Game Plan Proficiency
Terms in this set (115)
Name the 11 steps to selling
1. Be ready to sell
3. Sell yourself
4. Qualify customer
5. Find the right car
6. Present the right car
7. Demo the car
8. Relax and review
9. Cursory appraisal
10. Establish, negotiate and commit
Name 5 basic things to accomplish in the greeting
2. Eye contact
3. Card them
4. Say their name 3 time
5. Make the customer say your name
Name the 5 qualifying questions
1. Where do you live?
2. Where do you work?
3. Where have you shopped?
4. What are you driving now / Is it a trade?
5. Who is the car for?
Name the 5 bonus questions?
1. Have you ever had your trade appraised?
2. Do you know how much you owe on your trade?
3. What kind of payment are you making and how much more can you afford?
4. Were you going to put some cash down?
5. How many miles per year do you drive?
If there is no trade how many bonus questions are there and what are there?
1. What kind of payment are you making and how much more can you afford?
2. Were you going to put some cash down?
3. How many miles per year do you drive?
Features should always be accompanied by ______________
Customers should always be shown what first?
a) The most expensive car on the lot
b) The smallest car on the lot
c) The advertised model
d) The cheapest car on the lot
e) All of the above
d) The cheapest car on the lot
As the value of a vehicle increases, what happens to the customer's price perspective?
What is the definition of a "Monroney"?
What is the definition of an auxiliary sticker?
Shows added equipment
Why do we use an auxiliary sticker?
To disclose added equipment prices.
What must be displayed on a new car in order to legally offer it for sale?
Parts content, Monroney
What must be displayed on a used car in order to legally offer it for sale?
Define new car
Never been registered
Define used car
New car with miles
New car returning to inventory register as used
When must a used car be disclosed as a previous rental car?
Always - when you know it is a rental
When is "bait and switch "OK"?
____________ is the easiest sell
How many no-charge used car warranties do we offer?
One - Factory certified
How do you determine what warranty a used car has?
When should a customer be "walked"?
After second opinion
What is your best selling tool?
Why don't we park all the same types of vehicles in one place?
To make people walk the lot
What is a V.I.P. customer?
One who bought at A.V. Ford Lincoln Mazda
What is a "V.O." customer
Visiting owner-bought elsewhere
Explain the used car pricing and year/model code.
First and last number - year number - middle numbers reversed plus 99
When is it illegal to offer a used vehicle for sale?
When it has no buyers guide
Name any 3 reasons to walk the lot everyday
1) Know where advertised specials are
2) Check on condition of vehicles
3) Get your attitude ready
4) Know where the cheapest cars are parked
5) Find stashed cars
6) Mix with Bird Dogs
7) Walk the trades to see what is coming out
What is a "Bird Dog"?
A person who refers a customer to you
What does asterisk (*) mean?
What is AV Ford's policy on Bird Dogs?
Salesperson always pays taxes and must tell Desk at the time of the deal
Name 2 of the best "Bird Dogs" that work at a dealership?
1) Service Writers
What is a "move"?
Some things you do in a situation
How long should a turn take?
30 seconds or less
What is the principle objective in accompanying the turn?
a) 5 qualifying questions
b) 5 bonus questions
Name 12 sources of income
1) Paid days off
2) Share the wealth
4) Salesperson of the month
5) Manufacturer money (spins)
6) Rollover bonus
7) Salary / hourly
8) Monthly bonus
9) Unit bonus
11) Basic percentage
Name 6 things to accomplish on every demo ride
1) Salesman drives first
2) Have a planned route
3) Have a transition point
4) Tell manager
5) Copy of drivers license and insurance
What is a good demo ratio?
What do we mean by making the customer's purchase "one outstanding"?
Park in buying zone
Define "Buying Zone" and which step is it used
During the demo ride park in the designated area. Step 7 - Relax and review
Define "Cursory Appraisal"
Walk around "hands on" appraisal without verbally acknowledging
What are you trying to accomplish with the "Cursory Appraisal"?
Make the customer aware you know their car
What are the first steps to every negotiation?
What is one of the most powerful things one human being can do to another?
Name any 10 rules of negotiating (any of the 25)
2) Determine what the negotiation is
3) Set the negotiation zone
4) Customer perceived as a winner
6) Talk low numbers / high numbers
7) Power of last thing
8) Talk difference
9) If you need 2 ask for 4
10) Power of ask
11) More thing to negotiate than money
12) Plant seed
13) Negotiate from strength
14) Power of par
15) Power of "should be"
16) Feature / Benefit
17) Before / After
18) Always ask yes-yes, never yes-no
19) Commitment by omission
22) Billy Jack
23) Never confuse what you are going to pay with 24) how you are going to pay
25) Failure is OK
What always goes in the Price Box?
When do we write down the customer's offer?
Name the "established" sequence by box
What can we do to make the establishments unique?
Do it in red ink
What are the 3 magic words?
How's that sound?
Why do we say they are "magic"?
Turns the salesperson from a liner to a closer
What is a "hit" number?
Starting number on trade
When should a customer's offer be acknowledged?
When it is retail
What are 3 ways to acknowledge another person?
2) Write it
The customer usually hears the _________ things you say.
What is the first thing we do when the customer objects to the price or the trade box?
Establish a difference
What is the first thing we do when the customer objects to the down or payment boxes?
Take out an application and start to write
What constitutes a write-up when the negotiation is in the top 2 boxes?
Correctly established and difference calculated
What constitutes a write-up when the negotiation is in the bottom 2 boxes?
Correctly established and credit application
What 6 things should we always do when establishing a deal?
1) Red ink
2) Retail price
3) Correct payment
4) Good verbal presentation
5) Interest rate posted
6) Hit number / trade
If the customer offers a price including tax and license, what do you do?
Re-establish including tax and license
What basic negotiation rule is used in the lowball?
Customer hears the last thing you say
When do we talk difference?
When the objection is in the trade or the price
What is the definition of a good deal?
Name 6 sources of training at AV Ford.
1) Certification tests
2) Sales meetings / seminars
3) Team leader
4) Mike Johnson discs
5) Mike Johnson classes
Where should you look to determine the policy of AV Ford?
When is harassment OK?
What is a washout?
Commission earned on a trade-in
Where do you sign in?
What should you turn in to your manager on a regular basis?
What is the approximate average payable gross at AV Ford?
What is Par for Closing Ratio?
In the case of a split between 2 salespeople, who receives the CSI credit?
Why do we keep track of floor traffic numbers?
If you can't measure it you can't manage it
When is the last day to ensure you are paid on a deal for a closing?
2nd working day
What is the #1 benefit of making "cold calls"?
What 4 phone calls are required of all salespeople?
1) 48-hour (48 minute call)
2) 14 day
3) 30 day
4) No sale - follow-up
Name the basic rule in the full tank of gas program for new cars only?
Fill a tank. "One tank only"
When should a 5-line credit app be taken?
When should "seperated" be marked on an application?
Why is the spelling of the last name so important on the credit application and how do you obtain the correct spelling of the name?
To pull a credit bureau / driver license
What should be requested from every self-employed applicant?
Income tax return
When can "under-the-table" income be used?
What should always accompany the name of a banker or lender?
What is a BCA?
Borrowed car agreement
When can a salesperson issue a BCA?
What is a 10-day trial exchange?
Used vehicle exchange privilege
Why should we never negotiate an equity difference?
Confuses what you're paying with how you're paying it
What is a "pick"?
Portion of down-payment due after the sale
What 2 categories can all customers be divided into?
What is an emotional decision?
One based on emotions / feelings
What is an intellectual decision?
One based on facts
Which type of decision is always more reliable?
What is AV Ford's dealer plate policy?
Every sales consultant must have one and use on all demos
When is it OK to park your personal car on the front lot or on the street?
When can you always count on receiving a large charge-back voucher?
When you put heat in the deal
What are the 2 Sales Managers audit points during the sale?
2) Relax and review
What is the most improtant observation to make about any car ad?
Theme of the ad
What is AV Ford's gas reimbursement policy for salespeople?
Who are the only people that can sign gas tickets?
Desk Manager and GSM
What is the method for solving commission discrepancies for salespeople?
Sales court or board
Name 7 things to accomplish when delivering your new car?
2) Check list
3) Ask for referrals
4) Setup maintenance video
5) AV Ford delivery video
6) Intro to the service department
7) Owners manual review
What do we use to document follow-up calls?
Each new vehicle must be delivered with a ____ tank of gas.
What is the minimum score for the Game Plan test?
You must be employed for _____ days before you start receiving benefits.
When is it OK to drive used cars?
Demo only or manager approval
When is it NOT OK to R.S. (Report of Sale) a vehicle?
When it is not rolled
When is it OK to drive a new vehicle without a dealer plate?
What is the potential fine for driving a new car without a dealer plate?
Amount of the license fee
What is the most important document in the entire Sales Department program?
Customer viewpoint questionnaire
When should the Customer Viewpoint Questionnaire be reviewed with the customer?
At the time of delivery
Name 5 stated reason to buy from AV Ford Lincoln Mazda?
1) Been in business for 40 years
2) Family owned, not some big impersonal organization
3) Active owner helps customers every day
4) Over $2 Million in the latest service equipment
b. Advanced tire machines
c. Wheel alignment machines
d. Specialty tools in the repair shop
5) Average technician has been here for 11 years
6) We have 6 Master Certified Technicians
7) We have access to service info from the factory long before others do
8) Certified KBB Buying Center... We'll buy your car even if you don't buy ours
9) 5-star rating with the BBB
10) 10-day trial exchange on used vehicles
11) Factory authorized and Factory Certified used car dealer
12) 172-point inspection on every used vehicle
13) Free CarFax with every vehicle
14) All of our salespeople are Ford, Lincoln and Mazda certified product experts
15) Four huge service departments include 30 certified technicians and 3 parts departments
16) We service Air Force, Highway Patrol and both ambulance companies
17) Service appointments by phone, Internet, or mobile