Advice from Wendy Reeves, DealerStrong's BDC Trainer, on how to set an appointments that will show. She explains the 3 main reasons customers skip their appointments and shows how your dealership can avoid these issues in the future.

1. Wendy Reeves
BDC Trainer
The Keys to Getting Them in
the Showroom

2. No Show Appointments
But he said he was on his way!
Maybe he got lost…
I gave him our address.
He had an appointment before ours.

3. No Show Appointments
3 Reasons They Did Not Show

4. Getting them in the Showroom
Ask for the appointment
Be sure that the customer knows 3 things
Confirm your appointment and follow up!

5. Ask for the appointment
• Ask for the appointment early on in the conversation.
• If you don’t ask for it, you’re never going to get it.
• When you do get it, get off the phone!

6. Be Sure of 3 Things
Customer knows he is coming
Customer knows to bring
Customer knows he is asking for

7. Confirm the appointment
• Confirm appointment
• Confirm permission to text and email address
• Follow up when customer is late or misses his appointment

8. Appointment Rules
Same Day, Next Day, Day After?
Authorization Code?
Write it Down?
Call if Running Late

9. Tips for Success
Understand Your Customer
Phone Skills
Follow Up

10. Understand Your Customer
Read
Listen
Understand mindset
Don’t build barriers

11. Phone Skills
4 Obstacles to Overcome:
Establishing V2V Contact
Conversion
Shows
Follow up

12. Establishing V2V Contact
What to Say
What NOT to Say
How to Listen

13. Conversion
What to Say
What NOT to Say
How to Listen

14. Shows
What to Say
What NOT to Say
How to Listen

15. Follow Up
What to Say
What NOT to Say
How to Listen

16. The Best of the Three
What to say:
• Talk, relevance
What Not to say:
• Don’t read
How to Listen:
• Respect

17. Consistency is Key
Follow your word tracks
Avoid complacency

18. Thank You. 
For More Information:
 Visit http://www.dealerstrong.com/
 Call our office @ 877-811-8107