Automotive Best Practice Online Strategies - Consumer Experience, Comparison of Online to Sales Floor Process,

1. Online Best Practices
By Adam Ross - Infinite Prospects, Inc.

2. Objectives

3. Objectives
 Learn what consumers experience when going
to research websites like Edmunds.com.

4. Objectives
 Learn what consumers experience when going
to research websites like Edmunds.com.
 Identify our current online contact process.

5. Objectives
 Learn what consumers experience when going
to research websites like Edmunds.com.
 Identify our current online contact process.
 Review industry-accepted best practices to
enhance and improve the current prospect
experience.

6. Objectives
 Learn what consumers experience when going
to research websites like Edmunds.com.
 Identify our current online contact process.
 Review industry-accepted best practices to
enhance and improve the current prospect
experience.
 Remember to have fun interacting with

7. What % of Buyers Today Are
Shopping Online for a Car?
Yes
No

8. What % of Buyers Today Are
Shopping Online for a Car?
“Surveys indicate up to 90% of car buyers use
the Internet as part of the shopping process.”
Source: Ward’s Auto.com, April 16, 2010
Yes
No

9. What % of Buyers Today Are
Shopping Online for a Car?
“Surveys indicate up to 90% of car buyers use
the Internet as part of the shopping process.”
Source: Ward’s Auto.com, April 16, 2010
Do You Use The Internet to Research Your Car Purchases
10%
Yes
No
90%

10. What Research Sites Are People

11. What Research Sites Are People
Edmunds.com

12. What Research Sites Are People
Edmunds.com KBB.com

13. What Research Sites Are People
Edmunds.com KBB.com
Let’s Go Through The Steps of Building a Car on
Edmunds.com to Better Understand What Consumers
Experience

14. Edmunds.com

15. Edmunds.com
Many
Ways to
Choose
Make /
Model

16. Edmunds.com (cont.)

17. Edmunds.com (cont.)
Tabs – Pricing, Reviews,
Photo/Video, Inventory,
Quick Quote

18. Edmunds.com (cont.)
Tabs – Pricing, Reviews,
Photo/Video, Inventory,
Quick Quote
Build Your Own

19. Edmunds.com (cont.)
Tabs – Pricing, Reviews,
Photo/Video, Inventory,
Quick Quote
Build Your Own
Quick
Quote to
Dealers

20. Edmunds.com (cont.)

21. Edmunds.com (cont.)
Build Your Own
Selecting Equipment

22. Edmunds.com (cont.)
Build Your Own
Selecting Equipment

23. Edmunds.com (cont.)

24. Edmunds.com (cont.)
Pricing:
Invoice & MSRP
True Market Value

25. Edmunds.com (cont.)
Pricing:
Invoice & MSRP
True Market Value
+ $1090

26. Edmunds.com (cont.)

27. Edmunds.com (cont.)
Get Dealer Quotes
Choice of 5 Dealers
Sorted by Distance
First/Last/Phone/ZIP/
Email Required

28. Edmunds.com (cont.)
Get Dealer Quotes
Choice of 5 Dealers
Sorted by Distance
First/Last/Phone/ZIP/
Email Required

29. Edmunds.com (cont.)

30. Edmunds.com (cont.)
Reviews & Specs Tab
Reviews, Ratings, Awards,
Forum, Technical Specs

31. Edmunds.com (cont.)

32. Edmunds.com (cont.)
Reviews & Specs Tab
Current National Programs &
Rebates from the Manufacturer

33. Edmunds.com (cont.)

34. Edmunds.com (cont.)
Photo & Video Tab

35. Edmunds.com (cont.)

36. Edmunds.com (cont.)
New Car Inventory
Search Tab
New Car Inventory
Listed by Dealership

37. The Online Contact Process

38. The Online Contact Process
Is Our Current Process
Working?

39. The Online Contact Process
Is Our Current Process
Working?
Are We Using Best Practices?

40. Best Practice Contact Process
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

41. Best Practice Contact Process
Just because we’re using a computer to initiate
the discussion doesn’t mean we should
abandon the proven Road Map to a sale
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

42. Best Practice Contact Process
Just because we’re using a computer to initiate
the discussion doesn’t mean we should
abandon the proven Road Map to a sale
Meet & Greet
• Qualifying
• Lot Walk
• Walkaround
• Test Drive
• Trial Close
• Write-Up
• Delivery
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

43. Our Current Online Contact
Process

44. Our Current Online Contact
Process
Step 1
• Lead Hits CRM Tool
• Auto-Response E-Mail is Sent
Step 2
• Are we calling or emailing first?
• How quick is the first manual contact?
Step 3
• How do we address pricing over the phone?
• When do we ask for the appointment?

45. What’s Happening Right Now?

46. What’s Happening Right Now?
Generally, have our experiences with prospects
who initiate communication online been
positive or negative?

47. What’s Happening Right Now?
Generally, have our experiences with prospects
who initiate communication online been
positive or negative?
 What are some of the positives that we encounter
when dealing with Internet prospects?

48. What’s Happening Right Now?
Generally, have our experiences with prospects
who initiate communication online been
positive or negative?
 What are some of the positives that we encounter
when dealing with Internet prospects?
 How are we being challenged that needs to be
addressed and/or overcome?

49. What’s Happening Right Now?
Generally, have our experiences with prospects
who initiate communication online been
positive or negative?
 What are some of the positives that we encounter
when dealing with Internet prospects?
 How are we being challenged that needs to be
addressed and/or overcome?
 Are we trying to sell a car over the phone or focusing
on the consumer coming in?

50. What’s Happening Right Now?
Generally, have our experiences with prospects
who initiate communication online been
positive or negative?
 What are some of the positives that we encounter
when dealing with Internet prospects?
 How are we being challenged that needs to be
addressed and/or overcome?
 Are we trying to sell a car over the phone or focusing
on the consumer coming in?
 Let’s come up with a game plan together to handle
each online prospect from a positive angle.

51. Attitude
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

52. Attitude
How much does our attitude affect our sales
performance? Add it up…
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

53. Attitude
How much does our attitude affect our sales
performance? Add it up…
A = 1
T = 20
T = 20
I = 9
T = 20
U = 21
D = 4
E = 5
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

54. Attitude
How much does our attitude affect our sales
performance? Add it up…
A = 1
T = 20
T = 20
I = 9
T = 20
U = 21
D = 4
E = 5
100%
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

55. Attitude
How much does our attitude affect our sales
performance? Add it up…
A = 1
T = 20
T = 20
I = 9 If we expect that every lead
and/or prospect we see is
T = 20 “bottom-feeding” then
that’s exactly what they’ll
U = 21 be…
D = 4
E = 5
100%
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

56. Sales Floor vs. Online….
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

57. Sales Floor vs. Online….
Introduction
• Meet & Greet
• Auto-Response
Qualification
• Qualifying Questions
• Fact Finding E-Mail
Inventory Display
• Lot Walk & Walkaround
• Multi-Price Menu
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

58. Sales Floor vs. Online….
Introduction
• Meet & Greet
• Auto-Response
Qualification
• Qualifying Questions
• Fact Finding E-Mail
Inventory Display
• Lot Walk & Walkaround
• Multi-Price Menu
The initial steps to lead prospects to a sale DO NOT CHANGE
– merely the method of communication you use to engage
them.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

59. Don’t Skip Steps

60. Don’t Skip Steps
 How difficult is it to make a sale when we don’t
properly greet the prospect?

61. Don’t Skip Steps
 How difficult is it to make a sale when we don’t
properly greet the prospect?
 What happens when we fail to ask qualifying
questions?
◦ Are we more or less likely to complete a deal?
◦ If we do make the deal, is the gross typically higher
or lower?

62. Don’t Skip Steps
 How difficult is it to make a sale when we don’t
properly greet the prospect?
 What happens when we fail to ask qualifying
questions?
◦ Are we more or less likely to complete a deal?
◦ If we do make the deal, is the gross typically higher
or lower?
Tip:
If you’re closing deals based solely on price, you’re leaving a
ton of money on the table.

63. Don’t Skip Steps
 How difficult is it to make a sale when we don’t
properly greet the prospect?
 What happens when we fail to ask qualifying
questions?
◦ Are we more or less likely to complete a deal?
◦ If we do make the deal, is the gross typically higher
or lower?
Tip:
If you’re closing deals based solely on price, you’re leaving a
ton of money on the table.
Establish rapport, build value in the vehicle and the car and
you’ll have a much better chance to close a sale.

64. What Can’t Consumers Find Out
Online Without Talking to Us?

65. What Can’t Consumers Find Out
Online Without Talking to Us?
 New Car Shopper
◦ Is it in-stock and available (or can you get it for me)?
◦ What will it cost me?

66. What Can’t Consumers Find Out
Online Without Talking to Us?
 New Car Shopper
◦ Is it in-stock and available (or can you get it for me)?
◦ What will it cost me?

67. What Can’t Consumers Find Out
Online Without Talking to Us?
 New Car Shopper
◦ Is it in-stock and available (or can you get it for me)?
◦ What will it cost me?
 CPO Shopper
◦ Is it STILL in-stock?
◦ Tell me something about the car not on the window
sticker

68. What Can’t Consumers Find Out
Online Without Talking to Us?
 New Car Shopper
◦ Is it in-stock and available (or can you get it for me)?
◦ What will it cost me?
 CPO Shopper
◦ Is it STILL in-stock?
◦ Tell me something about the car not on the window
sticker
Does Our Current Process Address
these Questions?

69. What do Online Shoppers Expect?

70. What do Online Shoppers Expect?
 They want their questions answered

71. What do Online Shoppers Expect?
 They want their questions answered
 They REQUIRE PRICING to be addressed

72. What do Online Shoppers Expect?
 They want their questions answered
 They REQUIRE PRICING to be addressed
 They want, and need to be offered, CHOICE –
◦ Different option configurations available
◦ Alternate models, including CPO
◦ Lease, Finance, Cash methods of payment
 Multiple down payment choices
 Multiple term options
 12 and 15k miles per year on leases

73. What do Online Shoppers Expect?
 They want their questions answered
 They REQUIRE PRICING to be addressed
 They want, and need to be offered, CHOICE –
◦ Different option configurations available
◦ Alternate models, including CPO
◦ Lease, Finance, Cash methods of payment
 Multiple down payment choices
 Multiple term options
 12 and 15k miles per year on leases
 Try the menu approach…

74. Set and Exceed Expectations
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

75. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

76. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

77. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

78. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

79. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

80. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
8 Hours Later?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

81. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
8 Hours Later?
1 Hour and 45 Minutes Later?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

82. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
8 Hours Later?
1 Hour and 45 Minutes Later?
15 Minutes Later?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

83. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
8 Hours Later?
1 Hour and 45 Minutes Later?
15 Minutes Later?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

84. Set and Exceed Expectations
Each time you speak to or email a consumer you give
yourself the opportunity to establish CREDIBILITY.
What would you think if I promised you pricing
information within 2 Hours, but instead provided it:
8 Hours Later?
1 Hour and 45 Minutes Later?
15 Minutes Later?
Under Promise and Over Deliver – It Will Never Hurt
You
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

85. Customer Price Expectations

86. Customer Price Expectations
Customer Types
"Grinder"
20%
"Lay Down"
10%
"F

87. Customer Price Expectations
Customer Types
"Grinder"
20%
"Lay Down"
10%
"F
Treat Each Customer as if they’re looking
for a Fair Deal, not a “Grinder”…

88. Why Do I Need to EMail
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

89. Why Do I Need to EMail
 How did you feel when looking to buy any item and
the salesperson or clerk avoids your question about
pricing to talk about features and benefits?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

90. Why Do I Need to EMail
 How did you feel when looking to buy any item and
the salesperson or clerk avoids your question about
pricing to talk about features and benefits?
 Think of a jewelry store – when the price tags are
turned around do you assume the prices are high or
low?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

91. Why Do I Need to EMail
 How did you feel when looking to buy any item and
the salesperson or clerk avoids your question about
pricing to talk about features and benefits?
 Think of a jewelry store – when the price tags are
turned around do you assume the prices are high or
low?
When you don’t address price, people assume it’s
because either you’re embarrassed to discuss it
or that it’s too high… Then they focus on it!
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

92. Why Do I Need to EMail
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

93. Why Do I Need to EMail
 How many big-ticket items have you purchased in
your life without knowing what it would cost?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

94. Why Do I Need to EMail
 How many big-ticket items have you purchased in
your life without knowing what it would cost?
 In your experience, does talking about price over the
phone usually increase or decrease profits?
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

95. Why Do I Need to EMail
 How many big-ticket items have you purchased in
your life without knowing what it would cost?
 In your experience, does talking about price over the
phone usually increase or decrease profits?
E-Mail allows you to address price without talking.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

96. Why Do I Need to EMail
 How many big-ticket items have you purchased in
your life without knowing what it would cost?
 In your experience, does talking about price over the
phone usually increase or decrease profits?
E-Mail allows you to address price without talking.
When making follow-up phone calls, the Multi-Price
Menu E-Mail empowers you to focus on the customer,
ask questions, and SELL the APPOINTMENT – not the
car.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

97. Why Do I Need to EMail
 How many big-ticket items have you purchased in
your life without knowing what it would cost?
 In your experience, does talking about price over the
phone usually increase or decrease profits?
E-Mail allows you to address price without talking.
When making follow-up phone calls, the Multi-Price
Menu E-Mail empowers you to focus on the customer,
ask questions, and SELL the APPOINTMENT – not the
car.
It also eliminates the adversarial “how much is it”
question over the phone.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

98. The 3 Appointment Per Day Rule
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

99. The 3 Appointment Per Day Rule
All We Need to Do is Find a Way to Set
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

100. The 3 Appointment Per Day Rule
All We Need to Do is Find a Way to Set
Just 3 Appointments Per Day
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

101. The 3 Appointment Per Day Rule
All We Need to Do is Find a Way to Set
Just 3 Appointments Per Day
3 Appointments per Day
x 20 Working Days per Month
60 Total Appointments Set
- 30 No-Shows
30 Appointments Show Up
x 80% Closing Ratio for Set Appts that know their price up
front
= 24 SALES PER MONTH BY
APPOINTMENT
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

102. Best Outbound Phone
Call Practices

103. Best Outbound Phone
Call Practices
When and How Often?

104. Best Outbound Phone
Call Practices
When and How Often?
Outbound Phone Script

105. Best Outbound Phone
Call Practices
When and How Often?
Outbound Phone Script
Trigger Words

106. Best Outbound Phone
Call Practices
When and How Often?
Outbound Phone Script
Trigger Words
Overcoming Phone Fright

107. When and How Often?

108. When and How Often?
 What time of day are we calling?
◦ Make sure to stagger our times

109. When and How Often?
 What time of day are we calling?
◦ Make sure to stagger our times
 How many times per day are we calling?
◦ Day 1 – up to 3 attempts (depending on when we get the lead)
◦ Day 2 – 2 attempts
◦ Day 3 and beyond – no more than 1 attempt per day

110. When and How Often?
 What time of day are we calling?
◦ Make sure to stagger our times
 How many times per day are we calling?
◦ Day 1 – up to 3 attempts (depending on when we get the lead)
◦ Day 2 – 2 attempts
◦ Day 3 and beyond – no more than 1 attempt per day
 What are we saying when we get them on the
phone?
◦ Let our email set up the phone call
◦ Use the script on the next page

111. Outbound Phone Script

112. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?

113. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?

114. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?
Tell me, [CUSTOMER FIRST NAME], is a test drive important to you?

115. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?
Tell me, [CUSTOMER FIRST NAME], is a test drive important to you?
I’m curious - what are you currently driving? Tell me all about this vehicle: year, make,
model, condition, miles, color, flaws or needed repairs? Can you tell me what you like
best about your vehicle? (Explore)

116. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?
Tell me, [CUSTOMER FIRST NAME], is a test drive important to you?
I’m curious - what are you currently driving? Tell me all about this vehicle: year, make,
model, condition, miles, color, flaws or needed repairs? Can you tell me what you like
best about your vehicle? (Explore)
If there’s something you could have changed about your _______, what would it be?

117. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?
Tell me, [CUSTOMER FIRST NAME], is a test drive important to you?
I’m curious - what are you currently driving? Tell me all about this vehicle: year, make,
model, condition, miles, color, flaws or needed repairs? Can you tell me what you like
best about your vehicle? (Explore)
If there’s something you could have changed about your _______, what would it be?
So, will you be selling this vehicle privately or would you let us purchase it from
you?

118. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?
Tell me, [CUSTOMER FIRST NAME], is a test drive important to you?
I’m curious - what are you currently driving? Tell me all about this vehicle: year, make,
model, condition, miles, color, flaws or needed repairs? Can you tell me what you like
best about your vehicle? (Explore)
If there’s something you could have changed about your _______, what would it be?
So, will you be selling this vehicle privately or would you let us purchase it from
you?
In order for us to give you the best value for your current vehicle, we’ll need to see your
________, would today or tomorrow be more convenient for you? Morning or
afternoon? Is10:15 or 11:40 better? Great - we will see you on __________ at __________.
If for some reason something comes up, I will be sure to let you know. Will you please
let me know if you’re delayed or can’t make it?

119. Outbound Phone Script
Hi, is [INSERT CUSTOMER FULL NAME] there? This is ____________from Madison Jaguar -
am I interrupting anything? The purpose of my call is to make sure you received my
e-mail response to your request for a Jaguar. Did you receive my e-mail?
Were there any other options that you would like to have on this [MODEL] that we did
not include in the e-mail? Before you made a decision on this particular vehicle had
you considered any other makes and models? Are there any colors you would NOT
consider?
Tell me, [CUSTOMER FIRST NAME], is a test drive important to you?
I’m curious - what are you currently driving? Tell me all about this vehicle: year, make,
model, condition, miles, color, flaws or needed repairs? Can you tell me what you like
best about your vehicle? (Explore)
If there’s something you could have changed about your _______, what would it be?
So, will you be selling this vehicle privately or would you let us purchase it from
you?
In order for us to give you the best value for your current vehicle, we’ll need to see your
________, would today or tomorrow be more convenient for you? Morning or
afternoon? Is10:15 or 11:40 better? Great - we will see you on __________ at __________.
If for some reason something comes up, I will be sure to let you know. Will you please
let me know if you’re delayed or can’t make it?
I will send you an e-mail confirmation of the appointment that has directions to the
store.
Is this the best number to reach you or is there another number I should have?

120. Trigger Words

121. Trigger Words
Hi

122. Trigger Words
Hi
Interrupting?

123. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?

124. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?

125. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?

126. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?

127. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?

128. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?

129. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?

130. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?

131. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?

132. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?
Sell privately or can we purchase?

133. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?
Sell privately or can we purchase?
Bring it in for the most $$

134. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?
Sell privately or can we purchase?
Bring it in for the most $$
Tonight or This Weekend?

135. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?
Sell privately or can we purchase?
Bring it in for the most $$
Tonight or This Weekend?
Afternoon or Evening?

136. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?
Sell privately or can we purchase?
Bring it in for the most $$
Tonight or This Weekend?
Afternoon or Evening?
Confirmation E-Mail

137. Trigger Words
Hi
Interrupting?
Did You Get My E-Mail?
Other Makes?
Options and Colors?
Test Drive Important?
Driving Now?
Details, need work or repair?
Favorite features?
What would you change?
Sell privately or can we purchase?
Bring it in for the most $$
Tonight or This Weekend?
Afternoon or Evening?
Confirmation E-Mail
Thank You.

138. Don’t Fall Victim to Phone Fear

139. Don’t Fall Victim to Phone Fear
If you knew that you made $25 for each
outbound call, how many calls would you
make every day?

140. Don’t Fall Victim to Phone Fear
If you knew that you made $25 for each
outbound call, how many calls would you
make every day?

141. Don’t Fall Victim to Phone Fear
If you knew that you made $25 for each
outbound call, how many calls would you
make every day?
 Place a check mark on your calendar each time you
dial an outbound call.

142. Don’t Fall Victim to Phone Fear
If you knew that you made $25 for each
outbound call, how many calls would you
make every day?
 Place a check mark on your calendar each time you
dial an outbound call.
 At the end of the month, divide your gross pay by

143. Don’t Fall Victim to Phone Fear
If you knew that you made $25 for each
outbound call, how many calls would you
make every day?
 Place a check mark on your calendar each time you
dial an outbound call.
 At the end of the month, divide your gross pay by
THAT’S HOW MUCH $$ YOU
MADE FOR EACH CALL!

144. 4 Words and Phrases
That Work

145. 4 Words and Phrases
That Work
Guaranteed

146. 4 Words and Phrases
That Work
Guaranteed
Risk-free

147. 4 Words and Phrases
That Work
Guaranteed
Risk-free
Newest, latest, or cutting-edge

148. 4 Words and Phrases
That Work
Guaranteed
Risk-free
Newest, latest, or cutting-edge
Limit One to a Customer

149. General Best Practices
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

150. General Best Practices
Bring a Positive Attitude
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

151. General Best Practices
Bring a Positive Attitude
Manage Your Time Better
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

152. General Best Practices
Bring a Positive Attitude
Manage Your Time Better
Set Realistic Goals
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

153. General Best Practices
Bring a Positive Attitude
Manage Your Time Better
Set Realistic Goals
Know When to Move On
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

154. General Best Practices

155. General Best Practices
 No one wants to work in a job where they’re
unsuccessful.

156. General Best Practices
 No one wants to work in a job where they’re
unsuccessful.
 This is especially true in sales, where our
statistics are out in the open.

157. General Best Practices
 No one wants to work in a job where they’re
unsuccessful.
 This is especially true in sales, where our
statistics are out in the open.
 Everyone wants to feel like they are
successful and making money.

158. General Best Practices
 No one wants to work in a job where they’re
unsuccessful.
 This is especially true in sales, where our
statistics are out in the open.
 Everyone wants to feel like they are
successful and making money.
 Consider taking these steps to ensure your
success and sell more cars.

159. Practice 1: Positive Attitude
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

160. Practice 1: Positive Attitude
If you want to be successful, it makes things
easier to have a positive attitude.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

161. Practice 1: Positive Attitude
If you want to be successful, it makes things
easier to have a positive attitude.
 We know that being positive is very difficult when
sales are down and very few customers are coming
in the showroom.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

162. Practice 1: Positive Attitude
If you want to be successful, it makes things
easier to have a positive attitude.
 We know that being positive is very difficult when
sales are down and very few customers are coming
in the showroom.
 These are the times when it’s most important to
have a positive attitude.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

163. Practice 1: Positive Attitude
If you want to be successful, it makes things
easier to have a positive attitude.
 We know that being positive is very difficult when
sales are down and very few customers are coming
in the showroom.
 These are the times when it’s most important to
have a positive attitude.
 Avoid negative conversations and negative people.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

164. Practice 1: Positive Attitude
If you want to be successful, it makes things
easier to have a positive attitude.
 We know that being positive is very difficult when
sales are down and very few customers are coming
in the showroom.
 These are the times when it’s most important to
have a positive attitude.
 Avoid negative conversations and negative people.
Bring a positive attitude every
day and you will sell more cars.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

165. Reminder: Attitude
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

166. Reminder: Attitude
Remember: Our attitude affects 100% of our sales
performance…
A = 1
T = 20
T = 20
I = 9
T = 20
U = 21
D = 4
E = 5
100%
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

167. Practice 2: Time Management

168. Practice 2: Time Management
If we want to be successful, we have to
maximize every minute of the day to build that
success.

169. Practice 2: Time Management
If we want to be successful, we have to
maximize every minute of the day to build that
success.
 Instead of standing around waiting for the
customers to arrive and talking with co-workers,
let’s work our database of prospects – this is a
CONTACT sport.

170. Practice 2: Time Management
If we want to be successful, we have to
maximize every minute of the day to build that
success.
 Instead of standing around waiting for the
customers to arrive and talking with co-workers,
let’s work our database of prospects – this is a
CONTACT sport.
 Make phone calls to customers, send follow-up e-

171. Practice 2: Time Management
If we want to be successful, we have to
maximize every minute of the day to build that
success.
 Instead of standing around waiting for the
customers to arrive and talking with co-workers,
let’s work our database of prospects – this is a
CONTACT sport.
 Make phone calls to customers, send follow-up e-
When you use your time
effectively, you will get
better results for your effort.

172. Practice 3: Set Realistic Goals

173. Practice 3: Set Realistic Goals
How will you know you’re successful if you
don't have goals?

174. Practice 3: Set Realistic Goals
How will you know you’re successful if you
don't have goals?
 Goals help us to stay motivated for success, as well
as keep us positive as we make progress.

175. Practice 3: Set Realistic Goals
How will you know you’re successful if you
don't have goals?
 Goals help us to stay motivated for success, as well
as keep us positive as we make progress.
 Every day, every week, every month, every year we
should all set achievable goals for ourselves to
measure our success.

176. Practice 3: Set Realistic Goals
How will you know you’re successful if you
don't have goals?
 Goals help us to stay motivated for success, as well
as keep us positive as we make progress.
 Every day, every week, every month, every year we
should all set achievable goals for ourselves to
measure our success.
 Without goals we’re less motivated and less likely to
succeed.

177. Practice 3: Set Realistic Goals
How will you know you’re successful if you
don't have goals?
 Goals help us to stay motivated for success, as well
as keep us positive as we make progress.
 Every day, every week, every month, every year we
should all set achievable goals for ourselves to
measure our success.
 Without goals we’re less motivated and less likely to
succeed.
Approach each prospect as a
potential contributor to your
ultimate goal. Keep a picture
to remind yourself.

178. Practice 4: Know When to Move
On

179. Practice 4: Know When to Move
On
Successful salespeople know that after doing
everything possible but still not closing, our
best option is to TO to our Sales Manager and
move on.

180. Practice 4: Know When to Move
On
Successful salespeople know that after doing
everything possible but still not closing, our
best option is to TO to our Sales Manager and
move on.

181. Practice 4: Know When to Move
On
Successful salespeople know that after doing
everything possible but still not closing, our
best option is to TO to our Sales Manager and
move on.
 Your Managers can help you save deals – use the
different voices to your advantage.
◦ Give them as much information as possible – they may think of
something you didn’t…

182. Practice 4: Know When to Move
On
Successful salespeople know that after doing
everything possible but still not closing, our
best option is to TO to our Sales Manager and
move on.
 Your Managers can help you save deals – use the
different voices to your advantage.
◦ Give them as much information as possible – they may think of
something you didn’t…
 Most people think that giving up is a negative thing,
but the reality is that you’re not going to close every
up you work with – this is a numbers game.

183. Practice 4: Know When to Move
On
Successful salespeople know that after doing
everything possible but still not closing, our
best option is to TO to our Sales Manager and
move on.
 Your Managers can help you save deals – use the
different voices to your advantage.
◦ Give them as much information as possible – they may think of
something you didn’t…
 Most people think that giving up is a negative thing,
but the reality is that you’re not going to close every
up you work with – this is a numbers game.
 After all, while you’re losing time on something that
may not happen today, you could be spending time
making your next deal.

184. Overcoming Objections
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

185. Overcoming Objections
Simplify
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

186. Overcoming Objections
Simplify
Detach
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

187. Overcoming Objections
Simplify
Detach
Reshape
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

188. Overcoming Objections
Simplify
Detach
Reshape
Be Persistent
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

189. Overcoming Objections
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

190. Overcoming Objections
 Objections are a part of the car sales process.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

191. Overcoming Objections
 Objections are a part of the car sales process.
 Our job is to overcome those objections
without upsetting the prospect.
◦ Dismissing the prospect’s concerns is never effective.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

192. Overcoming Objections
 Objections are a part of the car sales process.
 Our job is to overcome those objections
without upsetting the prospect.
◦ Dismissing the prospect’s concerns is never effective.
 Instead, let’s face the objection head-on and
show the prospect how their concerns are
justified.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

193. Overcoming Objections
 Objections are a part of the car sales process.
 Our job is to overcome those objections
without upsetting the prospect.
◦ Dismissing the prospect’s concerns is never effective.
 Instead, let’s face the objection head-on and
show the prospect how their concerns are
justified.
 At the same time, we have to overcome the
objection and prove to the prospect that
buying THIS car is the best choice they can
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

194. Idea 1: Simplify the Objection
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

195. Idea 1: Simplify the Objection
Most prospects will start with a general
objection.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

196. Idea 1: Simplify the Objection
Most prospects will start with a general
objection.
 Phrases like “We need to think about it” or “We’re not
sure we’re ready to buy” are too vague.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

197. Idea 1: Simplify the Objection
Most prospects will start with a general
objection.
 Phrases like “We need to think about it” or “We’re not
sure we’re ready to buy” are too vague.
 Prospects use these objections in place of their real
concern.
◦ If the prospect says they need to think about it, there is
something specific they want to think about.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

198. Idea 1: Simplify the Objection
Most prospects will start with a general
objection.
 Phrases like “We need to think about it” or “We’re not
sure we’re ready to buy” are too vague.
 Prospects use these objections in place of their real
concern.
◦ If the prospect says they need to think about it, there is
something specific they want to think about.
 Asking what the problem is usually is the quickest
way to find out.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

199. Idea 1: Simplify the Objection
Most prospects will start with a general
objection.
 Phrases like “We need to think about it” or “We’re not
sure we’re ready to buy” are too vague.
 Prospects use these objections in place of their real
concern.
◦ If the prospect says they need to think about it, there is
something specific they want to think about.
 Asking what the problem is usually is the quickest
way to find out.
 Try “I understand that making a large purchase
requires thought, however: what are you most
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

200. Idea 1: Simplify the Objection
Most prospects will start with a general
objection.
 Phrases like “We need to think about it” or “We’re not
sure we’re ready to buy” are too vague.
 Prospects use these objections in place of their real
concern.
◦ If the prospect says they need to think about it, there is
something specific they want to think about.
 Asking what the problem is usually is the quickest
way to find out.
 Try “I understand that making a large purchase
requires thought, however: what are you most
Simplify the objection and you can
tackle it much easier.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

201. Idea 2: Reshape the Objection
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

202. Idea 2: Reshape the Objection
One of the most effective ways to overcome an
objection is by reshaping it.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

203. Idea 2: Reshape the Objection
One of the most effective ways to overcome an
objection is by reshaping it.
 Every objection boils down to the fact that the
customer wants to know they are doing three
things:
◦ Getting a Great Deal
◦ Buying Something They Can Afford
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

204. Idea 2: Reshape the Objection
One of the most effective ways to overcome an
objection is by reshaping it.
 Every objection boils down to the fact that the
customer wants to know they are doing three
things:
◦ Getting a Great Deal
◦ Buying Something They Can Afford
If you can use these points to rebut an
objection, then you can quickly overcome it.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

205. Idea 3: Detach the Objection
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

206. Idea 3: Detach the Objection
Detaching the objection is the process of
eliminating anything else that comes in the
way of closing the sale.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

207. Idea 3: Detach the Objection
Detaching the objection is the process of
eliminating anything else that comes in the
way of closing the sale.
 For example: a customer says, “The car costs too
much.”
◦ I would reply, “If we can get the price down to a comfortable
level would there be anything else holding you back from
buying the car?”
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

208. Idea 3: Detach the Objection
Detaching the objection is the process of
eliminating anything else that comes in the
way of closing the sale.
 For example: a customer says, “The car costs too
much.”
◦ I would reply, “If we can get the price down to a comfortable
level would there be anything else holding you back from
buying the car?”
 To this, the customer can disclose any other
objections or let you know that you’ve addressed
their concerns and they’re ready to go forward.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

209. Idea 3: Detach the Objection
Detaching the objection is the process of
eliminating anything else that comes in the
way of closing the sale.
 For example: a customer says, “The car costs too
much.”
◦ I would reply, “If we can get the price down to a comfortable
level would there be anything else holding you back from
buying the car?”
 To this, the customer can disclose any other
objections or let you know that you’ve addressed
their concerns and they’re ready to go forward.
If they agree, you only have one thing
preventing you from closing the sale
(in this case, the price).
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

210. Idea 4: Be Persistent
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

211. Idea 4: Be Persistent
 In most cases you will face 4-6 objections
before you’re able to close the sale.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

212. Idea 4: Be Persistent
 In most cases you will face 4-6 objections
before you’re able to close the sale.
 Don't give up - keep asking “WHY” until there
is nothing left to object to.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

213. Idea 4: Be Persistent
 In most cases you will face 4-6 objections
before you’re able to close the sale.
 Don't give up - keep asking “WHY” until there
is nothing left to object to.
Once you’ve covered every
objection and satisfied the
prospect’s wants and fears,
there is nothing left to do
except ask for the sale and
fill out the paperwork.
Copyright 2010 Infinite Prospects, Inc. - May not be copied or distributed without permission

214. Thanks for Your Time

215. Thanks for Your Time
Use These Techniques
And You
CAN NOT FAIL!