Professional Documents
Culture Documents
20 Outbound Call Scripts
20 Outbound Call Scripts
CALL SCRIPTS
NOT: “Bill tells me you’re looking for a car/in the market/looking to purchase...”
The referral might complain, “Why did you give them my name?” Worse yet, that means you could also lose the referral
The way to avoid this and have a quality conversation with this referral
is by following this script:
“Hello, ?”
“The reason I’m calling, (referral’s name), is that I recently had the opportunity to help a friend/coworker/neighbor of yours,
“Well, (referral’s name), I get most of my business from repeats and referrals, from people just like you and (customer’s
name). I didn’t call you to put on the spot, and I would never put (customer’s name) on the spot, he’s a good customer, but
as we were talking, your name came up as someone who, one of these days, might possibly consider some type of vehicle for
Follow up with:
“That’s a great place to start.” Or, “You picked a great time to consider...”
reason I’m calling is to thank you again for referring Mr. Smith.” (pause) “I want you to know that I did introduce myself and let him
know that when the time comes for him to be in the market for a new/used vehicle, I would be more than happy to assist him.”
Give status
• “He’s coming in/he bought/came in but still considering/etc.”
• “Again, the main reason for my call is to say thank you. I appreciate your confidence in
(Optional)
“While I have you on the phone, who do you know besides ?”
“Hello is there?”
“Did I get you at a bad time?” OR: “I hope I didn’t interrupt anything important.”
“This is at The reason I am calling is to get back to you and thank you for allowing me to assist you in the
purchase of your .”
2 (Remember, your reason for calling is not to see how the car is running or to ask for prospects – prospects come later in
the call!)
“In about seven to 10 days from now, you will receive a survey from . I work hard to get a perfect score. Your 100%
satisfaction means everything to me. If there is anything to prevent you from giving me a perfect score, would you please call
Post-CSI
CUSTOMER satisfaction means everything when it comes to building repeat and referral business.
If you make a big deal of it at the delivery and again at your three-day follow-up call, then make a big deal of it when the
survey is returned/completed.
Thank those people who gave you the perfect scores and address the problems with the people who didn’t! They might be
unhappy now, but showing concern and personally doing everything possible would go a long way for future business.
“This is from . I just wanted to thank you for the score you gave me.”
OR:
“I wanted to call and address/apologize for your concerns/problems/ situation/ dissatisfaction, etc. Your business means a
lot to me both now and in the future. If I can be of service to you at any time for anything, please do not hesitate to call.”
“
“Too bad no
one’s in the
market right
now, because...”
“This is . The reason I’m calling is that I’ve recently joined the sales team at and, (his/her name), I know
the last thing you probably thought of when you woke up this morning was to go out and get a new or used car, truck, or van
for yourself or a family member. But one of these days it is likely to happen, and when it does, all I ask is that you give me a
“What made you say ? Have they been thinking about doing something one of these days? GREAT! Because right
now we have a tremendous selection of new and used vehicles. We also have unbelievable incentives on some of our models,
and we’re also having one of our best months this year. It’s a great time to buy!”
OR:
“Too bad no one’s in the market right now, because...”
“When is/are (s)he/you available to come in? What’s best – daytime or evening?”
You would ruin the call by coming out of the gate with the reason for your call being, for example, a big sale/rebates/would
you consider trading, etc.
It would be like saying, “We haven’t cared about you since we’ve cashed your check. But now that I desperately need a sale, I
thought I’d call you.”
“The reason I’m calling is to apologize – not for something I’ve done, but rather for
something I haven’t done! You see, when I helped you with the selection of your ,I
told you then that I would be following up with you from time to time to help you with any further automotive needs. Well, I
was going over some of my owner records, and I realized that it’s been quite a while since I spoke to you last. As a profession-
al, I feel I haven’t followed up with you as I should, and for that I’d like to apologize.” (pause)
“Do you still have the I helped you with?” “Is that the only vehicle in the household?”
“Of all the drivers in the household, who’s most likely to be in the market next?”
Orphan-Ups
Orphan-ups are people who have visited your dealership looking for a vehicle and were waited on by a
salesperson who’s no longer working there.
Because at one time they were “in play” and it is undetermined whether or not they have purchased yet, it makes
these people prime candidates to call as a new salesperson.
Obviously, start with the most recent and work your way backwards.
Before you call them, it would be wise to look into your CRM for possible history. The more history (previous
purchases, service visits) the better your odds are of doing business. In addition, go through the list with your
sales manager, who should be able to provide insight before you make the call.
“This is from . The reason I am calling is . I see you were in our dealership on
(date), and the salesperson who was working with you is no longer at our dealership. Did you end up purchasing
anything?”
If NO:
“What were/are you looking for? How was it we were not able to help you?”
“I’m sure if you give me a chance I could help you. Let’s get together this morning/afternoon/ evening. How
about o’clock?”
If YES:
“Well, thank you for stopping by and giving us the opportunity to help you.”
Orphan Owners
ORPHAN owners are dealership customers who have bought a vehicle from a salesperson who’s no longer
employed there.
These are high-return calls. They bought from your dealership, live in the area, and were happy with your dealership
at least one time (the purchase). And, if they are happy with the product and buying experience, they are likely to
come back to purchase again – and refer other potential customers to you as well.
Don’t start by calling three- or four-year-old “orphans.” There’s no magic there! Wrong numbers, indifference...
nobody has shown them any love for years...they have bought since then, etc. Start with the most recent orphan
owners and go from there. They are the happiest and most connected to the dealership.
Forget the fact that they might not be in the market and focus on the other drivers in the household and referral
prospects. Trust me on this one!
Also, if they ask you what happened to their original salesperson, or where they went, your answer is always, “I’m
not sure.”
“This is from . The reason that I am calling is that the salesperson that helped you with your
purchase is no longer with our dealership and because your business is very important to all of us here. I wanted to
call and let you know that I am happy to help you in any way. Do you still own the ?”
Birthday / Anniversary
OKAY, let’s face it. You have to have a reason to call people, and it has to be to their benefit. Sooner or later you will run
out of reasons.
Birthdays and anniversaries are good reasons to call. Not only does it give you a great chance to follow up on them but at
the same time gives you an opportunity to develop prospects.
Call them two to three days before. After the date, it’s “old news.” On the date, you are too far down the food chain to
make a difference. But two to three days before is perfect.
“I was going to call you on your birthday/anniversary to congratulate you, but we will be in the middle of one of our biggest
sales/promotions of the year. I have a lot of my customers coming in for that, and I figure if I wait until your birthday/
anniversary it would get lost in the shuffle and I would probably forget.”
If they bite with, “What kind of sale?” ...follow with a tongue-in-cheek, “Not you, too!”
OR:
“Why, are you considering a well-deserved birthday/anniversary present this year?”
If they don’t bite – or either way:
Appointment
Confirmation
HERE’S my take – appointment confirma-
tions can go either way.
Missed Appointment
Follow-Up Call
Salesperson
IF this happens, call your customer as soon as possible after you miss an appointment.
“Hello, could I speak with ? I hope I didn’t catch you at a bad time.”
If YES:
“Well, what I have to say is important, but certainly not urgent. When is a better time for me to call?”
If NO:
“This is from ABC Dealership and the reason I’m calling is to apologize for not being able to help you last night. It’s
been so busy down here and I must have gotten caught up with the big sale going on. So, if you did come in last night, were you
taken care of properly?”
“Oh, you didn’t come in? Great! I’m glad I didn’t miss you. If you are still considering the , I’d love to have the oppor-
tunity to meet with you. When are you more available - later this afternoon or this evening?”
Finance Termination
“MR./MRS. J ONES, did I get you at a bad time?”
“This is _____ with ______. The reason I’m callingis my used car manager/general manager has asked me to call you because
we are looking for good quality pre-owned/ used vehicle like yours. And before we go out to the marketplace, we would
prefer to offer above-market values (top dollar) to our preferred customer base. If you were able to achieve $500 – maybe
$1,000 – over normal market value, would you consider exchanging your vehicle?”
give you a professional appraisal and qualified price.” (Prospect the household.)
time.”
“
“The zero flip gives
you a good reason
to call, but always
stick to the Quality
Conversation”
Three Keys:
1 No money out of pocket – an attention gesture
Don’t overanalyze this. It isn’t some “con” technique. Depending on the equity, in many cases they can get a nicer vehicle or
a lower payment – or even both! I use this technique only as a reason to call. Remember, your reason to call is always to their
benefit. When you complete a quality conversation with them you might find that the best prospect in the household might
NOT be the person you are calling. The son might be looking for a used car. Maybe mom’s been having problems with her car
and has thought about trading. Perhaps dad needs a new truck.
The zero flip gives you a good reason to call, but always stick to the Quality Conversation:
“This is Tom Stuker from Stuker Automotive. The reason I’m calling is to let you know that you qualify for a zero flip. A zero
flip is your ability to come down to the dealership with zero money down and flip into a similar or even nicer vehicle for about
the same payment you make now – maybe even less! Maybe the last thing you thought about when you woke up this morning
was getting yourself a nicer car/truck for a lower payment, but it’s sure nice to know that’s an option, isn’t it?”
Incidental Contact
WHEN calling a recently sold customer at work and a third-party answers the phone, you should ask the person who
answered the phone to leave a written message. Engage the person who answered with the following prospecting and
referral technique. Afterward, you should also request to leave a voicemail.
“I seem to have the worst luck with voicemails. May I leave a message with you? Do you have a pen or pencil handy?”
“Please, could you ask him/her to call me as soon as possible? This is with and my number is . I recently
had the opportunity to assist him/her on the purchase of his/her new , and I wanted to thank him/her again and to go
over few a details. Have you had the opportunity to see his/her new ?”
“What type of vehicle are you driving?” “Those are great. What year is it?” “Did you buy that new or used?”
“How long have you had that ?” “How many drivers in the house?”
“What makes you think of ? Has he/she talked about the possibility of doing something one of these days?”
Calling Missed
Appointments
Script:
“(Customer’s name)? I hope I didn’t get you at a bad time...”
“This is (name) from (company), and the reason I’m calling is to apologize for not being able to help you last night. It’s been
very busy down here, and I got caught up with the big sale going on. So, if you did come in last night, were you taken care
of properly?” (pause)
“Oh, you didn’t come in? Well, great! I’m glad I didn’t miss you.”
“If you are still considering the (vehicle), I’d love to have the opportunity to meet with you. When are you more available –
Set a specific appointment and have them write it down along with your name and number.
“If for some reason you can’t make it in, please don’t hesitate to phone me. If something changes on my end, what’s the
It’s great for new salespeople because it provides them with an instant database they’ll need in order to get the 600
households, which provide them an opportunity for 20 units a month on 10 Quality Conversations a day.
Bottom Line:
They are trying to get rid of a vehicle no longer needed because:
a. They want to replace it and feel they can do better selling it themselves before purchasing a replacement
b. They bought something else and still believe they can do better selling it themselves
c. It’s a vehicle they no longer need and just want to sell it
“Hello, ?
“This is . The reason I am calling is, I saw you advertised your (vehicle) on/ in . Is it still for sale?”
(If yes) “How much do you want for it? Is that price negotiable?”
If it is, it is.
“The reason I ask is that I work at , and we are really shorthanded on good used vehicles. Have you had it
appraised yet?”
2 “I hope I didn’t get you at a bad time. My name is from (dealer name), and the reason I
am calling is that I am trying to reach (customer name). He/she had bought a (vehicle) from us,
and I want to make sure they are satisfied with their vehicle. Customer satisfaction is very
important to us here at (dealer name).” (pause) “So what are you driving these days?”
“This is from Stuker Motors. The reason I’m calling is I noticed you recently visited our service department, and I just wanted
to make a quick public relations call to thank you. We truly appreciate any opportunity to be of service to you. Did you
receive the excellent service you expected?”
If customer’s vehicle requires or has had a great deal of repair work performed, they might be frustrated. Let the customer tell
you, then offer the following...
“Well, I get the feeling you’re already weighing out your options. The question is, do you want to pour more money into
a vehicle you’ll never get it back out of, or would you be better off with a vehicle that offers you peace of mind, a reliable
vehicle with a warranty. Am I right?”
“Considering our service department is already helping to maintain your (vehicle), the least we can do is share with you the
information you’ll need – so when the time does come, you’ll be better informed.”
(Reluctant)
“Let’s start working on some of those options. When are you more available – daytime or evenings? You know your schedule
better than I do, you pick a time. If you are running early let me know. I would much rather be waiting on you, than have you
waiting on me.”
(If Yes) “Do you remember who your sales consultant was?”
(If No – or the sales consultant is no longer with you dealership, continue as follows):
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