vBDC Inbound Sales

Refresher Course

Welcome to vBDC Inbound Sales

The goal of Inbound Sales is to either schedule an appointment for the customer to come in and take a test drive OR take a message so a sales person can call the customer back.

Not all dealership's allow DMEautomotive to schedule their appointments, but for the ones that do one must be offered on EVERY call. The appointments are scheduled in the DMEa Tool.

Inbound SALES Customer Profile

What should you know about these customer’s:

Most of the customer’s calling reach a VRU (voice response unit) and selected

the Sales department. The customers you will encounter not only want quick

answers, they are expecting to you to have the quick information.

A vBDC specialty agent needs to understand the customer’s level of urgency

and be comfortable providing a solution with minimal information.

While handling Inbound Sales calls you will encounter 2 types of customer:

The Internet/Prospect Customers

Customer contacting the wrong department

Inbound SALES Customer Profile Cont’d…

Internet/Prospect Customers:

They have seen the car ‘online’ and

want to know:

The price $$$

The mileage ##

Is it available??? Inventory

They want a QUICK Answer

Inbound SALES Customer Profile Cont’d…

The second type of customer is one who may have selected the

wrong prompt and need to reach a different department such as

“Parts, Service, or Collision”. In the event that the customer has

reached the wrong department, this is the ONLY exception when a

“cold transfer” can be performed.

How to Cold Transfer

In order to maintain our world class

customer service, let’s review

essential tips on how to handle the

call.

Tips for Handling the Call

Focus

What do you think a customer’s self talk is when they call into the sales

department and the agent answers the call with, “Are you calling to

schedule a SERVICE appointment?”

It is important to open the call with a greeting that reflects the purpose of

the call. Otherwise, this creates customer confusion, frustration, and refusal

to provide personal information. Even more, the agent is placed in the

position to convince the customer they are able to assist them.

Tips for Handling the Call Cont’d…

Remember most Inbound Sales calls are opened with the following greeting

“Hello, thank you for calling [dealer], this is [agent]. Are you calling about a

vehicle you've seen online?”

In the event you experience a slow submit the phrase “Are you calling the

schedule an appointment or about a vehicle you have seen online?” may be

used instead.

Apply the SAS Technique as needed:

S - Summarize

A - Apologize if necessary

S - State commitment to help

Tips for Handling the Call Cont’d…

Much like regular vBDC Inbound, we are tasked with

providing solutions for our dealerships customers.

For non transfer and transfer dealers, we will need

to probe the customers buying needs and pass the

information along to the dealership.

Ask Probing Questions

1st Level probing questions

Mileage or year range?

Any specific color?

Sedan/ SUV/Crossover?

Passenger size?

Special equipment options?

4door/ 2door?

Test driven the vehicle?

Price range?

Buying time frame

Ask Probing Questions

2nd Level of probing questions

Use the drop down menus for Year and Make:

Include the TRIM level with Model if provided (example: F150-XLT

Supercrew)

Ask if they know the STOCK # (Leave blank if unknown)

Ad Source: How did you hear about us? (Capture the website,

magazine, radio/tv station, newspaper the customer was referred

by)

ALWAYS answer whether the dealership needs to be sent a message

and be sure to leave detailed information about their buying needs.

Rebuttal

Built in rebuttal mouse over’s are placed at the bottom of your one

page format screens. Utilize them for quick needed responses.

Leaving Comments

Comments are to be detailed as possible. Be sure to

include the following information: First & Last Name

Best contact number

Reason for call

Name of person contacting (If applicable)

Appointment date & time (If applicable)

Additional information relevant to the appointment/vehicle

purchase

Dispositions

The most commonly used dispositions you are going to

use are: Survey

• INFORMATION is discussed during the call. A service or sales appointment is not

scheduled.

Sales Appointment• A SALES appointment is scheduled using a VBDC Appointment Tool.

VBDC Transfer• A call is TRANSFERRED to the dealership. A sales or service appointment is not

scheduled during the call.

VBDC Email• The dealership needs to FOLLOW UP with a customer. A sales or service appointment

is not scheduled, or transferred to the dealership.

Hang Up• A call is received in “AFTER CALL” status. There is no interaction or conversation

between you and the customer. For example; you can hear background noise.

Hot Lead• Used for INBOUND SALES when a customer is interested in purchasing a vehicle or will

be in the market for a vehicle within the next 6 months. Provides vehicle or customer

contact information, but, does not want to schedule an appointment.

Customer Concern• A customer is dissatisfied. The dealership needs to be made aware of the customer’s

concern or complaint. If the customer is extremely irate, attempt to transfer, if

transfer unsuccessful, note attempted to transfer and disposition using customer

concern.