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Meet n Greet / Counsel / Qualify
- *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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Vehicle Selection
- *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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Demo Drive
- *Did all parties drive
- *Mental ownership
- *Hwy and city?
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Trial Close
- *Sold Lane
- *Scale of 1-10
- *Provide information
- *5 minutes of your time and I will learn the rest.
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Service Tour
- *Intro to Advisor
- *Hours
- *# of bays
- *5 Star
- *Shuttle Service
- *WiFi
- *State of the Art Facility
- *$199 maintenance
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Trial Close
- *Service Here
- *Easy to do business here.
- *Cost of ownership savings
- *Build value in Hendrick Dodge.
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Write Up
- *Trade Assessment
- *Source Card
- *Credit App
- *Set up and confirm commitments
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Close Deal / TO to Finance
- *Stay with your customer
- *Move Quickly
- *Set up expectations for Finance and Delivery
- *Under Promise/Over Deliver
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Delivery
- *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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Follow Up
- *Call their home phone and leave a message immediately after delivery and thank them.
- *Follow up Day 1, 3, 7, 14, 30.
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