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)
