Introduction

Outbound:

"Hi, (Client Name), this is (Agent Name) with "Auto Boutique" reaching out regarding your recent inquiry for the the (vehicle of interest).

Clarifies who is reaching out to them why and what right away.

"Hi, (Client Name), this is (Agent Name) with "Auto Boutique" reaching out to offer assistance in your vehicle search based off of a request we received.

This client submitted a request to speak with someone and did provide clear information.

Inbound:

"Thank you, for contacting "Auto Boutique" this is (Agent Name) to whom do I have the pleasure of speaking with?"

Utilizing this greeting not only clarifies the caller reached the correct facility but also opens the agent up to start fact finding and researching.

Common Clarifying Questions

Inbound:

"(Client Name) just in case we are disconnected is the number you are calling from the best number to reach you at?"

In the event a disconnected call happens the agent is responsible for contacting the client back to continue providing assistance.

Both Inbound & Outbound:

"Just to make sure we keep in mind how far of a commute you have to our facility what is your zip code?"

"Are you interested in shipping or coming in person?"

"Do you have preference in communication?"

"Is this a mobile device or a home phone in case you would like text message communication?"

"Would you like to add an email address?"

"How soon are you looking to buy?

"How did you hear about us?

"Are you looking to finance or pay cash?

"Would you like for me to monitor the vehicle for you or assist you with reviewing something else?

"How can I best assist you?

Always alert the client that your are placing them on hold. A hold should never exceed 2 minutes and you should always thank the customer for their patience.

Always warm transfer a call to other departments.

"(Client Name) I am going to place you on a brief hold in the event we are disconnected is this the best number to reach you at?"

"(Client Name) please remain on the line while I connect you to the party you are needing to reach. In the event they do not answer would you like for me to connect you to their voicemail?"

"Thank you, for your continued patience (Client Name)....

Never offer expectations you will not keep. If you offer to follow-up with a client make sure you do so. Always callback if the line is disconnected.

"Hi! This is (Agent Name) returning your call is this (Client Name)?"

"Hi! This is (Agent Name) my apologies for the disconnected call. We were discussing....

"Hi, this (Agent Name) with Auto Boutique I received a missed call from this number. How can I help?"

Vehicle Available

“Hello (Client Name), this is (Agent Name) with Auto Boutique reaching out about the (vehicle of interest). I have some wonderful news! It is available! Please call back at (614) 369-1333 to schedule a test drive! Look forward to hearing from you, have a great day!

Vehicle Not Available

“Hello (Client Name), this is (Agent Name) with Auto Boutique reaching out about the (vehicle of interest). I have some information I would love to review with you! Please call me back at (614) 369-1333! Look forward to hearing from you, have a great day!

No Contact

“Hello (Client Name), this is (Agent Name) with Auto Boutique reaching out about the (vehicle of interest). I haven't spoken with you as of yet and would love to have a chat. Please call back when you have a moment at (614) 369-1333. Thank you!

“Hi (Client Name), this is (Agent Name) with Auto Boutique. I haven't spoken with you as of yet and want to make sure I'm doing everything I can to help in your vehicle shopping experience. Please call me back when you have a moment at (614) 369-1333. Thank you!

Still In The Market

“Hello (Client Name), this is (Agent Name) with Auto Boutique. It's been a moment since we last spoke and I just want to clarify if your are still interested. Please call back when you have a moment at (614) 369-1333 so I am considerate in the correspondence I provide. Thank you!

“Hi (Client Name), this is (Agent Name) with Auto Boutique. Reaching out to see if your still in the market for a vehicle and if there is any assistance I can provide. Please call back when you have a moment at (614) 369-1333 so I am considerate in the correspondence I provide. Thank you!

If you have called several times, and left several voicemails on the status of the vehicle and it has not changed, leave basic voicemails that best fit the situation.

Closing is just as important as the opening you are summarizing the call and setting the tone for how their next correspondence with us will be.

"(Client Name) Thank you, for your time is there anything else I can be of assistance with?"

Test Drive

"(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

"(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

"(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."