Professional Documents
Culture Documents
1. Introduce
Yourself Hello. May I speak with ______________? This is ______________, I am the
Customer relationship specialist from ABC OEM. Am I interrupting anything?
2. Purpose
of Call The reason I am calling is . . . first to thank you for visiting with us on _________ and
also to check up with you to see if you had any questions or concerns.
3. Review
Transaction
By the way . . . how did you like the vehicle you looked at? What did you like the best?
4. Isolate Are the figures comfortable for you? (customer responses) Repeat responses.
Objection
5. Offer
If there was one thing that kept you from feeling comfortable taking ownership of the
Alternatives
vehicle, what might that be? Repeat response.
6. Set
Appointment
If there was a similar vehicle with similar equipment that was less expensive, would
you consider it?
7. Distinguish So we can make it easy and convenient for you to see the vehicle, when would be the
Yourself best time to meet?
Today Tomorrow Give name, number
8. Validate Morning Evening and directions
Appointment 6:15 6:45
Great, we will see you on ________________ at ______________.
9. No
Appointment Great! We will see you on . . . By the way, so we can save you time, I’ll have a few
_________ (vehicles) preselected base on exactly what you have told me.
Also, do me a favor . . . if for any reason you are going to be early or late, please let
me know and if anything changes on my end I will return the courtesy.
10. General
Information
Would you like us to update you on new products and promotions as they become
available?
Best Number ________________ So we don’t interrupt you, when is the . . .
2nd Number ________________ Best Time ___________________
Preferred method of contact? __Phone __eMail __Either
When would you like to get your vehicle? __Days __Weeks __Months
Customer Name ____________________________________________
Phone (h) _______________________ (w) _______________________
Address ___________________________ eMail __________________
Sales Consultant ________________ Date_________ Time__________
Manager _________________ Manager Confirm __________________
Confirm Time ___________________ Next Contact ________________
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