PHONE SCRIPTS INSIDE

www.carwars.com | 833-245-9895

Car Wars tracks and reviews every inbound and outbound phone call at your dealership. Our expert human review team, combined with artificial intelligence, quickly evaluates how well the call was handled and whether a follow-up is needed.

Car Wars actively works to help dealerships improve performance by:

“I have Car Wars up all day. The Pursue Box sheds light on missed opportunities. If a missed call comes in the Pursue Box, I can assign it to someone to call back. If a ‘no appointment request’ comes in, we have a manager call back. We have gotten a few deals doing that.”

RAY ANDERSON, Internet Manager, AMSI’s Fort Mill Hyundai

NEVER MISSING AN OPPORTUNITY

Be alerted via text or email when a Sales opportunity needs your

attention.

HOLDING YOUR TEAM ACCOUNTABLE

Improve team performance with agent-level reporting that shows you how every inbound and

outbound call was handled.

GETTING INSIGHT AT A GLANCE

Utilize our easy-to-digest reporting that highlights performance trends and areas for improvement on the

phone.

SEARCH ALL CALLS Pursue Box2 Outstanding Pursue Opportunities

Pursue Box DialerProfile

0:00

480-696-6390

02:23

Connected, Sales OppNo Appt Request

Website 214-800-1234

Tue, Oct 30, 2018 - 8:57 AM

Open in CRMMike Williams

Ext 3

Agent answers the call. Caller & agent greet each other. Caller’s name is Mike – #214-456-7890. Caller is interested in a Honda Accord LX, stock #18633 & asked for availability. Caller talks about his vehicle preferences regarding specs, features, & color. Agent says he will check the availability of the vehicle and call him back. Call ends.

Bryce Kent51% Talk Time

Tuesday, October 30

Missed Sales Opp 3m agoAppt opp, no requesthttps://rvcll.com/touch.cfm?u=nskfn&viRjvi&a=sms.slide to view

100%Service

OWN THE PHONEAT YOUR DEALERSHIP

INBOUND CHEAT SHEETHOW TO OWN THE PHONE WHEN

New lead calls in

INTRODUCE AND COLLECT CALLER’S INFORMATION

“Thank you for calling _____________________________, my name is _______________. How may I help you?”

Caller’s name (make sure to repeat customer name throughout the entire call) ____________________________________________________________

Phone number ________________________________________ Email (if applicable) ___________________________________________

FACT FINDING: WHAT ARE THEY LOOKING FOR?

“You’ve called the right place. I’m going to do everything I can to make sure we get you in the perfect car. Is there a particular vehicle you are interested in?”

Vehicle inquiring about ____________________________________ Other models? (never limit inventory) _____________________

Desired vehicle specifications _____________________________ Trading in? ______________________________________________

REQUEST AND SET THE APPOINTMENT

“Is there anything else we need to consider before we bring you in for a test drive?”

Yes ___________________________________________________________________ No (address the concern and then option close)

OPTION CLOSE: “I have an opening at ________ and ________. Does one of those work for you?”

Firm appointment set for ________________ at ________________ a.m./p.m.

Soft appointment for ________________ a.m./p.m.

“I’ll give you a call tomorrow to see if you’ve narrowed down a time you can come in. Would it be better for me to call tomorrow morning or afternoon?”

Follow up on ________________ at ________________ a.m./p.m. to firm up time.

Declined. “If we get something in that you might be interested in, can I give you a call back?”

CLOSE

“Thank you ______________. I will see you on ________ at ________. When you get here, come straight to _______________________________ and ask for ________________________. Again, my name is ________ and you can contact me directly at ______________________. Should anything come up before then, please don’t hesitate to call me.”

• Thank the caller.• Provide directions to the dealership if needed.

• Provide instructions for what the caller should do upon arrival.• Give your contact information should something change.

START

caller’s name where in the dealershipwho the appt. is with direct phone number

OUTBOUND CHEAT SHEETHOW TO SALVAGE MISSED OPPORTUNITIES WHEN

Never connected

Hi, my name is ______________. I am a ________________ at _____________________. We missed a call from this number and I want to make sure we get you taken care of. How can I help you today?

START

Didn’t leave messageLeft message

IF THEIR NEEDS WERE ALREADY TAKENCARE OF AT ANOTHER DEALERSHIP

IF CALLING FORVEHICLE INFORMATION

“I want to thank you for calling in. We have a wonderful Service department so please keep us in mind for any assistance or services you may need down the road, we’ll be happy to take care of you.”

“I would be happy to get you all the information you need about the vehicle you are interested in. Let’s go ahead and clarify some of your preferences.”

• What is his/her desired vehicle specifications? • Is he/she interested in any other models?• Will he/she be trading in?

REQUEST AND SET THE APPOINTMENT

“I have an opening at _________ and _________. Does one of those work for you?”

FIRM APPOINTMENT set for_______ at _______ a.m./p.m.

“I’ll give you a call tomorrow to see if you’ve narrowed down a time you can come in.”

SOFT APPOINTMENT set for_______ at _______ a.m./p.m.

“Would it be better for me to call tomorrow morning or afternoon?”

“Follow up on _________ at _________ a.m./p.m. to firm up time.”

DECLINED “If we get something in that I think you might be interested in, can I give you a call back?”

CLOSE

“Thank you ______________. I will see you on ________ at ________. When you get here, come straight to _______________________________ and ask for ________________________. Again, my name is ________ and you can contact me directly at ______________________. Should anything come up before then, please don’t hesitate to call me.”

• Thank the caller.• Provide directions to the dealership if needed.

• Provide instructions for what the caller should do upon arrival.• Give your contact information should something change.

caller’s name where in the dealershipwho the appt. is with direct phone number

your name your position dealership name

INTRODUCTION

Everything you need to Own The Phone is in one simple package: Sales, Service and Artificial Intelligence.

WANT TO LEARN MORE ABOUT CAR WARS?

DO MORE WITH EXISTINGOPPORTUNITIES

Missed Opportunity Alerts

Caller Sentiment Detection

Texting

Sensitive Information Removal

Keyword Detection and Search

GAIN COMPREHENSIVEINSIGHT

CRISP Reporting

Voice Recognition

Caller Gender Detection

Foreign Language Translation

Voicemail Transcription

Call Recaps

ACTIVELY IMPROVE PHONEPERFORMANCE

Communication Dashboard

Daily Agent Stats Report

Dealership Stats Livestream

Live Listen / Join / Coach a Call

Agent Talk Time Analysis

Facial Expression Detection

HELP CUSTOMERS,QUICKER

Dynamic Customer Recognition

Customized Routing

Relevant Caller Info on Live Calls

Open in CRM Link on Live Calls

DMS Dip for Service Info

www.carwars.com | 833-245-9895

Molly HamiltonIB: Appt Opp

11:59AM

Fred DeckerOB: Appt Opp

11:20AM

Barry PhillipsVoicemail: Hi Rick, it’s Lewis from...

9:27AM

Wendy KennedyOutbound Caller ID

8:33 AM

Sam BenderText: Hi just checking in on our app...

1:38PM

All Convos

All Convos

Wendy Kennedy 802-745-3412CUSTOMER STATUS: APPT. NOV 1, 2018

Jack Simmons

Williamstown

Note: Wendy stopped by to visit the location.

Appt Opp, Declined Request, Not Booked Jack SimmonsTalked 35%

Website Sales Number, 802-403-5598 ext 2

0:00 2:23

Caller named Wendy. Would like to schedule an appointment for this week. Agent offers an appointment Friday or Monday. Webdy says she would like to visit the location before booking. Agent gives the caller directions before hanging up.

Live Conversation

Outbound Line

0:00

Jack Simmons

Outbound Caller ID, 802-745-3412

LISTEN LIVE

Nov 1 10:29 AM Jack Simmons

Nov 1 12:19 PM Tim Henderson

Nov 1 1:01 PM Jack Simmons

Nov 3 11:45 AM Jack Simmons