Call First

When we receive an internet lead, the very first thing we should do is call the customer. If you attempt to contact the customer asap (5-15 minutes), the likelihood of you actually reaching them is increased. Be sure you are fully prepared before you call the customer. Know which vehicle they were interested in, and if it’s available. It’s also a good idea to have a backup vehicle as well.

Introduce Yourself

Once you get the customer on the phone, you should be able to set an appointment by handling the call effectively. Always introduce yourself first. Next state your reason for calling, and thank them for the opportunity to earn their business.

Rapport Build

In this step we should confirm the vehicle of interest but also inquire on something similar. If the customer was just looking at XYZ vehicles in general, then I would suggest starting with a few choice-based questions to help you figure out what they are looking for.

Sell The Appointment

Once the customer feels confident you understand what they are looking for, and they feel as though you have a vehicle available, you should move into offering an appointment. Remember to stick to choices and narrow it down gradually. For example: Today or tomorrow, then AM or PM, and finally with 2 time options.

Closure

Since this is your first time speaking with them, be sure you give them your contact information. It’s also a good idea to confirm their email address. Everyone makes typos and we want to be sure we can reach them via email if necessary. Also repeat the appointment time and review directions.

Recap

Just before you hang up, it’s a good idea to recap the appointment details. Be sure to state the day and time they have scheduled for, along with who to ask for when they arrive. You want to be sure the customer has all the details they need to feel comfortable about their appointment.

After the Call

After you hang up, I always suggest sending the customer an appointment confirmation via email. Be sure you personalize it and mention your conversation. Thank them for taking time out of their day to speak with you. Be sure you include the appointment date and time, who to ask for and include a link back to the vehicle they inquired on. Remember that the phone call and the email are about providing great customer service, and helping the customer find the right vehicle.

Good luck!