the _____________.

4) Not _________________ an objection.

No _____________ to make the _______________ call


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Building Value in

What We Sell


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BUILDING VALUE IN WHAT WE SELL

Consumers will only spend _________ when they believe they are receiving

something of ________. The BDC’s goal is to ___________ specific items that

are _________________ to assist the customer in properly _______________

their vehicle. This is accomplished by a ___________ __________ _________

Following are general examples of service. Your Service Manager should pro-

vide you with specific services your dealership offers., we must provide a

_____________ for the customer if they are going to say ________. If there is

no benefit, it will only be viewed as an __________. Do Not____________

That every customer knows what the benefit is.

KEY WORDS PHRASES THAT CAN BE USED (With Management Approval)

_____________: Those Service/intervals that are clearly ____________ by

the ______________ to maintain warranty coverage.

_____________: Other services/intervals that are _____________. Other

services/intervals that are _____________ by the manufacturer to care for

the vehicle.

___________________ __________: Third _________ support that will

enhance the maintenance services/intervals.

___________ Support will always have the highest ___________ for the client.


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Service Why it is important to the Customer

Air Filter

Alignment

Brake Fluid

Flush

Cabin Air

Filter

Coolant Flush

Over time the air filter becomes clogged with very small particles of

dust, dirt and other pollutants. Many of these particles become em-

bedded in the filter and can not be blown or washed off. A new air

filter will improve engine performance and fuel economy.

Due to the condition of the roads and terrain we drive on, your vehi-

cle’s suspension received a lot of stress and the positioning of the tires

can be misaligned. Alignments ensure that all suspension components

are safe and ties are positioned according to Manufacturer specifica-

tions. This helps prolong tire life and prevent premature tire wear.

Over time break fluid deteriorates due to high heat created by brake

friction. A brake flush removes the old fluid, flushes the system with a

cleaning solution, then refills with new brake fluid. This helps prevent

damage due to moisture and maintains proper braking.

Just like at home, the interior of your vehicle attracts dirt, dust, and

pollen. Replacing your cabin air filter will maintain clean and fresh

cabin air for you and your passengers.

Just like engine oil, coolant will collect deposits over time. However,

unlike an oil change, just draining the coolant does not remove all of

the fluid. A coolant flush ensures all fluid and deposits are removed

before new coolant is added. This helps maintain proper engine cool-

ing in the summer and reduces freezing up in the winter.


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Front and

Rear Brake

Service

Fuel Injector

Service

Inverter

Coolant Repl.

Oil Change

Power

Steering

To save you time and money, this is typically done in conjunction with

a tire rotation. Because your brakes are exposed to outside elements,

they are cleaned and lubricated to ensure they are moving properly

and not binding or sticking. This service helps maximize the life of

your pads and rotors while maintaining proper braking

Particles build up on injectors because of high temperature and impu-

rities in fuel. This is similar to deposits on a bathroom shower head.

An injector flush is pressurized cleaning of the fuel rail and injectors to

remove deposits. Proper cleaning gives you better fuel economy and

engine performance.

Only for Hybrid vehicles with an electrical system that generates high

heat. Heat can be very damaging to high voltage electrical systems.

Changing this coolant ensures your electrical system is operating in a

proper temperature range and prolongs electrical system life

Over time engine oil becomes dirty and viscosity of the oil breaks

down due to high engine temperatures. Replacing the oil and filter

prolongs engine like and is the best insurance you can give your engine

The power steering pump is always in operation when the engine is

running. Constant use combined with the accumulation of moisture

over a period of years will reduce the effectiveness of power steering

fluid. The old fluid is removed, the system is flushed with a cleaning

solution, and refilled with new fluid. This service maintains proper vis-

cosity of the oil and reduces moisture damage.


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Propeller Shaft

Lubrication

Spark Plug

Replacement

Semi-Annual

Inspection

Throttle Body

Service

Timing Belt

Replacement

Trans Fluid

Replacement

Tire

Rotation

The Propeller shaft links the transmission to the rear differential. Be-

cause this si exposed to the outside environment, annual lubrication is

needed. This service reduces the chance of being stranded without

the ability to drive

Just like a light bulb, spark plugs slowly wear out over time. New spark

plugs will improve engine performance and give you better fuel econo-

my.

Includes inspection of brakes, suspension, tires, lights, horn, belt, all

fluids, filters, and exhaust. A report will be provide on results.

Removes carbon buildup of the air intake valve and cleans the exterior

springs. This service provides better idling as well as faster and

smoother throttle operation with increase fuel economy

Due every 4-6 years or 60-105k mile. If a timing belt breaks it can re-

sult in severe engine damage.

The Trans/Diff case has many gears moving at high speeds. Over time

small shavings will accumulate in the fluid. Replacing the fluid helps

prolong the life of the Transmission

Rotating tires ensures more even tread wear and helps promote long-

er tire life.


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MAKING THE

OUTBOUND CALL


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TYPES OF OUTBOUND CALLS

1) Missed ____________________

2) First Service _________________

3) Appointment _______________________

4) Special ____________ Parts

5) Customer ____________________

6) Declined ________________________

7) Service _______________ extension

8) Lost ___________________/Delinquent

9) __________________________

10) Follow up on _____________ __________ Estimate

11) Seasonal Preparedness: __________ or ____________ readiness

12) Service/Parts Leads

13) _____________ Conquest


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BUILDING VALUE IN WHAT WE SELL

The Outbound call is the ______________ part of the BDC. This Activity is

critical to the department’s ____________ and is truly how the department

becomes a _______________ _________ in the dealership. All BDRs need to

__________________ and feel ________________ in this activity

BASIC OUTBOUND STEPS

1) Be Prepared

2) Verify

3) Green Light

4) Introduction

5) Reason for Calling

6) Set a Solid Appointment

7) Confirm Appointment in Writing

8) Up sell Non-maintenance items

9) Conclude the Call


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OUTBOUND STEPS DEFINED

1) BE PREPARED

Always know _____________ we are calling the customer

Review the _________________ ___________________:

What is required ________________________.

What is recommended ____________________.

Potential ______________ ____________ from the past

Research for Potential open _______________ (Manufacturer website)

Review the customer record for:

_______________ phone numbers

_______________ address

2) Verify

Make sure you are communicating with the _________ person:

“Good Morning, May I speak with (Customer name)?”

“Hello is (Customer name) in today?”

If you are unsure about the pronunciation of their name, ___________!

“Am I ____________________ that correctly?”

Repeat their name correctly and show respect.


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3) GREEN LIGHT

The reason to go for the “Green Light” serves _______ purposes:

_________________: Starting the call with a _____________ allows for

Better control since the customer is _________________ to your lead.

_________________: Getting _________________ to move forward.

Examples

“Am I ______________ you at a good time?”

“I hope I’m not ___________________ anything important?”

“Is this a ____________ time?”

Potential Responses

Green Light: ”_____________” or even “__________________?”

Red Light: ”_____________” or even “__________________________?”

Red light response:

“No _____________, What I have to say is _______________, but

Certainly not _______________, whne would be a better time?

Later this _________________________ or ___________________

This _________________?”

4) INTRODUCE YOURSELF

“This is (name) from (Dealership).


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5) REASON FOR CALLING

There are only two reasons we call: “The reason I am calling is to …”

____________ _____________:Customer Satisfaction

____________ _____________: Build the Benefit on why the

Service. Why _____________, and why __________________!

While you are speaking with the customer, be sure to verify and obtain

_________________ information.

While you are speaking with the customer, take advantage of the contact

and verify and/or obtain customer ___________ as identified in step 1,

(______ ___________). This step is ____________! Regardless, even if

Service somewhere else they…..

Own the vehicle: Position ____________ for follow up

No Longer __________: ask “Do you ______________ who

is driving the vehicle?”

Also, If something new and you service it,

“Were you aware that we can ____________ you maintain that vehicle

As well?”


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6) SET AN APPOINTMENT

________________ attempt to set a ________________ _____________

With a specific ______________ and _______________!

The appointment must fall in line with _____________availability.

However, it must be positioned to be _________________ for the

Customer by giving them ______________.

“Let me check on our next ________________ appointment”

“What works _______________ for you….” Offer choices)

_________________ or ___________________?

_________________ or ___________________?

I have _________________ or ___________________?

Whenever a customer sets an appointment that is more than a month in the

future it is best to consider this a ______________ appointment. These are

most crucial to _____________ to _____________ when the appointment

date gets closer. When the date arrives, we must still consider the original

appointment to be _____________ even if we are ____________ to confirm

the appointment properly.


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7) CONFIRM IT IN WRITING

It is ______________ for appointments to ____________. Failure to show will

result in lost labor time that cannot be _____________.

When you combine ______________with _______________ reinforcements,

the chance of remembering the appointment ________________.

Email: “Where should I send your confirmation, to your ______________ or

_______________ email?”

Phone: “Do you have a ___________ handy? Can you write this down

please? If you need to ________________ your appointment, I can

____________ that for you. Again, my name is (name), my number is

(Number). Your appointment is (Date and time), and your _____________

confirmation code is (code).

Cell Phone: If the customer states they are driving and cannot write the

down the appointment, respond:

“Let me do this for you, I am going to call you _________ ___________ and

leave you a message. Don’t answer the ___________, I have some

_________________ information for you to _____________ ____________

at your ____________.”

The purpose of providing a confirmation code is

Raise the _____________ of the appointment

Make it easy to locate the ___________________.

If your system does not provide a confirmation number create your own.

The ________ Number, ___________ of the VIN, ___________date


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8) UP SELL NON-MAINTENANCE ITEMS

This is a quick positioning of items designated by Management and typically

not _______________ items.

“Before I _______________ _____________ _____________, can I

ask…..”Are your ____________________ _____________ properly clearing

off your windshield?”

With spring almost here, would you like to take advantage of our

_____________ ______________ _________ that starts at (price)?”

As we approach the _____________ and __________________ for winter,

are your floor mats _____________, or are the _____________? We have

mats starting at (price)

I see that you are about ready to _____________ your ______________

______________. Have you made provisions to maintain ______________

coverage when that happens?”

Keep in mind, when up-selling non-maintenance items, you must be able to

complete everything in the _____________ time slot. In example, do not sell

a detail at 4:00 pm if it takes 3 hours and the detail department closes at 5:00.

CONCLUSION

“Thank you for ____________ with (Dealership)”

Consistent _________________

This is what _________________ wants.


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SAMPLE

OUTBOUND CALL


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THE OUTBOUND CALL

Before you call the customer , first review their service history including last visit

date, mileage, and service recommendations. Check for missing customer infor-

mation and run through recall check.

VERIFY “May I speak with (Customer Name)

GREEN LIGHT “Did I catch you at a good time?”

INTRO “This is (name) with (Dealership)

REASON “I am calling in regards to your (year) (model)”

—> If customer has worked with a specific Advisor in the past

“(Advisor) asked me to give you a call. The last time that you

were in for basic service was (date) and based upon the time

(or miles) you are most likely due for your next maintenance

service. Can I ask how many miles you have on your vehicle at

the present time?”

IF DUE: “I can save you some time right now and schedule that

for you.” —>then schedule the appointment

IF NOT DUE: “No problem, it sounds like you will be due in

(Month) I can schedule that for you now, and we will contact you

two weeks prior to make sure the day and time still fits into your

schedule. Do you prefer the early, middle or end of the week?

—> Set the appointment.


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Appointment Let me check our next available appointment. What works best

for you (offer two choices)

CONFIRM “Where should I send the email confirmation, to your personal

or work email?” OR “Do you have a pen handy? Can you write

this down please? If you need to change your appointment I can

coordinate that for you. Again my name is (name), my number is

(number). Your appointment is (Date and time) and when you

arrive just ask for (Advisor) and he/she will be ready to assist you”

OR If the customer is driving, and can not write the appointment

down respond “Let me do this for you, I am going to call you right

back and leave you a message. Don’t answer the phone and it will

be there for you when you can write it down.”

Up-Sell “Before I let you go, can I ask…”

Conclusion “Thank-you again (customer name) for servicing with (dealership)


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OUTBOUND CALL

OBJECTIONS


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HANDLING OBJECTIONS

Not every customer will say YES!

When they say no, the BDR must dig deeper.

They must uncover the Objection and build additional value in why they should be

Servicing their vehicle with US.

There is no “Silver Bullet” that will work every time. However, if a BDR just stops and says

“OK” they will not achieve the desired result of booking an appointment.

WHY US? Build value in:

(Manufacturer) Parts

Certified Technicians

Proper Equipment

Convenience Factors

Multi Point Inspections


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Phone Scripts-Outbound Call Objections

Price “What makes you say that? Have you seen a complete (service) with factory

parts advertised for less? We find ourselves to be very competitive in

pricing. I also have an alternate service that could save you money as well”

“I understand and appreciate that. Keep in mind that every dollar in

Maintenance can actually save you $52 in unwanted repair cost”

Already “I’m glad to see you are taking good care of your vehicle. That would place

Got it your next service due in (month). I can schedule that for you now and we will

Done give you a call one week before to confirm At that time you can confirm or

Change the appointment if needed”

Not Sure IF MAINTENANCE IS REQUIRED:

If it needs “Based on the time/miles (Manufacturer) does require that this is done.

It will help you maintain your vehicle and reduce potential unexpected

Breakdowns.

Give an “Let’s do this, Our alternative service is (service). Let’s get that done now.

Alternative When you come in your Service Advisor will be able to discuss any other

Option Items your vehicle may need.”


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I Don’t “No problem, with your schedule in mind, is beginning, middle or end of

Know my week better for you?” “Are Mornings or Afternoons more convenient for

schedule you?”

Still “I understand, when would be the better time to contact you? Later this

Objects morning or early afternoon?”

Do it “I am glad to see thatyou are taking good care of your vehicle. Is that

Myself Because you like working on your vehicle or are you trying to save money?”

-Enjoys working on vehicle “That is great! Keep in mind, if you are short on time or

when you need proper equipment for alignment, flushes

Etc., Keep us in mind! By the way, when was the last time

you had an alignment or tire rotation?

-Save Money “We find ourselves to be competitively priced, especially

Once you factor in getting everything you need and then

Properly disposing of the fluids”


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Bad “Can you share with me what happened?” (Allow customer to vent)

Experience “I apologize for that. I can’t change the past, but I can make sure your next

Visit meets your expectations. Will you allow me to do that?”

Still “I understand, may I ask a question? You do understand your vehicle will

Objects Need this service now, correct? All I can ask for is the opportunity to help

You maintain your vehicle. I feel confident my Service Manager will make

sure your expectations are met. If we don’t I certainly would not expect you

To do business with us again, fair enough? Will you allow me to help you

out?”

Go to My “I am glad to see that you are taking good care of your vehicle. Can I ask

Mechanic where you had it done? Was it because you think they charge less or is the

Location a little more convenient for you?”

—Determine why the customer is going-then build value in US!

Still “I understand how you feel. Actually, many of our customers who use their

Objects mechanic will still come to us for every other service. This way you still have

A Certified (Manufacturer) technician look at your vehicle and have the

Convenience of using your mechanic. I’m sure you would agree that makes

Sense doesn’t it?”


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EFFECTIVE

MESSAGING


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MESSAGING

With an understating that a BDR will leave _____________ messages that

actually talking to customers, it is ______________ that the message left is

________________!

The only objective of a message is to create a ______________ customer.

Have the customer ______________ ______________.

________________ ______________ on time.

CRITICAL FACTORS

Speak ______________ and ________________

Never speak ________________ than you can ______________.

_________________ your name.

Give your ______________ and _____________ _______________.

The content of the message must either have:

_______________: “I have a detail to review with you regarding….”

_______________: “A Recall”, “returned part”

The message should _____________ be: “I’m ___________to book an

______________________.”


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SEEKING A CALL BACK

“This message is for (Customer name). This is (name) from (dealership) and I

have some _____________ to review with you ____________ your (vehicle).

Please call me at (number). Again this is (name) and my number is (number). I

look forward to hearing back from you. _____________ ___________ please

use reference code (code), again that is code (code).

CREATE ACTION

“This message is for (name) This is (Name) from (Dealership). I am calling to

______________ your service appointment on (day) at (time) with (Advisor). IF

you need to _____________ this appointment, please call me at (number).

Again this is (name) and my number is (number). I look forward to hearing back

from you. _____________ ___________ please use reference code (code),

again that is code (code).


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TAKING THE

INBOUND CALL


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THE INBOUND CALL

The inbound calls are _______________ important. It involved much more

than just ___________________ __________ ____________-it is a process

that will ____________ the customer record and ________________ needed

services for the customer. The steps are designed to _________________ in-

teractive with the customer.

Basic Inbound Steps

1) Greeting

2) Name and Number

3) Customer Record Verification/Update

A. Customer B. Vehicle C. Address

D. Phone Numbers E. Email

4) Primary Concern

5) Review History

6) Maintenance Soft Sell/Upsell

7) Check for Recalls

8) Transportation Requirements

9) Positioning Appointment Options

10) Confirmation

11) Up-Sell Non-Maintenance Items

12) Conclusion


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INBOUND STEPS DEFINED

1) Greeting

The _______________ impression is a ___________ impression. How we

start the interaction will set the _____________ and _____________. How

the call is sent to the BDC (direct or transferred call) will _______________

what is said at the greeting. Regardless there are important factors:

_______________: Must be positive. ____________ ______________

_____________?

_______________: _______________, not fast.

_______________: Good ______________/______________.

_______________: Introduce yourself.

2) NUMBER AND NAME

When the customer calls in, they will _____________ or _______________

about the following:

I want to __________________ an _________________

I ________________ to have (service) done.

I have a ________________

This step is _______________. The BDR must take ________________ for

________________ benefit as well as for the ______________.

Generally the easiest way to retrieve the customer is by their phone number.

“May I have the ___________ number that is _________with the vehicle?”


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This question must be asked even if the customer has asked:

“Is my _____________ still under ____________?”

“When is your _______________ appointment?”

“Can I get a _________________ for …?”

Simply answering the customer’s question can _____________you from moving

forward in the process and _____________you from effectively answering the

customer. _____________, ________________, _____________ start with

“May I have the phone number that is associated with your vehicle?”

3) CUSTOMER RECCORD VERIFICATION

The customer data base is an extremely valuable __________________ for the

dealership. It is a _______________ component for the customer ___________.

If the ____________ is wrong or missing, your future outbound call attempts will

be a ____________ of time, and can be ______________ for the customer

The _______________ of questions you ask will be influenced by your scheduling

system/DMS. Regardless of sequence, the following points ______________ be

covered. Also, I you _____________ until you book the appointment, you will not

verify or update ____________ inbound calls!

________________: The ____________________ sound is any language is

________________ name!

“Hello (name)” or “Is this (name)?”

________________: If a customer has ________________ vehicles you must

identify the correct one. Also, if they ____________________ have a vehicle

that is in the system, that vehicle must be _________________.


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This is where you _____________ the customer’s name from the _________

The steps in which you do this will vary depending on the DMS/Scheduling

tool by the Dealership.

_____________: If the address is _______________, our ability to contact the

customer___________, and return postage fees are ____________>

“Are you still at (street address)?”

____________ ___________: Confirm______________ phone numbers in the

record.

USE STATEMENT-BENEFIT-CHOICE

Statement: I _____________ that we only have one/two numbers on ________

Benefit : A _______________ number helps your advisor keep _____________

informed.

Choice: What is the _________ best number, your ________ or ___________?

_________________: Confirm ___________ email address.

USE STATEMENT-BENEFIT-CHOICE

Statement: I see that we do not have an email address on file.

Benefit: It’s an _________ way for (manufacturer) to keep you ___________

about your vehicle.

Choice: Which would you prefer, ____________ or ______________


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4) PRIMARY CONCERN

_________________ is the time to ____________ the customer’s _____________

for calling.

“(Customer Name) you ______________...”

________________________

________________________

________________________

Warranty concerns generally means the customer has a ________________

and wants a __________________ repair, or they are getting ready to

__________________ their vehicle. If the customer has a problem, be sure

to ask the _______________ questions. Show sincere concern for the

customer!


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5) REVIEW HISTORY

The history is ____________ to make _____________. There are only

_______________ things that have occurred from the __________________ to

__________________:

______________________________

______________________________

To make a credible recommendation, it is important to use logical reference

points when talking to the customer:

“I _____________ in your ________________...”

“I _____________ in your ________________...”

“Our ___________________ indicate….”

Also look for past _______________ services. This will vary by system and by

dealership.

Finally, history will indicate if there has been a ________________ advisor

assisting this customer.


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6) MAINTENANC SOFT SELL/UP SELL

When a customer calls in for maintenance, there are only ____________ options:

Maintenance is ______________________.

They are _____________ _______________ _______________.

-Service was done in the ________________.

-Today’s service will bring them ____________ __________ ___________

Once you know what was done in the ______________ (mileage and time), you

can _______________ what is needed _____________. If maintenance is due,

______________ for the __________________!

The ________________ you make should be:

Based on management’s current _________________.

The ________________ as advisors would _________________.

Use the words “____________” and “____________________”.

Even if the customer has a problem, ________________ should still be

_________________. They still need their vehicle to be __________________

maintained and they will be at the dealership. Having the needed maintenance

done ______________ will actually save the customer _______________ in the

future. However if the customer is panicked, excited, or upset, then

_________________. Common sense should _________________!

Remember to use _____________ and ______________. Don’t assume that the

customer _______________ why your recommendation is important for them.

Pricing is only discussed when the _____________ discusses it. If questioned:

Use ________________ pricing

Diagnostic ____________________.


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7) CHECK FOR RECALLS

By checking ________________ vehicle, not only do you ________________ the

customer, you help ______________ the needed _____________ in the shop you

to complete the recall and __________________ specific parts.

Since this does take a _____________, ____________ the customer know what

you are doing. This will set an ______________ that a few extra moments are

_______________ from the customer and that they will receive a benefit.

“Let me _____________ one thing for ____________ with (Manufacturer)”

Once you have checked, let them know one of the following:

“I wanted to check to see if there were any recalls/product enhancements

for your vehicle. As I ______________, there are no _______________/

__________________, but I wanted to be sure.”

“I _____________ that there is a recall/product enhancement for your

vehicle, I can _______________ that for you as well.”

As a franchised dealership, _____________ ___________ can perform the recall

the independent shop _____________!

8) TRANSPORTATION REQUIREMENTS

Determining the customer’s ________________ requirements will effect when

the appointment can be ________________.

If we asked “Would you like a ___________ vehicle?” everyone would say yes!

The shop ___________ ____________ accommodate 100% ______________.

For most dealerships, properly position one of the other two options:

“Will you be using our __________________?”

“Do you already have __________________ arranged?”


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9) SET AN APPOINTMENT

________________ attempt to set a solid appointment with a specific

________________ and ______________!

The appointment must fall in line with our availability, HOWEVER, it must be

positioned to be ______________for the customer by giving them ____________.

“Let me check on our next ________________ appointment”

“What works ________________ for you…..” (Offer two choices)

_________________ OR _________________?

_________________ OR _________________?

Early in the _________________ OR _________________week?

I have _________________ OR _________________?

10) CONFIRM IT IN WRITING

It is ______________ for appointments to ______________. Failure to show will

result in lost labor time that cannot be _____________. When you combine

____________________with ________________ reinforcement, the chance for

remembering the appointment ________________.

Email: “Where should I send your __________________ confirmation, to your

_________________ or _________________ email?”

Phone: “Do you have a ____________ handy? Can you write this down

please? If you need to ________________ your appointment, I can

____________ that for you. Again my name is (name), my number is (number)

Your appointment is (day and time), and your _______________will be (name).

Cell Phone: If the customer states they are driving and cannot write the

appointment down, respond:


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“Let me do this for you, I am going to call you _________ ___________ and leave

you a message. Don’t answer the ___________, I have some

_________________ information for you to _____________ ____________ at

your ____________.”

11) UP SELL NON-MAINTENANCE ITEMS

This is a quick positioning of items designated by Management and typically not

_______________ items.

“Before I _______________ _____________ _____________, can I ask…..”Are

your ____________________ _____________ properly clearing off your wind-

shield?”

With spring almost here, would you like to take advantage of our

_____________ ______________ _________ that starts at (price)?”

As we approach the _____________ and __________________ for winter, are

your floor mats _____________, or are the _____________? We have mats

starting at (price)

I see that you are about ready to _____________ your ______________

______________. Have you made provisions to maintain ______________

coverage when that happens?”

Keep in mind, when up-selling non-maintenance items, you must be able to com-

plete everything in the _____________ time slot. In example, do not sell a detail

at 4:00 pm if it takes 3 hours and the detail department closes at 5:00.

12)CONCLUSION

“Thank you for servicing with (Dealership)


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SAMPLE

INBOUND CALL


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Phone Scripts-Inbound Call

Greeting “Thank you for Calling (Dealership). This is (BDC Rep), how can I assist you?

Number “May I have the number associated with your vehicle?

Name “Is this (Customer Name)”

Record “Hello (Customer Name) are you calling regarding your (Vehicle)

“And are you still at (Street Address)

“We have (Phone number) as a second Number is that still correct?

“I see we only have (one/two) numbers on file. A (second/third) number

Helps your advisor keep you informed. What is the next best number, your

Work or your cell?”

“I also have your email address listed as (email address) is that still correct?

—OR— “I noticed that we don’t have an email address on file. It’s an easy way for

(Manufacturer) to keep you informed about your vehicle. Which would you

Prefer to provide, your personal or work email?

Concern “You mentioned that…” -OR– “How can we assist today?”

“And approximately how many miles do you have on your vehicle?”

History “Our records indicate you were last in on (Date) and you had (amount) miles

on your vehicle.

Maint. “(Cust Name) It looks like you are due for your (Service).

Up Sell “Based on your (Miles or time since visit) I would recommend (Service)

-or- “It looks like you are up to date on (service)”

Recalls Real quick, let me check one thing for you with (Manufacturer). This will only

Take a minute.


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Phone Scripts-Inbound Call

“I wanted to check to see if there are any product enhancements for your

Vehicle. As I expected there are none at this time, but I wanted to be sure

-Or- “I see that there is a product enhancement for your vehicle. I can schedule

that for you as well.

Transp. “So I can find the best appointment time for you, will you be using our shuttle

or do you have transportation already arranged?

Appt “Let me check on our next available appointment. What works best for you?

Offer two choices—Morning or Afternoon?

-Early in the week or Midweek

Confirm “Where should I send your email confirmation, to your personal or work

Email?” -OR if no email “Do you have a pen handy? Can you write this down

Please? If you need to change your appointment, I can coordinate that for

You. Again my name is (name) and my number is (number). I have now

Scheduled your appointment for (Day and time)

Upsell “Before I let you go, are your floor mats cracked or worn?” “We have floor

Mats starting at (Price)

-OR- “Let me ask you, with winter season upon us, are your wipers properly

Clearing of your windshield?” “We can replace those for you while your

Vehicle is here and install is free.

-OR- “Let me check one last thing…” (If it is in range) “I thought so, your vehicle is

On the list of vehicles we are seeking to purchase. Can I have our Sales Mgr.

Look at your vehicle while you are here and make you an offer on it?

Conclude “Thanks again and we look forward to seeing you on (Day)


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INBOUND CALL

OBJECTIONS


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Phone Scripts-Inbound Call Objections

Can I speak The objective is to schedule the appointment for the Advisor. However the

With the question “can I speak with (advisor) must be qualified.

Advisor “Are you calling to schedule an appointment, or to check the status of a

Vehicle that is here?:

I just have “Let me assist you with that, I want to make sure I direct you to the right

Question person; can you briefly describe your question?”

—Qualify the question as problem or maintenance and book the appt.

Is this “It would be to your advantage to let us take a much fuller look at the

Covered by the issue. We would much rather bill (Manufacturer) for the repair than

Warranty? To bill you.”

Still “I understand your situation but let me ask, it sounds like you will need to

Objects have this done soon, regardless if you have it done here or somewhere else.

Let’s have our Certified Technicians take a look at the situation and provide

You with an accurate and professional diagnosis, as well as some potential

Options. What time of day works best for you?”

How “Our initial Diagnosis fee is (Cost) which is applied towards any repairs

Much? That may be needed. If there are any additional concerns your Service

Advisor will review with you the cost and amount of time needed before any

Work is performed


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What can “Our Initial diagnosis generally takes about 90 minutes once the technician

It Be? Gets to look at the vehicle. After that we can give you a better idea of what

How Long? Is needed, how long the repair may take, and if there are any additional

Charges.

Still “As I am sure you can appreciate, your vehicle is fairly complicated. For

Objects example, it has multiple computers that interact with each other. Our

Technicians are specially trained and utilize (manufacturer) diagnostic

Equipment to pinpoint the cause and correction. This can save you time

As well as money. What time of day works best for you?”

How much -This is common when the customer has had scan done at a parts store

To replace “That diagnosis actually pinpoints the circuit involved. It could be a sensor,

A sensor? A computer, broken wire, or even something as simple as a loose wire or

Connection”

Can I get —Only use this if a loaner is not available for requested repairs.

A loaner? “I am sure you can appreciate that we do not have loaner vehicles due

To legal and insurance reasons. However I understand that a vehicle is

Important for you. We do provide our preferred customers a discounted

Rate for a rental vehicle. Your cost is only (cost) per day. Would you like for

For me to arrange that for you?


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Price is “What makes you say that? Have you seen a complete (service name) with

Too high factory installed parts advertised for less?” Find out who offered service and

Get with management. “As you can appreciate, out parts are OEM parts,

What that means to you is they are designed and built to (Manufacturer)

Specifications. They also carry a (Time/Mileage) warranty for both the part

And labor which is good at any (Manufacturer) dealership in the US. You do

Not want inferior parts on your vehicle just to save a few dollars do you?”

“Our technicians are (Manufacturer) trained. Now what that means to you

Is that they have undergone strict factory training, and can quickly and

Accurately diagnose and complete the repairs that are needed on your

Vehicle.”

“Our technicians have the latest diagnostic equipment available for your

Vehicle. We can diagnose the concern and service it quickly for you!”


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JOB AIDES

CUSTOMER INFORMATION

DRIVABILITY CHECK SHEET

Name Appt Day Time

Phone # 2nd Phone#

VEHICLE INFORMATION

Year Model Approx Miles

VIN Primary Operator? YES NO

CHECK ENGINE LIGHT

REMAINS ON ON WHEN CONDITIONS OCCURS DOES NOT COME ON

PROBLEM SYMPTOMS

Engine Does Not Start No Crank Crank No Start

Difficult to Start Cranks Slowly Cranks too Quickly Other

Poor Idling Too High Too Low Rough When A/C is on

Incorrectly Initially With Elect Load Other

Other________________________________________________________________________________________________

Poor Drivability Hesitation Backfires Surging

Rough Knocking Lack of Power Other

Engine Stalling After Starting Under Acceleration When Decelerating

When A/C is on Going from Neutral to Drive Other

Miscellaneous Poor Mileage Sulfur Smell Smoke from Tailpipe

DRIVEABILITY INFORMATION

Frequency of Problem? Continuous Intermittent (______ times per __________)

Weather Outdoor Temperature Place Engine Temperature Engine Operation

Sunny

Cloudy

Rain

Snow

Hot (______)

Warm

Cool

Cold (______)

Highway

Suburbs

Inner City

Up Hill

Down Hill

Rough Road

Other

Cold

Warming Up

After Warm Up

Normal

Other

Starting

After Start

Idling

Racing w/o Load

Driving

Constant

Accelerating

Decelerating

CUSTOMER INFORMATION

NOISE-VIBRATION-HARSHNESS

Name Appt Day Time

Phone # 2nd Phone#

VEHICLE INFORMATION

Year Model Approx Miles

VIN Primary Operator? YES NO

NVH INFORMATION

What type of condition is the Customer Experiencing?

Noise Vibration Harshness (Ride Quality)

Is the condition: Constant Intermittent

When did it start? While in Service Since New

Gradually Suddenly

Other____________________________________________

NOISE: Describe the Noise

ASM:

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