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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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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 Check Engine Light Test Service Induction Cleaning Service Coolant Flush Service Power Steering Service Brake Flush Service Documents Powerpoint PDF
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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