Wendy ReevesBDC Trainer

The Phone is Ringing…Why Aren’t There Any Customers

in the Showroom?

5 BDC obstacles to hurdle

3 Things to Remember

Establishing V2V Contact

ConversionShowsFollow up CSI

What to say

What NOT to say

How to Listen

What to say

• Inbound or Outbound V2V

• Voicemails

• Text Messages

• Emails

What NOT to say

• V2V

• Voicemails

• Text Messages

• Emails

How to Listen • V2V

• Voicemails

• Text Messages

• Emails

What to Say • Identify

• Is now or later…?

• “I see it happen every day!”

• Tell you what…

What NOT to Say

• Sell the appointment, not the car!

• Absolutely we can!

• That vehicle is/is not available. Period.

• No, you don’t need.

How to Listen • Ask, Answer, Ask.

• I went to three dealers and they said.

• Nothing I liked on your website.

• I don’t want to sit there all day.

What to Say

• Landmarks

• Go inside.

• Email address? Text?

• You will, right?!

What to Say (Late Appointments)

• Are you lost?

• Let me know either way.

• Waiting to assist you.

What to Say (Missed Appointments)

• Day 1 • Can’t wait to hear

• Day 2 and beyond • Same time?

What Not to Say

• Just stop in.

• You can, same day.

• Definitely.

• I can’t, he has to.

How to Listen • What if I don’t …

• I’ll try to make it.

• Do I have to?

• I’ll remember.

What to Say • Thank you.

• That’s terrific!

• I’ll send you an email

What Not to Say • No barriers

• Sorry!

• Did he really?

• When you’re ready

How to Listen • Frame of mind?

• Why not?

What to Say • Thank you …

• How was it?

• Review Pride before and after.

• Manager follow up call?

What NOT to Say

• We can’t help you. Period.

• I’ll call you back.

• That was wrong.

How to Listen

• Impression

• Experience

• Concerns

What to say:

-Talk, relevance

What Not to say:

-Don’t read

How to Listen:

-Respect

Thank You.

For More Information:

Visit http://www.dealerstrong.com/ Call our office @ 877-811-8107