How To Lock In The Appointment on the Phone

LOOK WHAT I JUST FOUND... Spent the last few days cleaning out junk files in my computer. During this I found some Gems, articles and processes I wrote back in the 90's and early 2000's. Here is a "Locking in the Appointment Phone Script" I Produced for a Major Dealer Group" I went through the scripting and added the words about "Texting". Other than that it is pretty much the way I wrote it initially, nearly 20 years ago.

It is NOT totally Original. Much of it I learned from Stuker, Traver, and the Phone Gurus of the day. NOW, the question is... "How Much of this is Still Relevant today?"

Locking in the Appointment

Face to face is the goal but you must take the customer through the steps, ultimately telephone to appointment.

· Initial contact through the Internet – you have the least amount of control. Goal is to convert the Internet inquiry, or the referred lead to a telephone call or text chat (opt-In always) or if they came in on website Chat convert to telephone or text..

· Chat- 2 dimensional conversation – no personality – phone or text, preferable phone

· Telephone- 3 dimensional – voice tones and enthusiasm and empathy become evident

· In Person (face to face) Most control but most threatening and all customers avoid this

Answer the Phone with energy, volume, clarity and enthusiasm

“It’s an incredible day at ‘Great Dealer’ Auto Mall”

“This is Jim, How May I help You?” “How May I Help You?” Is perfectly acceptable to say on a telephone conversation. (Not in Person)

“Are you calling about our advertised specials?”

“Great which one of our advertised vehicles were you calling about?”

Always assume the only reason they’re calling is to schedule a drive or an appointment.

It’s really not important to press for their name too early. Remember, they don’t like you YET…or trust you…they want to remain anonymous.

Remember: They don’t want to like you. They believe it’s to their advantage NOT to like you. Liking you is an obligation to be courteous. They don’t want to like you or be courteous YET. Don’t take it personally, “NICE them to death so to speak.

BE NICE… NO MATTER WHAT THEY SAY OR DO … BE NICE

“I can see that you feel that way.”

Energy and enthusiasm in your voice – try standing when you speak

AVAILABLE – NOT AVAILABLE

“Fantastic, we have eight of those in stock right now. When would you like to drive one?”

“If we haven’t still got that exact vehicle still in inventory, I can assure you we have many similar vehicles (Tahoes, etc.). If the equipment and options are right and the price was similar are you flexible, or is this the only car you’d consider?” (Don’t mention color unless they’re stuck on it)

“By the way, how did you hear about us? Where did you see that vehicle advertised?” (Autotrader, Facebook, etc.)

“We work by appointment here at ‘Great Dealer’.” Very important we get that concept into every opportunity during the conversation.

“We value your time and want to be sure you have a pleasant quality experience without other business interruptions.”

“I have a sales manager, Susan Johnston, available at 3:15… or is 4:45 a better time for you?” (Choice or two times, oddball times, never on the hour or half hour)

“4:45 Great, let me schedule that in Ms. Susan Johnston’s appointment book.” (Obligation)

“You’re going to be meeting with our manager, Susan Johnston at 4:45, what is your name?” “Let me spell that back to you.” I will send you an email or text confirming this appointment. (opt-in)

They say I can’t make it today…

You say… “Oh, I understand. What time tomorrow were you thinking, morning, afternoon or evening?”

“Oh, I understand, you can’t come in during the week. Our Saturday hours are________ what’s better, morning or afternoon?”

“Just so I’m clear, besides the price and the availability, what else is most important to you in making this decision?”

“If for any reason you’re running late you will call us won’t you?” (More obligation)

Never ask “What is Your phone Number?” Always say … “How Can I Reach you?

… Great! If anything changes here with our schedule we’ll be sure to let you know. How can we reach you? Is that HOME or WORK? HOME? WORK? MOBILE?

They say … “My number is unlisted.”

You say … “Oh, I understand, if I lose it I won’t be able to look it up. What is it?”

“As I mentioned, we’d like to send you some additional information, what email or text do you prefer we use?” (Send appointment and directions with your name and number)

“Martha, do you know where we’re located?” VERY IMPORTANT … also be sure to include the map directions link in the message you send them.

Don’t assume the customer knows where they are going. Men typically tell you they know when they really don’t. Ask them what route they plan to take.

Wrap Up and Recap the Appointment…

“Just so I’m sure that I understand. The most important things I heard you say is that you are looking for__________?” “You’ll be meeting with Susan Johnston at 4:45 at our main showroom located at_______________ Please call me if you’re running late at ______________ and we’ll have the ______________ ready when you arrive.