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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:

1. PMI sheet review / disclaimer (00:28-1:51)
2. System Isolate Script Writing and Presentations (1:51-38:47)
3. PMI Script Writing w/ Checklist (38:47-54:55)
4. PMI Presentations (55:09-1:12:30)
5. Q&A – Mass Texts vs Mailers vs Emails vs Callbacks  (1:13:11-1:17:51)
6. Final Thoughts and Takeways from Host and Attendees (1:17:51-1:35:20)
7. 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:

1.  Full System Isolate / Initial Concern Script Review; Isolation vs Maintenance (1:17-22:29)
2. Discussion of analogies to help customers understand recommended repairs (22:29-46:43)
3. Payoff Voice Enhancements (46:43-50:44)
4. Voice Enhancements to Avoid (50:44-52:16)
5. Payoff Gestures for Enhancement (52:16-53:19)
6. Role Playing Voice Enhancements (54:20-59:51)
7. ECM (59:51-1:13:30)
8. Types of Callbacks / Email followups discussion (1:13:30-1:25:57)
9. 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:

1. Recap and review from Day 1 (00:23-30:25)
2. Tie-Down writing and role play (30:26-39:37)
3. Roundtable Script rehearsal: Quick Close (39:38-53:50)
4. Roundtable Script rehearsal: Oil Change Script (55:35-1:11:20)
5. Roundtable Script rehearsal: Anytime Script (1:11:20-1:39:25)
6. What if the Customer Hangs Up? / A Busy Shop is the Best Advertising (1:39:25-1:45:51)
7. 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:

1. Series/Booklet Overview 0:50-5:45
2. Getting Acquainted / In Person Counter Contact Overview 5:46-7:28
3. Front Counter Staff – Fostering Customer Comfort / Buying Mood 7:30-10:10
4. Vehicle Forecast (General info about vehicle / Icebreaker questions) 10:11-13:39
5. Company Brochure (13:40-15:08)
6. Opening the Door  (15:08-18:27)
7. Business Cards (18:28-21:22)
8. Setting the Expectation (21:22-29:37)
9. Asking the right questions up front, and repeating them back (29:38-31:23)
10. Sense of Urgency (SOU) (31:24-33:44)
11. To Sell or Not to Sell “Is there anything else?” (33:45-37:41)
12. Members and Brian sharing their experiences (37:58-40:34)
13. Inbound Phone Calls – How and Why – 4 Reasons  (40:51-50:41)
14. Inbound Phone Calls – How and Why – 8 Rules (50:41-1:03:29)
15. Quick Close Script with Role Playing (1:04:59-1:08:40)
16. Oil Change Script (1:08:40-1:11:38)
17. Anytime Script / Price Shopper (1:11:39-1:18:05)
18. Tie Down – Capturing the Car (1:19:03-1:35:33)