See this vehicle? You know the one...the vehicle that's been on your lot, sitting there for weeks... You've been walking past it every day and there's been almost no action on it and then, all of the sudden, you get a customer calling in about it. You're no longer alone with this old age unit at the dealership, you're right there with your new customer in this exciting process of upgrading their transportation. A world of possibilities and they need you to help guide them through it.
As you connect with your new customer, meeting them where they're at in the process, remember, you're in their world now. Where a moment before they called or submitted that lead, they couldn't wait to find out more about this vehicle and confirm it's availability, so
- Validate their choice of vehicle and decision to talk to you about it.
- Be their eyes and ears at the dealership and make them feel special as you go to work on their behalf.
- Give them an inside track to details that will enhance their shopping experience.
Whether you're justifying why you need to get their contact info or why they should set an appointment with you, tell them...
- You want to confirm there aren't any deposits on it or deals being worked.
- You want to make sure theirs is the next appointment to test drive it and not someone else's.
- Most importantly, as you're setting the appointment, make sure they know everything they have going for them.
“Good news! Not only is that white on white Jeep Renegade defying the odds and somehow physically still on the lot, I've got the keys to it and there aren't any deposits or deals being worked, so it's free and clear for you to test drive. Were you planning on doing that now or later today?”
When all you're trying to do is help your customer get from where they're at to the next step, reducing friction along the way, urgency is built in and you're already way out in front of your competition.
