Script Book - 15 (5) - Sanitized

Script
Book
- 2015 Edition -
PDS Script Book
16409A Northcross Drive Huntersville, NC 28078

1-877-452-2753 www.bdcexperts.com
2 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.
Table of Contents
Gaining Control of the Conversation
Building Value to Buy at Your Store - 10/10/10/10
7 9
Pattern Interrupts 10
Power Phrases 11
Outbound Calls
Unsold Traffic Scripts
15 16
Internet Inquiry Scripts 18
Missed Appointments 22
Appointment Confirmations 24
Referrals 26
Effective Messaging 27
Inbound Sales Calls 31
Special Financing 35
Campaigns 43
Objection Handling
Price
53 55
Payment 57
Down Payment 57
Trade 58
Selection 59
Special Financing 60
Other 61

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 3
About PDS
PDS Script Book
PDS WORKS HANDS-ON IN DEALERSHIPS
ACROSS NORTH AMERICA AND PROVIDES
TRAINING WORKSHOPS AT THE PDS
CORPORATE TRAINING CENTER
PDS Corporate Training Center in Huntersville, NC
Proactive Dealer Solutions is a training and consulting company specializing in the implementation and rehab
of Business Development Initiatives within Automotive Dealerships. As The BDC Experts, we have distinguished
ourselves as the industry leader for Automotive Business Development across the US and Canada.
We work with Dealers to increase their business without increasing their advertising budgets by maximizing
the sales and service opportunities that they currently have. We do this through a philosophy called Total
Opportunity Management by improving productivity and profitability through better structure, control and
accountability of dealership operations.
We refer to this effort as a Business Development Initiative, which is much more than a BDC (Business
Development Center). It is a total effort by the dealership as a whole to improve operations in order
to realize its full potential.

16409A Northcross Drive
1-877-452-2753 Huntersville, NC 28078
www.bdcexperts.com
4 Copyright 1-877-452-2753
2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.
www.bdcexperts.com
CONSULTING AND WORKSHOPS
BDC Central
A great starting point for an organization that wants to improve their structure, control and lead flow
accountability via web-based products and services. BDC Central includes BDC Tracker,
BDC Mentor, BDC Evaluation and BDC TN.
Consulting Services
The ideal solution for an organization totally committed to implementing and sustaining a successful
BDC Initiative. Consulting Services include in-house visits by a Performance Coach who works hands-on
with dealership staff to ensure constant improvement and increasing sales. Also includes BDC
Central, BDC Tracker, BDC Mentor, BDC Evaluation and BDC TN.
BDC Boot Camp

BDC Boot Camp is a 4.5 day workshop that provides in-depth training on call theory and techniques
coupled with LIVE phone time. Attendees make live outbound calls to their customer base
resulting in appointments, which show and buy. BDC Management is also covered.
SUPPORT PRODUCTS AND SERVICES

BDC Tracker BDC Accountability and Reporting
BDC Evaluation Monthly Call and Internet Evaluations
BDC Mentor Dedicated Account Manager
BDC TN Online Training Network
Recruiting and Staffing Assistance
Training Materials
Accountability and Tracking Materials
(Floor/Phone Up Cards, ETC.)
Download your complementary BDC Companion App
Scan to download Scan to download

from the Apple Store from the Google Play Store

PDS Script Book

Gaining Control
of the
Conversation

PDS Script Book

Building Fundamentals
10/10/10/10
Building Value to Buy at Your Store Today!!!
CREATING CONFIDENCE CREATING A SENSE OF URGENCY
10 Reasons to Buy your Product 10 Reasons to Buy from your Dealership

1. 1.
2. 2.
3. 3.
4. 4.
5. 5.
6. 6.
7. 7.
8. 8.
9. 9.
10. 10.
10 Reasons to Buy from You 10 Reasons to Buy Now
1. 1.
2. 2.
3. 3.
4. 4.
5. 5.
6. 6.
7. 7.
8. 8.
9. 9.
10. 10.
PDS Script Book
PATTERN INTERRUPTS
A Pattern Interrupt is asking a relevant question in the process of answering the customers question, thereby
altering their thought process. Using a pattern interrupt allows us to direct the conversation.
PATTERN INTERRUPTS & TRANSITIONAL PHRASES

1. Were you calling about the (Big Sale/Big Event/Promotion) ?
2. Did you find a vehicle you would like to own?
3. You dont have to buy it today, do you?
4. While I am checking on that vehicle for you, are you only interested in that vehicle, or would you also
be interested in any similar vehicles, especially if the mileage was right and we could save you some money?
5. I see my manager. Let me see if i can get that information right now. Can you hold one second?
6. Now let me ask you, will you just be adding a vehicle or trading a vehicle?
7. While I am checking on this, will you be paying cash or taking advantage of our low rate financing?
8. Have you actually driven the (vehicle of interest) before?
9. I wanted to ask, what other models are you considering?
10. Is this vehicle for you or for someone else?
11. While I am thinking about it, have you actually shopped/bought at any of the (dealerships) before?
12. By the way, do you know where we are located?
13. I have some important information for you, do you have something to write with handy? If not, Ill wait.
14. Whats the one thing preventing you from stopping by?
(Make sure to play off of their answer)

POWER PHRASES
Price Payment Down Payment Trade Selection
Price
1. If you purchase a vehicle at another location without first allowing us to show our bottom line price guarantee,
you will have paid too much. When is the best time for you to meet with my manager, today or tomorrow?
2. We are discounting many vehicles on top of their already great discounted prices. What time works
better for you, today or tomorrow?
3. The reason I want to know when to expect you is #1: with the Inventory Reduction Promotion going on,
I want you to be taken care of quickly so we can save you some time. And #2, you will be meeting directly
with the sales manager who will be giving you a bottom line price on the vehicle you would like to drive
home. Now that wouldnt be so bad would it?
4. We are the number #1 Dealer in the area and, typically, we never lose deals over price. By the way, are
you adding or replacing a vehicle?
5. We only have two jobs here, to find you the right vehicle and help make it affordable and we are the
best at both! Can we get together today or does tomorrow work better for you?
Payment
6. With the Big Sale going on, weve helped a lot of our customers get into a new vehicle with a similar or lower
monthly payment than they are paying now. Does that sound like what you were hoping to accomplish?
7. Our finance managers work with over 30 lenders to get you the lowest rates in the industry, but they will
need to meet with you personally to better understand your situation. So I can save you some time, and
help you get the best deal, when is the best time for you to come in, today or tomorrow?
8. We specialize in helping people get financed at the lowest rate they qualify for. You could be driving a
newer vehicle as early as today! What works best for you, today or tomorrow?
9. With the Big Sale and Promotion weve been able to help a lot of people get into a newer vehicle with
little or no money down and still have an affordable payment Is this something youd like to take advantage of?
10. If I could help structure a deal, where we could get into a newer vehicle with an affordable down payment
and an affordable monthly payment is it something you might consider?

PDS Script Book
POWER PHRASES continued
Down Payment
11. With the Big Sale and Promotion going on, weve been able to help many of our customers get into a new
car with little or no money down. Is that what you were hoping for?
12. With the Big Sale and Promotion weve been able to help a lot of people get out of their older vehicle and
get in to a newer vehicle with little or no money down Is this something youd like to take advantage of?
13. With the Big Sale and Promotion weve been able to help a lot of people get into a newer vehicle with little
or no money down and still have an affordable payment Is this something youd like to take advantage of?
14. If I could help structure a deal, where we could get into a newer vehicle with an affordable down payment
and an affordable monthly payment is it something you might consider?
Trade
15. With the Inventory Reduction Promotion going on, we have our Professional Buyers here on the lot
and weve seen them give top dollar for quality pre-owned vehicles. Lets get together while they are here.
What works best for you, today or tomorrow?
16. With the Big Sale and Promotion weve been able to pay people top dollar, sometimes well over
market value for their old trade in.
Selection
17. For the Inventory Reduction Promotion we have brought in 3-4 truckloads of new vehicles! Can you stop
by this morning or would this evening be better?
18. We only have two jobs here, to find you the right vehicle and help make it affordable and we are the
best at both! Can we get together today or does tomorrow work better for you?

POWER PHRASES continued
Other
19. If you can be reasonable then we can be flexible. What time works for you, this afternoon or this evening?
20. I wouldnt ask you to come here if I didnt think we could help you. What time works for you, this
afternoon or this evening?
21. Your presence in the dealership is your best leverage. So, can we get together later today or tomorrow?
22. I wouldnt ask you to come in unless I thought we could help you! By the way, do you know where we are
located?
23. Lets just make it an Information Day. What works best for you, today or tomorrow?
24. Remember If Im wasting your time then Im wasting our time and that wouldnt help either of us would it?
25. Sooner or later youre going to have to trust someone why not me, why not now?
26. I understand how you feel.
27. One of the things were really proud of is most of our business comes from repeat customers and referrals
from people just like you!
Special Financing
28. During the Big Sale, we have multiple lenders available helping people re-build and re-establish their credit.
Great timing! What works best for you, today or tomorrow?
29. Weve been able to help people just like you get approved even when everyone else turned them down.
30. We specialize in helping people just like you get into an affordable car theyll be proud to drive.
31. The most important thing is for you to have reliable transportation you can afford, wouldnt you agree?

PDS Script Book

Outbound
Calls

Unsold Walk-In Traffic Follow-Up Script

Unsold Walk-In Traffic Follow-Up Script
(Continued)

Internet Phone First Script - Specific Inquiry

Internet Phone First Script - Specific Inquiry
(Continued)

Internet Phone First Script - General Inquiry

Internet Phone First Script - General Inquiry
(Continued)

Un-Appointed Phone & Internet
Long Term Follow-Up Script

Missed Appointment Script

Appointment Confirmation Calls

ASKING FOR A REFERRAL
Can be added to the end of any script
Before I let you go, may I ask you for a small favor?
Something that we are very proud of here at (Dealership Name) is that we get MOST of our business
from repeat and referral customers, from people JUST LIKE YOU! So, who do you know, maybe a friend,
relative, neighbor or someone that you work with (or someone you have shown your new car to) who, ONE
OF THESE DAYS might be THINKING about a new or used vehicle for themselves as well?
Customer: I dont know
I know that was not the first thing you thought of this morning so let me ask you a different question. Of ALL
the people that you DO know, who would MOST LIKELY be next?
Customer: my sister, neighbor, brother, colleague etc
Really, what makes you say (your sister, neighbor, brother, colleague etc)? Have they been talking about doing
something ONE OF THESE DAYS?
Customer: Yeah, their car has been acting up
Really, when they DO begin to look, do you think they will want a new or used vehicle? A car, truck or SUV?
What color will they buy?
Customer: I dont know
You are right! I should be talking to your (sister, neighbor, brother, colleague etc). What is the best number to
reach them at? How do I spell their last name, first name? Who else comes to mind?
NOT COMFORTABLE GIVING NAMES AND NUMBERS

I understand. Keep in mind, though, all I would do is call, introduce myself and answer any questions that they
may have now. That way when the time comes, whenever that may be, I just want to let them know that I am
here should they need any help or assistance. So, as long as I dont put you on the spot or put THEM on the
spot, that would be okay, wouldnt it? Great! And the best number to reach them at is? How do you spell
their last name, first name? Who else comes to mind?
USING EMAIL TO OBTAIN A REFERRAL

I understand how you feel. Can I ask you a favor? I will send you an email with my information on it and you
can forward it to them. That way, when they do decide to do something in the future they will have a contact
here and I can make sure he gets a great deal. Fair enough?

Calling Referral Prospects

Effective
Messaging

Copyright 2015 PROACTIVE DEALER
Copyright 2015 PROACTIVE DEALER SOLUTIONS
SOLUTIONS All All Rights
Rights Reserved.
Reserved. 27
27
PDS Script Book

EFFECTIVE MESSAGING
UNSOLD PROSPECTS
Hi, this message is for (Customer Name) . This is (Your Name) and I have some really GREAT
NEWS to share with you. Please call me back as soon as possible at (Your Phone Number) , again
thats (Your Phone Number) .
Response to Whats the good news?:
Since you were here, weve had several vehicles arrive that I thought you might be
interested in and that might save you some money. We want to help you find the vehicle that
best suits you. So, is the (Target Vehicle) the vehicle you would still like to own?
OR
Since you were here last, weve received a new shipment of vehicles. Most of these
vehicles have the (Same Basic Options) as the ones you were looking at the other
day and some are actually more affordablebut before we talk about those how do you feel
about the (Vehicle) you were looking at?
Hi, this message is for (Customer Name) . This is (Your Name) and I have some IMPORTANT
DETAILS/IMPORTANT and TIME SENSITIVE INFORMATION /IMPORTANT INFORMATION
to share with you regarding your (Current Customer Vehicle) . Please call me back as soon as possible
at (Your Phone Number) , again thats (Your Phone Number) .
Hi, this message is for (Customer Name) . This is (Your Name) with (Dealership Name) .
I received your (Email/Chat/Website Inquiry) and need to clarify a few things with you quickly to
make sure I provide you the most ACCURATE information. Please call me back as soon as possible at
(Your Phone Number) , again thats (Your Phone Number) .
Hi this message is for (Customer First & Last Name) , This is (Your First & Last Name) .
Some of your PERSONAL AND CONFIDENTIAL INFORMATION has just come across my desk and
I wanted to discuss it with you before I proceed. Please call me as soon as possible at (Your Number) ,
again thats (Your Number) .
Responses:
Thank you for calling me back! The reason for my call is I received an Internet Inquiry on
a vehicle and we take identity information very seriously here at (Dealership Name) .
I wanted to verify the inquiry came from you and also determine how you wanted to
proceed. Did you submit an inquiry on (Vehicle(s)) ?
Great! I appreciate the opportunity to help with the selection of your next vehicle.
Now, were you emailing in response to our big sale and promotion?...

PDS Script Book
GETTING PAST THE GATEKEEPER
BDC: May I speak to (Customers First Name Only) ?
Secretary: May I ask whose calling?
BDC: This is (Your First Name Only) .
Secretary: What is this regarding?
BDC: Its personal.
Customer: Why are you telling my secretary that this is personal?
BDC: We consider your vehicle transaction to be a personal transaction and would not share that with
your colleagues without your permission. So, the reason I was calling..

Inbound
Calls

Inbound Sales Script - Specific Inquiry

Inbound Sales Script - General Inquiry

PDS Script Book

Special
Financing

PDS Script Book

SPECIAL FINANCE INBOUND
Thank you for calling (Dealership Name) this is (Your Name) speaking, how can I help you?
(Customer will either ask questions about the vehicle price, mileage, options or financing. Ignore question initially and
our response is always the same)
Ok, great I can help with that, by the way are you calling about our sale and big promotion.
If Yes: Great thats what I thought, its been crazy down here.
With the big sale were you hoping to establish or re-establish your credit?
If No: Really I thought thats why you were calling its been crazy down here.
If customer goes with credit question, move into pre-approval process.

If customer goes back to vehicle, price or payment issue.
Vehicle Price: I dont have that information right in front of me but I can tell you most of our vehicles are
priced somewhere between (Model & Price Range) . Is that the price range youre hoping to stay in?
If Yes: Great! Before you come all the way down here why dont we get you preapproved? We can do it right
over the phone and it takes less than 5 minutes. Would you like to do that?
If No: Really? Where were you hoping to be? (Whatever the answer, our response is always the same)
That shouldnt be a problem; I know we have a number of vehicles that fit into that range. But before you come
all the way down here why dont we get you preapproved? We can do it right over the phone and it takes less
than 5 minutes. Would you like to do that? (See Approval Process)
Vehicle Price Persists: Im sure I can find out for you, I just dont have it right in front of me and may take
10-15 minutes.
Whats the best number to reach you at? ______________________________________________

Spell your first name: _________________________________________________________________
Spell your last name: _________________________________________________________________
Were you asking about price because youre concerned about your payment? (See Payment Response)
Payments Question: Thats typically what you work out with the loan officer when you come in. But I can tell
you our goal is to get you into a comfortable payment so you can afford the loan and rebuild your credit.
Did you have a payment range you were looking to stay under?
That shouldnt be a problem at all; our goal is to make the payments work in your budget.
But before you come all the way down here why dont we get you preapproved? We can do it right over the
phone and it takes less than 5 minutes. Would you like to do that? (See approval process)

PDS Script Book
Mileage Question: I dont have that in front of me but I can find out for you. We have some great buyers here
though and they typically find low mileage vehicles; most of them range from 50k to 100k. Plus:
All our vehicles are certified and we put them through a 116-point inspection before they hit the lot.
And all our vehicles come with a FREE Warranty, which covers the Power Train and Transmission for 12
months and guarantees your AC blows cold!
Any time the customer pushes back say the following:
Im sure I can find out for you, I just dont have it right in front of me and may take 10-15 minutes.

Spell your last name: ________________________________________________________________
Approval Process
I can get you approved right over the phone, it will take less than 5 minutes and I just need some basic information:

Best Daytime number: _________________________________________________________(H/W/C)
Next Best number: ___________________________________________________________(H/W/C)
Where do you currently live; get physical address: Do you Own or Lease? __________________________
_________________________________________________________________________________
How long have you lived there? _________________________________________________________
Where do you currently work; get name and location: _________________________________________
_________________________________________________________________________________
How long have you worked there? _______________________________________________________
Whats your gross monthly income, before taxes? _______________________________________
Do you have two bills, like phone or electric, from you house in your name?_Yes / No
Do you have your most recent paystubs? _______Yes / No______
Hold onLet me see what I can do you!

Appointment Process
Great news! Based on the information youve given me, youre pre-qualified for most of our programs.
Now, to finalize the approval process I need to set up a time for you to come in and select the vehicle you
think youd really like to own.
Do you have a pen handy, if not Ill wait? (Wait for them to say they have one)
Ok so your pre-approval code is (Everyone gets the same code). Be sure to write it down.
Now what that code means as long as you bring in all your paperwork, which we discussed earlier, and
everything matches up, we can definitely get you driving!
So write this down and be sure to bring everything with you. Are you ready?
Most recent paystubs
Two bills in your name, which match the residence
Your down payment
Thats it!
Did you want to come in this morning or this afternoon, so we can get you driving?
What works better (give choices)?
(Give customer a few time options, whats better this afternoon or this evening, if possible and ensure they
write down appointment date and time.)
Now do you know how to get here? (Give directions)
Im also going to send you an email that goes over everything weve talked about and it will have directions to
our location and contact info.
Whats your email address? ________________________________
Ok I have you down for (repeat appointment time) I am going to call you to confirm, however if something
changes and you cannot make it would you mind giving me a call to let me know? My direct line is (Give your
name and number)
Great youre all set! We look forward to seeing you soon and get you driving in something nice!!
Re-Enforce Appointment
Ok I have you down for (repeat appointment time) I am going to call you to confirm, however if something
changes and you cannot make it would you mind giving me a call to let me know? My direct line is (Give your
name and number)
We look forward to seeing you soon and getting you driving in something nice!!

PDS Script Book
SPECIAL FINANCE INTERNET PHONE FIRST
May I speak to (Customer Name) ?
Did I get you at a bad time? This is (Your Name) from (Dealership Name) . I work in the Internet
Department. I recently received your email inquiry and I have a couple of questions that I would like to clarify.
Are you e-mailing us about our (Big Sale/Big Event/Promotion) ?
If Yes: Great thats what I thought, its been crazy down here with the big sale, were you hoping to establish or
re-establish your credit?
If No: Really I thought thats why you Emailed its been crazy down here.
(If caller indicates theyre an existing client, wishing to trade or add an account, inform them youll have to pull their file,
review their account and determine what options are available to them)
If customer goes with credit question, move into preapproval process.
If customer goes back to vehicle, price or payment issue
Vehicle Price: I dont have that information right in front of me but I can tell you most of our vehicles are
priced somewhere between (Model & Price Range ) . Is that the price range youre hoping to stay in?
If Yes: Great! Before you come all the way down here why dont we get you preapproved? We can do it right
over the phone and it takes less than 5 minutes. Would you like to do that?
If No: Really? Where were you hoping to be? (Whatever the answer, our response is always the same)
That shouldnt be a problem; I know we have a number of vehicles that fit into that range. But before you come
all the way down here why dont we get you preapproved? We can do it right over the phone and it takes less
than 5 minutes. Would you like to do that? (See approval process)
Vehicle Price Persists: Im sure I can find out for you, I just dont have it right in front of me and may take 10-15 mins.

Were you asking about price because youre concerned about your payment? (See payment response)
Payments Question: Thats typically what you work out with the Customer Care Manager when you come
in. But I can tell you our goal is to get you into a comfortable payment so you can afford the loan and rebuild
your credit. Did you have a payment range you were looking to stay under?
Whatever they say: That shouldnt be a problem at all; our goal is to make the payments work in your budget.

Mileage Question: I dont have that in front of me but I can find out for you. We have some great buyers here
though and they typically find low mileage vehicles; most of them range from 50k to 100k. Plus:
All our vehicles are certified and we put them through a 112-point inspection before they hit the lot
and we do a final inspection prior to you taking delivery.
And all our vehicles come with a FREE 12 Month Power Train/Transmission Warranty
And your AC is guaranteed to blow cold!
Any time the customer pushes back and wants specific info, say the following:
Im sure I can find out for you, I just dont have it right in front of me and it may take 10-15 minutes.
Asking for the Referral

Before I let you go, do you mind if I ask you for a small favor?
One of the things were really proud of here at Alegria Auto Sales is we get most of our business from repeat
buyers and referrals, from people just like you.
So who do you know. A friend, neighbor, relative or someone youve spoken to recently who may also be
thinking about a newer car, truck or van?
I cant think of anyone right now: I understand. Thats a tough question. Let me ask you an easier one. Of all
the people you do know whos most likely to be in the market next?
Who comes to mind first?
I really cant think of anyone:

Hey thats okbut if you do think of someone keep in mind we do have a referral program where you can
make some money.
We call it ___________________________.
Everyone you send us who buys, we pay you $100
Even if you dont purchase from us well still pay you $100 for everyone you refer
Sounds Great Right!!!! So who comes to mind?
Calling the Referral

I recently had the opportunity to help a friend of yours, (Customers Name) , and as we were talking your
name came up as someone who was thinking about getting into a newer vehicle themselves. Is that true?
Qualify to wants ands needs. Build value in (Dealership Name) and finance programs.

Credit Challenge Outbound CAL

Inbound Sales Script - General Inquiry
Proactive
Campaigns

Used Car Buy Back Script

Sale Be-Back Script

Finance Termination/Lease Renewal

Equity Script

Auto-Trader TIM Script

Auto Alert /Equity/Smart Payment

Buying Service Script
(Edmunds, True Car, Cars.com)

Trade Value Request Script
(Edmunds, True Car, Cars.com)

Objection
Handling
16409A
16409A Northcross
Northcross Drive
Drive Huntersville,
Huntersville, NC
NC 28078
28078
1-877-452-2753
www.bdcexperts.com
Copyright
Copyright
2015
2015 PROACTIVE
PROACTIVE DEALER
DEALER SOLUTIONS
SOLUTIONSAll All Rights
Rights Reserved.
Reserved. 53
PDS Script Book

OBJECTION HANDLING/REBUTTALS
PRICE
Is that because it is more than you wanted to spend, or have you seen a similar vehicle advertised at a lower price?
More than wanting to spend: Does it have to be new/as new as a (Year)? The only reason I ask that is
because we have a number of other low mileage vehicles on our pre-owned lot, which could save you
several thousand dollars. Is that something you might consider? We need to get back together. When
are you more available? This afternoon or this evening?
Another dealer for less: Did you receive that price from a manager in writing or from a salesperson
verbally? The reason I asked is that we go up against our competition at least 10 times a week, and
9 out of 10 times we beat their deals. Now, I am sure that would earn your business, am I right? We
need to get back together. When are you more available? This afternoon or this evening?
The Starting/Sale Prices are ($ State Price) and it can go up from there depending on how fancy you
want. You will definitely be able to save a lot of money during our sale right now. By the way, have you had
an opportunity to test drive the (Vehicle of Interest) ?
If Yes: Great what did you most like about it?
If No: Well I can understand how important price is but what is more important right now is making
sure we have the right vehicle.When would be a good time for us to get together, daytime or evening?
If I could talk to the management team here at (dealership) and we could do better on price would you still
consider doing business with us? Have you meet directly with my sales manager to see if we cant give you
a better price. So, when would you be more available, in the daytime or the evening?
Mr/Mrs (Customer Last Name) , I just asked you, if we could do a little bit better on the payment, that
youd give us another shot. So I need to set up a time for you to meet directly with one of my managers to get
you (more money for trade/ Better Price/ Better Payment/ or different options). So, you know your schedule
better than I do, when can you make it back out to the dealership this week?
In other words, if I understand what you are saying.if we can find a way to make that vehicle more
affordable for you, you would come back in and take it home with you, am I right? We need to get back
together. When are you more available? This afternoon or this evening?
Are you paying cash or taking advantage of our low rate financing? (if financing) I am glad you said
financing! There are at least 5 variables to a monthly payment! We need to re-visit all of those variables
so we can come up with a solution to meet your budget. Can we get together as early as this afternoon
or would this evening work better for you?
Im glad you said the price. There are several ways to affect the price. One way to lower the price of the
car you are considering and another is to get more for your trade. In fact, right now during the Big Sale,
we
have Independent Buyers on the lot who are putting top dollar into trades. Are you familiar with what an
Independent Buyer is? Well, an independent buyer deals directly with the public, and can sometimes offer
more for a vehicle than we could. If my independent buyer could get you top dollar for your trade, is
that something that you might consider? We need to get back together. When are you more available? This
PDS Script Book
I understand how important price is to you, but it is not normally the only criteria for a customers decision.
One thing is for sure, price at (Dealership Name) is the easy part of our job because we are the #1
Dealer in the area and we didnt get that way without being #1 on price! What time works for you..this
There is no such thing as best price over the phone! There are generally two prices that are given out over
the phone. The first price is known as a low ball price just to get you through the door. Then when you
get down to the dealership there are several reasons why they wont honor that price. The second price is
a very conservative price, generally MSRP and very much in favor of the dealership. Youre not interested
in either of those prices, youre interested in the best price, am I correct in saying that? Thats why you need
to sit face to face with our senior manager so we can provide you with the price youre looking for once
you have selected an actual car that you are committed to purchase. Your presence in the dealership is
your best leverage. What time works for you..this afternoon or this evening?
According to our most recent ad, we have (vehicle)s advertised for as low as ($ State Price) . It depends
on the exact vehicle you select, the rebates you qualify for and whats available when you come in. By the
way, are you adding or replacing?
How long do you plan to keep this vehicle? That is a long time. I really hate to see you get in and out of
that vehicle for the next (Number of Years) years wondering whether you bought the right vehicle, at the
right price and at the right dealership. Lets just get together to look at your options before you make that
big decision. What time works for you..this afternoon or this evening?
Mr./Mrs. are you interested in getting the lowest ($ Price/Payment) over the phone or are you committed
to getting the lowest ($ Price/Payment) when you actually take delivery of your vehicle? Thats right!
Anybody can provide you with a low number over the phone but youre committed to the lowest price when
you take delivery of your vehicle, am I correct? When can you come by, later this afternoon or this evening?
No problem, price is the easiest part of my job! Now, as youre probably aware, the best price always come
from the manager, and hes actually making the best deals with the people who are here right now. Thats
why I want to set up to work directly with him, so you can get the absolute best price, and we wont waste
any of your time. When would you be more available to come in and meet with him, (Offer Options) ?
We realize people spend a lot of time shopping Online, and if we want to remain competitive, we cant
afford to advertise our second best price. Because of this our vehicles are priced very aggressively from the
start, Im sure thats why you called about the vehicle because you recognized that its great price. With
the sale, if you have a reasonable offer, I know my manager is flexible. When would you be more available
to come in and take a look at it, today or tomorrow?
With the Big Sale & Promotion going on, my manager is working the Best Deals with the customers that
are here. I am confident that if you can be reasonable he can be flexible. When are you more available to
come to sit down with him, later today or tomorrow?
Its not that I dont want to go over pricing, however there are so many programs available, some you may
qualify for, and others that you may not. The last thing that I want to do is make a THOUSAND dollar
mistake, in either direction. Thats why when you come in, youll sit directly with my manager wholl be able
to give you the most accurate, best price available to you! So when is a good time for you to come in?
Is today good, or is tomorrow better?
PAYMENT
If I could talk to the management team here at (dealership) and we could do better
on payment would you still consider doing business with us? Great!! Heres what we need to do. I need
you to come back out and speak to one of my finance managers to see if we cant get a better rate or
better terms. So, when would you be more available, in the daytime or the evening?
Mr/Mrs (Customer Last Name) , I just asked you, if we could do a little bit better on the payment, that youd give us
another shot. So I need to set up a time for you to meet directly with one of my managers to get you better payment.
So, you know your schedule better than I do, when can you make it back out to the dealership this week?
Thats great question! As Im sure youre aware, there are many factors that to into determining a monthly
payment not the least of which is the vehicle you select, and of course you own personal credit
information, which is your business. During the sales though, weve been very successful at helping people
get into vehicles at a payment within their budget, and a lot of the time with little to no money down.
Is that what you were hoping to do?
I tell you what, that sounds reasonable to me! Normally I wouldnt think so, but with the Big Sale right now
my manager has been very aggressive at making deals. In fact, weve been very successful at helping people
get into vehicle at a payment within their budget, and a lot of the time with little to no money down. Is that
what you were hoping to do?
DOWN PAYMENT
That is a great question! See, down here at (Dealership Name) , we specialize in getting people low rates.
Let me explain how we do that. First of all, we shop 30 to 40 lending institutions just to get you the
most competitive rate. There are only a couple of variables. The first is your Credit Rating, which is none
of my business. That is confidential between you and my Business Manager. The other variable is the
stock number of the vehicle you choose once you visit us. So when is a good time for you to visit our
dealership to pick out that stock number, so I can get you together with my Business Manager to get
you that low rate? Are you more available this afternoon or this evening?
According the current incentives, rates are starting as low as ($ State Price - %) . It obviously depends
on the vehicle you pick out and your credit, which is confidential between you and my Business Manager.
So, when can you stop by to lock in that low rate? This afternoon or this evening?
Actually, most of our programs (excluding leases) require zero down. Is that what you were hoping to accomplish?
I tell you what, Ive had a lot of customers ask me that lately, and weve been able to help a lot of them. As
part of the Big Sale, we work with over 30 different lenders to help get you into a vehicle with little to no
money down and a payment you can afford. Is that what you were hoping to do?
Im glad you asked because I think I can help you. As Im sure youre probably aware, there are many factors
to getting someone approved for a loan, not the least of which is the vehicle you select when you come
down and of course our own personal credit history which is non of my business, and we typically dont
take that information over the phone in order to protect your privacy. That being said, as part of the Big
Sales, we have special lender onsite who are helping people get into vehicles with little to no money down
at a payment they can afford. Is that what you were hoping to do?

PDS Script Book
TRADE
Im glad you said your trade because that is one of the main reasons I called. Right now, during the Big Sale,
we have Independent Buyers on the lot who are putting top dollar into trades. Are you familiar with
what an Independent Buyer is? Well, an Independent Buyer deals directly with the public, and can sometimes
offer more for a vehicle than we could. If my independent buyer could get you top dollar for your trade, is
that something that you might consider? We need to get back together. When are you more available?
This afternoon or this evening?
Why do you say that? Is it because you have seen a similar vehicle advertised for more or has another
dealer offered you more? Was that price authorized by management in writing or by a salesperson verbally?
The only reason I ask is because my manager said just this morning that he was going to get very aggressive
on making deals. If you could work with him directly, and we could get closer to where you wanted to be,
is that something you would at least consider? We need to get back together. When are you more available?
Are you looking for the most money for your trade, or the overall best deal on the vehicle you looked at
because I think I can help you either way. We need to get back together. When are you more available?
During the sale, we have Independent Buyers here helping us get top dollar for trade-ins. These Independent
Buyers deal directly with the public, are sometimes able to offer more for trades than we could. If we could
get one of buyers give us more money for your trade, and we were able to get closer to where you
wanted to be on this deal, is that something you would still consider?
You know something, Im not really sure who looked at your vehicle. I think it was only one of my managers.
We normally like to get all of our managers to appraise vehicles to make sure we are able to give you top
dollar. When you are able to bring that vehicle back in so we can get another look at it?
If I could talk to the management team here at (dealership) and we could do better on your trade would
you still consider doing business with us? So I need to set up a time to have you meet directly with my
sales manager to see if we cant give you a better price. So, when would you be more available, in the
daytime or the evening?
Mr/Mrs (Customer Last Name) , I just asked you, if we could do a little bit better on the trade, that youd give
us another shot. So I need to set up a time for you to meet directly with one of my managers to get you more
money for trade. So, you know your schedule better than I do, when can you make it back out to the dealer-
ship this week?
What type of vehicle? What year? (2-3 Qualifying Questions) . Thats great. My used car manager is
always looking for quality pre-owned vehicles in any shape. Often, they are able to put above market value.
When was the last time that you had it professionally appraised? I know he would really like the
opportunity to take a look at it..when can you bring it by.later this afternoon or this evening?
What we have found is that if we give you a trade value over the phone and it is too high then you will
come here and feel misled and mad. If we choose to be conservative then you may not even come at all. So,
most customers agree, that it is impossible for us to offer you an ACCURATE value of YOUR vehicle
without seeing it and driving it. That being said, can you bring it by this afternoon or this evening?

You must have some sort of idea of what you want for it, am I right? Did you see that price online or see
another vehicle priced for that? Print what you have and bring that with you. We have some Independent
Buyers out during our sale. Have you heard of buyers before? What they do is buy the majority of their
inventory from large dealers like ours and, in some cases, can offer more for a vehicle if they can use it in
their inventory. That being said, can you bring your vehicle by this afternoon or this evening?
SELECTION
Because of the big sale our website is having a hard time keeping up with all the cars that are coming and
going. Not everything thats available is Online and not everything thats Online is still available. Thats why
I checked with my manager because he knows what inventory is available to come take a look today or
would tomorrow be better?
Are Your Vehicles Online? (only use after hold)

Certainly. however. because of the Sales Event were having right now our website is having a hard time
keeping up with all the cars coming and going. Not everything thats available is Online and not everything
thats Online is still available. Thats why I checked with my manager because he knows the inventory is
available right now, and like I said he told me we have a great availability of what youre looking for. Would
you be available to come take a look today or would tomorrow be better?
Too Many Miles

I see. You have obviously placed a mileage restriction on yourself. How many miles does a vehicle like that
need to have for you to have any interest in it?
The reason Im asking is that higher mileage typically reflects a slightly lower prices and slightly lower
mileage reflect much higher prices. While Im checking, whats more important to you, price or miles?
Particular Year Range

Okay, now let me ask you, are you interested in that/those years because theres something about they
made the vehicle in that/those years, or is it because you have certain budget in mind that youre hoping
that/those years might help you accomplish?

PDS Script Book
SPECIAL FINANCING
Customer Wants Specific Information About Approval
Due to Privacy Laws our call back only indicates Declined or Pre-Approved. And like I said you are pre-approved!
When you come in and meet with our (Sales Manager) , hell review the terms of the loan and vehicles
you qualify for. When are you most available to do that today or tomorrow?
Customer Wants To Know If Theyre Approved On A Specific Vehicle

Our goal is to get you into that vehicle, but in the event it doesnt workout we do have similar vehicles for
you to consider. When are you most available to see all of the vehicles that meet your needs?
How Much Do I Have To Put Down?

We dont required a certain percentage as a down payment. We let our customers tell us, on the application,
whats comfortable for them as it relates to down payment and monthly payment. If we can make those
numbers work for the vehicle you like then we absolutely will.
Cash Car Calls

We do have cars available, is there anything specific youre looking for?
Regardless of what they say: We usually have several available, let me check what we currently have, is
therea certain range youd like to stay under?
Regardless of what they say: Ok great. Let me check it should only take 10-15 minutes. Are you calling
from home or work or cell? Whats that number? Spell your last name? First Name?
Calling Back The Cash Buyer

Great news. I spoke with my manager and he said we do have several cash vehicles available. But keep in
mind it is literally changing by the hour so youll need to come in and see whats currently in stock. When
can you make it in this afternoon or later on this evening?
Am I approved?
Well obviously there are no guarantees. Aside from credit we still need to pick out a vehicle and that is a
major factor, but I gave the finance manager all of you information, and he feels good about moving forward.
During this sale, weve actually been able to help a lot of customers with challenged credit get approved
and get into a vehicle, and a lot of times we can do it with little or no money down. Is that what you were
hoping to do? Great, so when would you be more available...?
I wouldnt ask you to come all the way down here if I didnt think we could help you. Can you make it today
or would tomorrow be better?

OTHER
Bad Experience
I apologize for any misunderstanding. I know my (General Mangers Name) would want to meet with
you personally. So, would you be more available to stop by this afternoon or this evening?
Decided To Wait/Stall Response

Oh really, is that because you didnt find the right vehicle or didnt find the right price?
No Vehicle: What about the vehicles that we showed you did not meet your requirements? Thanks for
sharing that with me. So, if we were able to find a vehicle that would better meet your requirements, we
would probably be a lot closer to a dealam I right? We need to get back together. When are you more
available? This afternoon or this evening?
Not right price: Go to price rebuttals
Customer wont give a reason: Thats OK, its a big decision youre making! However, when you do decide
to do something in the future, will it still be a (vehicle)?
If Yes: Great! Then I can only assume there was something about the information that we provided you
that did not meet your requirements? Thanks for sharing that with me. So, if we were able to find a vehicle
that would better meet your requirements, we would probably be a lot closer to a dealam I right? We
need to get back together. When are you more available? This afternoon or this evening?
If No: What was it about the vehicle we showed you that did not meet your requirements? Thanks for
sharing that with me. So, if we were able to find a vehicle that would better meet your requirements, we
would probably be a lot closer to a dealam I right? We need to get back together. When are you more
available? This afternoon or this evening?
Customer insists on waiting: Too bad you are not in the market nowwith the big sale going on
(re-motivate with promotional activity)
If customer is NOT ready to buy: Too bad you are not in the market now.with the big sale going on.
however, have you set up any kind of time frame for yourself to make a final purchasing decision? (set phone
call for your next contact)
Still Shopping/Looking At Other Models/Beginning Stages
I can certainly understand that, but let me ask you this. When someone tells me that, Ive found that its
usually for one of the two reasons. Either youre not sure you like the (Model) and you think you might like
a different vehicle more, or the (model) was a little more than you wanted to spend, and youre thinking
another vehicle might get you closer to the budget you had in mind. Which one do you think it is for you?
Both: Okay, well lets take one at a time. What is it about the vehicles that we showed you didnt meet
your expectations? Thanks for sharing that. If we could show you a vehicle that met those requirements
then we would be closer to a deal, am I right?
Neither: Oh, okay. Then, its probably just that youre just not in a hurry, and werent really planning to do
anything right now anyway, am I right? Well, the only reason I ask is that right now were having this sale,
biggest savings than Ive seen in a long time. Its a shame that youre not in the market now because we
could probably save you a lot of money. Let me just ask you this, if we could help you save a few thousand
dollars and get into a vehicle you love at a payment that fits your budget, is that something you think you
might consider doing sooner rather than later?

PDS Script Book
Not Ready Yet
I can certainly understand! I have usually found that when a customer says that, what they are really saying is
that they didnt like PRICE, PAYMENT,TRADE VALUE, or THE VEHICLE.Which is it for you? (go to appropriate rebuttal)
No Price On-Line
I do see that this vehicle just came in and we have had quite a few calls on it already. It must be in the
process of completing our ______ point inspection. Often, these popular vehicles are sold before they
ever make it out. Lets organize a time that we can have that vehicle available for you to look at. Are
you available today or tomorrow?
Miles Are Too High

It sounds like you have place a mileage restriction. How many miles would a vehicle have to have for you to
have any interest in it? The reason why I am asking is because lower miles typically reflects a slightly
higher price and slightly higher miles reflect a much lower price. So, while I am checking, whats more
important; miles or price? We find, today, that people who drive more take better care of their cars
when it comes to routine maintenance because of all the fast oil, lube and transmission business available.
These same people also take better care of the appearance of their cars as well because they have to
compensate for the mileage when they trade or sell that vehicle. Dont get me wrongif you have to
have a care with really low miles on it, Im confident we can help you there, but I think you really owe
it to yourself to come in and see and drive what we have, before you make any kind of financial commitment
on anything else. So, are you more available this afternoon or this evening?
Just Looking/Not Really In Market

I understand. We have a lot of customers that do that. Let me ask you this though, when you do decide to
get something, do you think (Manufacture Name) will be close to the top of your list?
If Yes: Great, The only reason I ask is the right now were in the middle of a huge Sales Event,
and were being very aggressive at the making deals. In fact, weve been really successful at helping
people get into newer vehicles at a payment that fits their budget, and in many cases with little
to no money down. If we could do that for you, would you consider doing something sooner
rather than later?
If No: Oh, okay. Well, before I let you go, can I ask a small favor? In order to help us improve our
customer service, let me ask you a question. If you were to choose one reason preventing you
from taking advantage of this opportunity right now, what would that one thing be? It could be
anything, Price, Payment, Down Payment, Trade Value. What do you think it is for you?

Can You Pull Credit Over The Phone?
Thats a great question, this week with the Big Sale, its not even necessary. Having multiple lenders that
specialize in people with credit challenges, they are able to get work with all types of credit situations.
So, can you stop by today or tomorrow?
We are one of the largest dealers in the area and with the Big Sale & Promotion, we have multiple lenders
available that Specialize in helping people get financed. Lets get together! Can you come in this
Looking For A Unique Vehicle

Even if we do not have exactly what you are looking for now, we could offer you the Preferred Customer
Shopping Service. Lets face it. Youre looking for a pretty specific vehicle. It could take you the next
week, the next month or several months to find exactly what you are looking for. For a small refundable
deposit, I would like to have us go to work for you by utilizing our resources to find exactly what you
are looking for. If after (Number of Days) , we do not find exactly what you are looking for, we would
refund your deposit or you could request for us to extend our search. So could we get together later this
Lost Sale Format: Weve Already Bought A Car

Im sure you will be happy with your choice. Have you taken delivery of it yet?
I hope it wasnt anything against us personally?
Are you enjoying your new (Vehicle Make & Model) ?
Promote Service
Remember, we service all makes and models, so if you need service work done on that (Vehicle Make
& Model) , you can still bring it in to us. Thats the least we could do.
Do you have a pencil handy? Id like you to write this down (spell your name and number). Even though
we couldnt help you with this purchase, Id like you to know if you need any further automotive assistance,
there is someone you can call.
If Customer Wants A Saturday Appointment Or Future Appointment

(Set the weekend appointment and add this rebuttal)
Something to mention, with the sale going on, there are a lot of customers that are adjusting their schedules
to take advantage of the selection during our big sale. Keep in mind, we are open (Mention Extended
Dealership Hours) . So, that being said, is there any way that we can get together any sooner than (Saturday /
Next Week) ?

PDS Script Book
Getting A Customer Off Of A Saturday Appointment
Id be happy to schedule you for Saturday, HOWEVER, Saturday IS our BUSIEST day of the week. The
LAST thing I want is for you to spend A MINUTE longer than you need to. Is there ANY way you could
come in an evening this week, maybe tonight or tomorrow? That way I know we can get you in and out
quickly, and youll be able to spend your Saturday ENJOYING your new vehicle!
Stall: If Customer Says They Need Talk To Someone Else Before Scheduling
Well, let me ask you this, when is your (Wife, Sister, Neighbor, Colleague etc.) typically more available?
During the daytimes or evenings? OK, lets do this. Ill put you down for (Select Day/Time) and you
double check with your (Wife, Sister, Neighbor, Colleague etc.) and, if for any reason that time doesnt
work out, then just give me a call and let me know. That sounds okay, doesnt it? If yes: Great! Do you
have a pencil handy?
Stall: If Customer Says They Need Talk To Someone Else Before Scheduling
I understand that you want save time. I can help with that. Keep in mind we want to also safe guard your
privacy. That is why we would ask you to personally come so we can protect your privacy and we can do
that within 30 minutes. Thats sounds fair enough doesnt it?

NOTES


PDS Script Book
NOTES


NOTES


PDS Script Book


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16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

PDS Corporate Training Center in Huntersville, NC

16409A Northcross Drive Huntersville, NC 28078

BDC Boot Camp

SUPPORT PRODUCTS AND SERVICES

Download your complementary BDC Companion App

Scan to download Scan to download

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

10 Reasons to Buy your Product 10 Reasons to Buy from your Dealership

PATTERN INTERRUPTS & TRANSITIONAL PHRASES

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

26. I understand how you feel.

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 17

18 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 19

20 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 21

22 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 23

24 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

NOT COMFORTABLE GIVING NAMES AND NUMBERS

USING EMAIL TO OBTAIN A REFERRAL

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 25

26 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

32 Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved.

Copyright 2015 PROACTIVE DEALER SOLUTIONS All Rights Reserved. 33

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

16409A Northcross Drive Huntersville, NC 28078

If customer goes with credit question, move into pre-approval process.

Whats the best number to reach you at? ______________________________________________

16409A Northcross Drive Huntersville, NC 28078

Any time the customer pushes back say the following:

Whats the best number to reach you at? ______________________________________________

Spell your last name: _________________________________________________________________

Hold onLet me see what I can do you!

16409A Northcross Drive Huntersville, NC 28078

What works better (give choices)?

Now do you know how to get here? (Give directions)

Whats your email address? ________________________________

16409A Northcross Drive Huntersville, NC 28078

Are you e-mailing us about our (Big Sale/Big Event/Promotion) ?

Whats the best number to reach you at? ______________________________________________

16409A Northcross Drive Huntersville, NC 28078

Asking for the Referral

I really cant think of anyone:

Calling the Referral