Call Strategy

Target customers who have a high interest rate to see if they’re interested in looking into something newer, with the possibility of a lower interest rate.

High Interest Rate

I work in Customer Relations specializing in high interest rates. I wanted to touch base with you because you may qualify for our Loyalty Program to where we could potentially cut your interest rate and maybe even lower your payments. If you have made all your payments on time and have not refinanced, you should qualify. 

Is that something you would like to look into with us?

Great, when can you come in so we can go over everything with you?

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The more strategic you are about who you call, when you call them, and what you say, the more effective you will be and the more cars you will sell!

Best Practices:

• Start every call by using your client’s name and asking them if you caught them at a good time. Once they say yes, identify yourself.

“Hi Mr. Walker, did I catch you at a good time?”

Yes

“Great this is Laura Reynes calling from Fred Anderson Nissan of Raleigh. I’m calling because…”

• Whenever possible, begin the call by thanking the customer. “Thank you” is disarming.

“Thank you for your previous interest..”

“Thank you for taking a moment to speak with me..”

• Make every attempt to set up a specific appointment, with a firm date and time.
  “We could probably come by sometime Saturday” is not a firm appointment. Narrow them down:

Are you thinking morning or afternoon? Earlier or later? 1pm or 5pm? When most likely?

• Anchor the appointment. “Great I’ve got you in my calendar. If you end up running a little early or a little late please give me a call and I’ll be happy to adjust my schedule.”

• ALWAYS make notes in eLead that you left a message with someone on a specific call, that you spoke with someone, so we can ensure we’re delivering the best ownership experience and not calling customers again and again.
  
• If a customer is a ‘no’, they don’t want to trade or come in, leave them with something TO THEIR BENEFIT.

“That’s not the most important thing. The most important thing is that you stay happy with your Highlander, and we intend to keep you that way. Anytime we can be of any assistance at all please don’t hesitate to give us a call.”