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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)

Front Counter Workshop Six Series, Part 6: FAB-FIVE Repetitive Service

Topics covered in the last installment of our free Six Series for your front counter staff:

• FAB-FIVE Repetitive Service
• Written Presentation Scripts
• Make a list of your FIVE write a script and practice, practice, practice!
• Use analogies
• Price tag of component if maintenance service are not done
• Use Oil Change as a comparison

FAB-FIVE Sample List

1. Check Engine Light Test Service
2. Induction Cleaning Service
3. Coolant Flush Service
4. Power Steering Service
5. Brake Flush Service

Documents

Powerpoint PDF

Front Counter Six Series, Part 5: FAIL Large or FAIL Small…

FAIL Large or FAIL Small…

Structured Conversation Pathways

• Isolate and PMI Scripts fill in the blanks
• These are your Front Counter Checklist items:
  +++ / Needs / Benefits / Assume the Sale
• The more you present the more they buy
• The less you present the less they buy

Documents

Powerpoint PDF