The Equity Call Flashcards
Calling and setting appt for equity customers
Hello, is this [CUSTOMER FIRST NAME]? OR Hello, is this [Mr or Mrs LAST NAME].
I’m [BDC AGENT]? with Holmes [DEALERSHIP]?, do you have a minute? (Say it with an I care tone & phrasing the declarative as a question)
CUSTOMER: No.
What’s a better time for me to call or would you rather me text?
The (r)eason for my call is, (lower your voice above a whisper and hang on the R). I’m looking for specific [manufacture] owners to lower their payment and upgrade their vehicle,
do you still own the YMM? (Say it firm and definitive)
*Can I ask you a few quick questions about your car so I can serve you best? or you can say, So I don’t waste your time? Got a minute? or **In the spirit of time, can I ask you a few quick questions about your car? You got a minute?”
What color is it? What color is the interior? How many miles are on it?! Well, we have customers looking for vehicles just like this and .. I ..know ..that we have some other customers bringing their vehicles in this weekend. __ (W)ould you be available today.. or tomorrow.. for us to see your vehicle and put everything together for you? (lower your voice above a whisper and hang on the W)
CUSTOMER: No/I need to think about it/I need to check with my spouse etc.
I understand. But let me ask you a question? Does this make sense to you? Do you like the idea? (this is with a “money aside” tone and to keep the discussion moving)
CUSTOMER: How long does it take? What’s all involved? What do I need to do?
What we need to do is have you come by the dealership for only 10 minutes and let our professional appraiser look at your vehicle so that we can put everything together for you. (Say it firm and definitive), Would early or later in the day work? (Say it with a reasonable person tone)
CUSTOMER: I don’t know.. I’m thinking about it.
If you give us one shot [CUSTOMER NAME], believe me, we will show you how to lower your payment or keep it the same. (Say it with absolute certainty). You will be happy that you did (Say it with utter sincerity). Sound fair enough? (Say it with a reasonable person tone)
