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10 Cards in this Set
- Front
- Back
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1. Meet n Greet / Counsel / Qualify
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*Good first impression
*Smile *Welcome them and thank them for choosing us. *Handle "put offs", either / or questions. *Needs assessment *How they use it *Alternate choice *Hoping to accomplish *Offer water/drink *Big funnel and vague options to keep choices open. *Early TO *Intro to receptionist *Give cell phone. *LOG CUSTOMER!!! |
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2. Vehicle Selection
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*Show them the sea of cars
*Start at entry level and move up *Offer alternate choice *Establish monetary value *Systems check *Build value. |
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3. Demo Drive
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*Did all parties drive
*Mental ownership *Hwy and city? |
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4. Trial Close
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*Sold Lane
*Scale of 1-10 *Provide information *5 minutes of your time and I will learn the rest. |
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5. Service Tour
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*Intro to Advisor
*Hours *# of bays *5 Star *Shuttle Service *WiFi *State of the Art Facility *$199 maintenance |
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6. Trial Close
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*Service Here
*Easy to do business here. *Cost of ownership savings *Build value in Hendrick Dodge. |
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7. Write Up
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*Trade Assessment
*Source Card *Credit App *Set up and confirm commitments |
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8. Close Deal / TO to Finance
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*Stay with your customer
*Move Quickly *Set up expectations for Finance and Delivery *<strong>Under Promise/Over Deliver</strong> |
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9. Delivery
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*5 Star Deliver Checklist
*Set Presets from trade in *Make sure customer knows how to operate *No further questions *Watch them take delivery |
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10. Follow Up
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*Call their home phone and leave a message immediately after delivery and thank them.
*Follow up Day 1, 3, 7, 14, 30. |
