June 2007, Volume 17
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Free Call Scripts
The phone rings.
You answer and hear
"Please welcome a
Cars.com customer."

Then what?

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DealerADvantage LIVE
Right Car, Right Price, Right Profit
Maintaining Gross on Internet Sales

July 13, 2007, Noon ET
The internet brings greater transparency to pricing and the car-buying process than ever before. Assuming you have the right process in place, however, the right car set at the right price will still drive the right profit.
Enroll Now!
Did you miss
Merchandising Matters:
Telling More to Sell More
?

Click here to read excerpts.
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Tips and Techniques
New Car Dealerships
Growth in Internet Ad Spend

Growth in Ad Spend Graph
Percent of Total Ad Dollars
NADA’s AutoExec magazine, May, 2007
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Tips and Techniques
Turn Your Cell Phone into a Sell Phone
In this month’s Tips & Techniques, find out how you can put the mobile web to work for you. You can actually turn your cell phone into a sell phone. Click here to learn how you can turn undecided shoppers into a sale.
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Used Vehicle Incoming Call Script

Scenario: Customer is calling about a specific vehicle

Call Whisper: “After the tone, please welcome a Cars.com customer.”

Sales: Hello, _________ speaking. How may I help you?

Sales: Are you interested in a specific vehicle that you found on Cars.com? Do you have the stock number of that vehicle available?

Sales: We have a number of vehicles in our inventory. Is it that one specific car that you are looking for, the nicest car you can find in that price range or the nicest one like it?

Sales:

That one specific car

Good! I will check on that one and other similar models. Are you calling from work or home?

Price range or like it

Good! I will check For the right car, would there be flexibility in price?
Good! I will check on that one and others in that price range. Are you calling from work or home?

Sales: What is the number there?

Sales: And with whom am I speaking?

Sales: Can you hold a moment?

Sales:

That one specific car

_______, it looks like we have several models that might meet your needs.

Price range or like it

_______, it looks like we have several models available in your price range.

<Be specific on the vehicles available.>

Sales: What would be a good time for you to stop by and see them?

Would ______ be okay, or would ________ be better for you?

<Make appointment times on the quarter hour—customers tend to keep them better.>

Sales: Do you have a pen or pencil handy?

Sales: My name is _________. When you come in, I would appreciate it if you ask for me by name. I have set our appointment for ___: 15. If you cannot make it, would you please call or email me? Do you know our location? I am looking forward to meeting you, and I guarantee that you won’t be disappointed. See you at ___: 15. Thanks!

<If no phone number has been given, but client gave an appointment, ask for the number now.>

Used Vehicle Incoming Call Script

Scenario: Customer is calling about used vehicles in general.

Call Whisper: “After the tone, please welcome a Cars.com customer.”

Sales: Hello, _________ speaking. How may I help you?

Sales: What type of equipment do you want?

Sales: What price range are you considering?

Sales: Good! While I check what is available, I will also check what is coming in on trade. Is it that particular type of car that is most important to you or the nicest car in that price range?

Sales: Are you calling from home or work?

Sales: What is the number there?

Sales: And with whom am I speaking?

Sales: Can you hold a moment?

Sales: _________, it looks like we have several vehicles that might meet your needs.

< Be specific on the vehicles available.>

Sales: What would be a good time for you to stop by and see them?

Would ______ be okay, or would ________ be better for you?

<Make appointment times on the quarter hour—customers tend to keep them better.>

Sales: Do you have a pen or pencil handy?

Sales: My name is _________. When you come in, I would appreciate it if you ask for me by name. I have set our appointment for ___: 15. If you cannot make it, would you please call or email me? Do you know our location? I am looking forward to meeting you, and guarantee that you won’t be disappointed. See you at ___: 15. Thanks!

<If no phone number has been given, but client gave an appointment, ask for the number now.>

New Vehicle Incoming Call Script

Scenario: Customer is calling about a new vehicle

Sales: Hello, _________ speaking. How may I help you?

Sales: What type of equipment are you looking for?

Sales: Are you looking for light or dark color?

Sales: What price range are you considering?

Sales: Good! While I check what is available, I will also check what is coming in. 

Sales: Are you calling from home or work?

Sales: What is the number there?

Sales: And with whom am I speaking?

Sales: Can you hold a moment?

Sales: _________, it looks like we have several vehicles that might meet your needs.

< Be specific on the vehicles available.>

Sales: What would be a good time for you to stop by and see them?

Would ______ be okay, or would ________ be better for you?

<Make appointment times on the quarter hour—customers tend to keep them better.>

Sales: Do you have a pen or pencil handy?

Sales: My name is _________. When you come in, I would appreciate it if you ask for me by name. I have set our appointment for ___: 15. If you cannot make it, would you please call or email me? Do you know our location? I am looking forward to meeting you, and I guarantee that you won’t be disappointed.  See you at ___: 15. Thanks!

<If no phone number has been given, but client gave an appointment, ask for the number now.>

Cars.com Call Whisper Answer Script

Call Whisper: “After the tone, please welcome a Cars.com customer.”

  1. Calls being routed to main receptionist:
    1. “Thank you for calling the online sales department of ABC Motors. Our online manager today is _____________. Please allow me to transfer you to her.”
    2. “Thank you for calling the online sales department of ABC Motors. Our online manager today is____________. However, he is assisting another customer right now. May I forward you to his voice mail for a prompt return call?”
  2. Calls being routed to online department or to a business development center:
    1. “Thank you for calling the online department of ABC Motors. My name is _______, and I am the online sales manager. How may I assist you with your Cars.com research?”
    2. “Thank you for using Cars.com for your vehicle research. I am ________, the online manager for ABC Motors. With which of our vehicles may I assist you?”
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