Scripts aren’t only for celebrities in Hollywood. In fact, many dealerships are thriving because they know that scripts are a great tool for increasing appointment set and show rates. The key is understand what to say and how to say it.
So where do you begin? It’s all in the details.
Details Matter
The first detail to remember is that there are different scripts for different instances. Similarly to any other call, there’s a difference in your process when you’re speaking with a sold customer versus an unsold customer.
The point of the script is to know exactly what to say and precisely when to say it. So, the script must vary based on the purpose of the call in order for it to be successful. This is why we have specific instructions for both.
3 Step Unsold Customer Calls
Step 1: State Your Name And Why You’re Calling
“This is (your name) with (your dealership), and I have great news for you!”
This call has the same goal as any other: a sale. Because of this, you want the client to know who you are (what store you’re with) and the reason for the call. Even though it may seem tempting, don’t give away any other information. Providing just enough detail builds the curiosity and excitement necessary for them to call you back.
Step 2: Give The Opportunity To Book An Appointment
“Please call me at (Your phone number/cell) when you have a moment.”
Customer engagement means you were successful. There’s not much you can do to ensure a sale without the buyer present. Setting up anticipation for you to work with when they Do answer the phone is a recipe for success!
Step 3: Follow Up
“If I don’t hear from you by “this time” (whatever you choose), I’ll call you again later today or tomorrow.”
It’s always good to show persistence. This shows that you’re willing to work with the customer, which is exactly what they want in a salesperson, and will make it more likely that they’ll book an appointment with you!
Once you receive the callback, you need to be prepared with the news you’re going to share. If you don’t know what to tell them after that, then you should talk to us immediately because you have bigger problems than just a need to improve your voicemail messages.
And just like that you’ve successfully made an unsold customer voicemail!
Now, what’s different when the customer is sold? Not much! You’ve already got a great base to work with. This script has the same 3 easy steps as the last, but there are a few vital differences.
3 Step Sold Customer Calls
Step 1: State Your Name And Why You’re Calling
“This is (your name) with (dealership name), and I have some important details to discuss with you.”
You already have the sale, so you’re not trying to build suspense. However, you do require the buyer to be available for whatever needs to be discussed. Speaking to someone when the specifics are at stake not only shows that you care but it also shows that you’re taking the time to ensure your client has the best experience possible.
Step 2: Provide The Opportunity To Call Back
“Please call me at (your phone number/cell) when you have a moment.”
Once again, you demonstrate that you care and are willing to go out of your way to work with them at any given chance. It’s not hard to go the extra mile, especially when a PAYING customer’s experience depends on it!
Step 3: Follow Up
“If I don’t hear from you by (whatever time you choose), I’ll call you later today or tomorrow.”
This is your final chance to maximize the opportunity of this voicemail, so make it count. A reminder that you’re persistent in a positive way gives the client all the more reason to call you back.
Just Getting Started
And just like that, the voicemail is over, and you’re out of the woods!
While this is a great start to connect with a customer, there are several other touch points that it may take to get them in your store. For more help, lean on our phone experts at Phone Ninjas. We’re here when you’re ready to take your dealership sales to the next level.
