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Clear Counter Communications, Part 4
Fourth and final installment of our Clear Counter Communications series, discussing Full System Isolation and PMI. Timestamps:
PMI sheet review / disclaimer (00:28-1:51) System Isolate Script Writing and Presentations (1:51-38:47) PMI Script Writing w/ Checklist (38:47-54:55) PMI Presentations (55:09-1:12:30) Q&A – Mass Texts vs Mailers vs Emails vs Callbacks (1:13:11-1:17:51) Final Thoughts and Takeways from Host and Attendees (1:17:51-1:35:20) Price comments from customers / Counterfeit Spark Plugs video (1:35:20-1:46:47) Downloads Clear Counter Communications Booklet – December 2020
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Clear Counter Communications, Part 3
In the 3rd session, we will discuss Techniques and Mindsets when using Scripts. Timestamps:
Full System Isolate / Initial Concern Script Review; Isolation vs Maintenance (1:17-22:29) Discussion of analogies to help customers understand recommended repairs (22:29-46:43) Payoff Voice Enhancements (46:43-50:44) Voice Enhancements to Avoid (50:44-52:16) Payoff Gestures for Enhancement (52:16-53:19) Role Playing Voice Enhancements (54:20-59:51) ECM (59:51-1:13:30) Types of Callbacks / Email followups discussion (1:13:30-1:25:57) Script Writing and Sharing: Callbacks (1:25:57-1:49:03)
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Clear Counter Communications, Part 2
Day two of our Clear Counter Communications event for 360 members. Time stamps:
Recap and review from Day 1 (00:23-30:25) Tie-Down writing and role play (30:26-39:37) Roundtable Script rehearsal: Quick Close (39:38-53:50) Roundtable Script rehearsal: Oil Change Script (55:35-1:11:20) Roundtable Script rehearsal: Anytime Script (1:11:20-1:39:25) What if the Customer Hangs Up? / A Busy Shop is the Best Advertising (1:39:25-1:45:51) Preview of Day 3 (1:45:52-1:49:37)
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Clear Counter Communications, Part 1
It’s the kickoff show for our December 2020 Clear Counter Communications series! We have a great group of YNR members and guests assembled to discuss phone skills and scripts. Here’s the rundown of topics:
Series/Booklet Overview 0:50-5:45 Getting Acquainted / In Person Counter Contact Overview 5:46-7:28 Front Counter Staff – Fostering Customer Comfort / Buying Mood 7:30-10:10 Vehicle Forecast (General info about vehicle / Icebreaker questions) 10:11-13:39 Company Brochure (13:40-15:08) Opening the Door (15:08-18:27) Business Cards (18:28-21:22) Setting the Expectation (21:22-29:37) Asking the right questions up front, and repeating them back (29:38-31:23) Sense of Urgency (SOU) (31:24-33:44) To Sell or Not to Sell “Is there anything else?” (33:45-37:41) Members and Brian sharing their experiences (37:58-40:34) Inbound Phone Calls – How and Why – 4 Reasons (40:51-50:41) Inbound Phone Calls – How and Why – 8 Rules (50:41-1:03:29) Quick Close Script with Role Playing (1:04:59-1:08:40) Oil Change Script (1:08:40-1:11:38) Anytime Script / Price Shopper (1:11:39-1:18:05) Tie Down – Capturing the Car (1:19:03-1:35:33)
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Only Two Ways to Increase Sales: SOP 0526
Make Every Car Count More Cars Documents Powerpoint PDF
