Appointments

Importance

Appointments are the most vital part of the dealership.

80% of inbound phone sales opportunities do not result in an appointment.It is not enough to rely on walk-ins alone.

If you are answering a caller’s questions without getting a firm, in-person commitment, you are creating a missed opportunity. You need to set a hard appointment if possible, every time.

If you simply say “come in whenever you are ready,” you are inviting the caller to call your competitor. By setting a firm date and time, they are more likely to show up.

Creates a sense of urgency for the consumer to come in:

"(Client Name) our vehicles tend to go rather quickly and I would hate to see you miss out on this opportunity are you available today to come see the vehicle?"

"(Client Name) I can not guarantee the vehicle will still be available and would love to make sure we set you up for success during a visit. What day and time would you like to come in?"

Setting Expectations

Appointments should be contacted the Day Of 2hrs prior to visit or first thing in the morning, a half hour past time set if late, the Evening prior with a reminder a half hour prior to close, and next day if reschedule or did not purchase.

Script Examples

Test Drive Appointment

"(Client Name) your appointment is all set. Remember to bring your driver license and current insurance at check in. Please call before starting your commute so we can confirm availability. We look forward to seeing you."

Test Drive With Appraisal Appointment

"(Client Name) your appointment is all set. Remember to bring your driver license and current insurance at check in with your current registration/title. Please call before starting your commute so we can confirm availability. We look forward to seeing you."

Test Drive Interest In Finance with Trade Appointment

"(Client Name) your appointment is all set. Remember to bring your driver license and current insurance at check in with your current registration/title if you have a trade-in. As you are interested in finance we recommend you bring three recent paystubs with you and a reoccurring monthly billing statement your receive in your name for proof of residency. Please call before starting your commute so we can confirm availability. We look forward to seeing you."

Missed Appointment

" Hi (Client Name), (Agent Name) with Auto Boutique thank you for taking my call. I am reaching out to see if you would like to reschedule your missed test drive appointment and offer my assistance."

Cancelled Appointment

" Hi (Client Name), (Agent Name) with Auto Boutique thank you for taking my call. We did not successfully get to see on your last appointment request. We understand sometimes things come up so I just wanted to reach out and offer my assistance. How is your day looking, any availability to come down today?"

Did Not Purchase

" Hi (Client Name), (Agent Name) with Auto Boutique thank you for taking my call. I am reaching out to see how your recent visit to our establishment went and if there is anything I can offer my assistance with?"

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