Wendy ReevesBDC Trainer

The Keys to Getting Them in the Showroom

No Show Appointments

But he said he was on his way!

Maybe he got lost…

I gave him our address.

He had an appointment before ours.

No Show Appointments3 Reasons They Did Not Show

Getting them in the Showroom

Ask for the appointment

Be sure that the customer knows 3 things

Confirm your appointment and follow up!

Ask for the appointment• Ask for the appointment early on in the conversation.• If you don’t ask for it, you’re never going to get it.• When you do get it, get off the phone!

Be Sure of 3 ThingsCustomer knows he is coming

Customer knows to bring

Customer knows he is asking for

Confirm the appointment• Confirm appointment• Confirm permission to text and email address• Follow up when customer is late or misses his appointment

Appointment RulesSame Day, Next Day, Day After?

Authorization Code?

Write it Down?

Call if Running Late

Tips for Success

Understand Your Customer

Phone Skills

Follow Up

Understand Your Customer

Read

Listen

Understand mindset

Don’t build barriers

Phone Skills4 Obstacles to Overcome:

Establishing V2V Contact ConversionShowsFollow up

Establishing V2V Contact

What to Say

What NOT to Say

How to Listen

Conversion

What to Say

What NOT to Say

How to Listen

ShowsWhat to Say

What NOT to Say

How to Listen

Follow UpWhat to Say

What NOT to Say

How to Listen

The Best of the ThreeWhat to say: • Talk, relevance

What Not to say:• Don’t read

How to Listen:• Respect

Consistency is Key

Follow your word tracks Avoid complacency

Thank You.

For More Information:

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