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.”
- Calls being routed to main
receptionist:
- “Thank you for calling the
online sales department of ABC Motors. Our online manager today is
_____________. Please allow me to transfer you to her.”
- “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?”
- Calls being routed to
online department or to a business development center:
- “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?”
- “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?”
|
