Outbound

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Higher Gear Tips:

May I speak with _______? My name is ___ and I am a Client Care Representative with Prestige Mercedes-Benz.

When Completing BDC To Do List – Be Sure to Log in as BDC23. When Completing items on your own personal to do list – Be sure to log in with your own passcode.

Did I reach you at a good time? The Reason for my Call is:

Always put good comments that will help jog your memory later on. For example – Family or Referrals who may be in the market for a vehicle in coming weeks or months

SALESPERSON 1,2,3,4 YR ANNIVERSARY CALL Based on our records it looks like it has been 1,2,3,4 yrs since you took delivery of your MB. My job is to follow up with all of our clients and to answer any questions or concerns you may have. How has the vehicle been treating you? ORPHAN OWNER Two fold: First, the salesperson who sold you your MB is no longer with Prestige. I want to give you the name and number of your new contact here. Do you have a pen handy? His name is ____and his direct number is _______. Second, do you have any questions or concerns about your vehicle or Service. How has the vehicle been treating you? BIRTHDAY ALERT Two fold: First, on behalf of the sales and Management team here at Prestige I want to wish you a Happy (belated) Birthday. Second, do you have any questions or concerns about your current vehicle or Service. How has the vehicle been treating you? CALLING REFERRAL Recently, I was following up with (name of referral)on his (recent purchase) or (overall vehicle) experience whenyour name popped up as someone who might be in the market for a vehicle? Is that true? (If so) What are you driving now? When the time comes do you think you might want something new or preowned? 4matic or RWD? W/Wo Nav? Too bad you are not in the market now? I say that because we have great interest rates, tremendous programs and a mangagement team that is out to make this month our best month ever! When would you be more available to come in and take advantage of our savings and selection? (Go to Appt Funnel)

YES PROBLEMS!

Offer to get Sales, Service, Management involved to help. Follow up with phone call. Schedule yourself a reminder in Higher Gear to call back and complete feedback loop and then continue if everything has been resolved.

ASKING FOR A REFERRAL Before you go can I ask you for a small favor? Something I’m really proud of is that a good percentage of our business comes form repeat customers and referrals from people like yourself. If I were to ask you for the name of someone you thought might be in the market for a vehicle now or down the road, who would be the first person to come to mind? If No: That’s Ok, the most important thing is taking care of you. Have a great day!

Negative Experience?

NO, EVERYTHING IS FINE

Would it be ok if I took a moment to update our information? Still living in (City), Email address is ?____ Now, besides the (Current Vehicle), How many vehicles are there in your household?’ And How many drivers? Who do you suppose will be next in the market for a vehicle?

Do you think they might do something in the next few weeks or months or later this year? If Yes – Would it be ok if I gave you a courtesy call in a few weeks, months to see if they might like an invitation for a test drive? Do you have a pen handy? Please write this down (Give your contact info) If No: That’s Ok, the most important thing is taking care of you. Have a great day!


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