Sales: Thanks for calling [dealership name]. This is [your name] – and you are? (Coaching point: Make sure you give your name twice at the beginning and at the end. These are the times customers best remember the information.)

Caller: Todd Wells. I was looking at the 2003 Acura RL you have advertised. Can you tell me more about the car?

Sales: Yes, I sure can. But, Todd, I should check first to make sure that it has not been sold. Is this the specific car you are interested in, or are you looking for the best one like it? (Coaching point: Asking the customer in this way opens the door to look at other cars in stock.)

Caller: This one.

Sales: Let me check. May I put you on hold for a few seconds?

Caller: Yeah.

Sales: I have great news. There have been some calls, but no one has left a deposit. Did you print out the ad for the RL? Shift gears: You want to confirm the dealership location and appointment time and who is coming with the caller.

Sales: Do you know where we are located on [street name]?

Caller: Yes.

Sales: Great. Well, we need to set a time for you to road test the Acura. What time would work best for you: 5:15 p.m. or 5:45 p.m.? (Coaching point: Make your appointments on the 15 minutes after or 15 minutes before the hour. Customers then feel they will only spend 15 minutes with the sales consultant, helping them to keep the appointment.)

Caller: Well, 5:45 p.m. would work, but can you tell me more about the car?

Sales: Yes. (Review specifications sheet.) Wow! This car is loaded. It has power windows and power seats; there really is quite a list. What specific equipment interests you most? (Coaching point: When the customer asks about the vehicle’s equipment, answer by reading a few items from the list. Then stop and ask the customer about their priorities. You accomplish two things: First, you do not have to read a list that may not have any appeal to the customer. Second, you now know some of the hot buttons that will affect the customer’s perception of the vehicle’s value vs. concerns about its price.)

Caller: Does it have a sunroof and tinted glass?

Sales: Yes, it does. So, I can expect to see you around 5:45 p.m.? Will anyone be joining you? (Coaching point: Asking if anyone will be joining the caller goes back to an old question when desking a deal: Is everyone here that needs to be here to buy a car?)

Caller: My wife.

Sales: Great! She is certainly welcome to drive the car, too. In the meantime, I will have the 2003 Acura RL we discussed in front of the dealership at 5:45 p.m., washed and ready for you and your wife to inspect and road test. Be sure to bring the print out with my name, Mark Stephens, and phone number on it. Also, as a courtesy, would you please call me if you get delayed? I will return the courtesy. What are your work and cell phone numbers? That way, if I miss you at work, I can still catch you. (Coaching point: Closing with a summary that recaps the conversation allows you to give your name a second time while providing a good reason for you to collect additional phone numbers.)