Internet Customer Call AFTER Price Quotes Sent by Email (within 1 hour)

1. Introduce
Yourself
Hello, this is ________ with the CRC at Findlay Ford, May I speak with______________?
2. Verify receipt Hi __________, earlier today (yesterday?) we sent you an email message with information and
of email
response price quotes. Have you been able to take a look at it?
IF NO:  That’s OK… When would be a better time to speak with you about the information we sent?  What 
3. Get REAL email number should I call? ________________ Do you have an email that you can access right now, so I 
address! (work)
can send you price quotes(& dealer invoices)? #2 Email:

IF YES:  Great! So that you get all the benefits offered by Findlay Ford’s Internet program, I’d like to discuss how 
If NO: When would be a better time for me to call?
4. Acknowledge it works with you… Would that be OK? 
& Explore
customer prior IF YES: Have you ever bought a vehicle using the Internet before? If Yes: Great! Tell me, how did it go?
experience

IF NO: No problem, Let me explain how our Internet process helps you get a better 

deal…
5. Benefits to
customer from
Internet …There are Four easy and convenient steps:
Process
     Step 1. Find a few vehicles that might be right for you
     Step 2. Provide you with prices & the information you need to make an informed decision
6. Verify what
the customer      Step 3. Schedule a convenient time to come in, look at the vehicles and take a test drive
wants & needs      Step 4. You bypass the traditional car sales process and buy your new vehicle in less than half
                  the time it usually takes… At the lowest prices, without any hassles or aggravation
7. Is customer So that I can make sure we sent you quotes on the right vehicles, I am going to ask you a few questions:
open to possible
You indicated that you’re interested in a _______________________________(make/model)
alternatives?

What options or equipment are a “Must Have” for you? _________________________
8. Current
vehicle _____________________________________________________
information
If we had a similar vehicle to what you enquired about, with similar equipment, that was less 
expensive… would you want to know about it, or would you rather have us rule that out for you? 

9. Likes &
(IE: Demo’s, factory program vehicles, cancelled orders, etc.)  YES or NO
dislikes
    ADDING   or   REPLACING   a vehicle?     What are you currently driving? 
(Circle Answer) Are you 

Year? ____ Make?_____________ Model?___________________ Miles?______K

Options or Equipment?_______________________________________________
10. Set the
Stage with

(Circle Answer) Would you like a Trade­In value estimate?  YES or NO
Consultative
Suggestion…

11. Get an So we can understand what’s important to you…Thinking about what you currently drive:

What do you Like Best? ___________________________________________
Appointment
to visit dealer

What would you Improve? __________________________________________

13. Validate
Appointment
Going back to the ________________(model only) you expressed interest in…
When was the last time you drove a (Year & Model)?___________ May I make a suggestion?
(If Trade) So we can (give you as much possible for your trade in and…) give you an opportunity to
test drive the (Year & Model)...  we should make arrangements for you to come in:
14. General
Client Name __________________________________________Phone #____________________________
Lead
Management    Would Today             Tomorrow be better?
Information When you arrive at the dealership, please see the 
Lead Assigned To:____________________________ Stock #’s:____________________________________
                                    OR                         receptionist in the showroom as you walk in the 
            Morning           Evening?                                                   
front and ask for Joe Chika, our General Manager… 
10:15 or 10:45?      6:15 or 6:45?
                  

                  (Give directions to dealership)
© 2003. The Reynolds and Reynolds Company 05