By:  Stephanie BIG RED Reid

Before you even begin to read this, stop. Go watch Ben Affleck's Boiler Room Speech on YouTube, then proceed. Don't worry, I'll wait.

Shared: From your friends TechAutoCareers.com® the online resource for the  Automotive Sales Consultant

There is money to be made when you master the phone. All you need is a reason to talk to your new best friend. People are tired of hearing "This guy left" or "Uh, so how's your car". These are a few examples of reasons to call your customers, but fo shizzle begin to log and write some of your own as well. Just the tip: keep great notes, have a joke, make them laugh, pick a nick name to get them to get them to remember you. Someone you have better chemistry with, set their rotation sooner. Send the elderly a greeting card, they probably need a little cheer in their day anyways. NOTE: Make the words your own so they sound genuine.

 The Aftermarket Customer

I was able to generate 2 types of lists with this data mining: the customer who purchased aftermarkets and the customer who passed and who is approaching the end of their 12 month 12,000 mile bumper to bumper (talk to me or your finance manager for the difference and why you shouldn't wait until the 3/36 expiration).

 The Aftermarket Purchasers

Start each call by reading the notes in your CRM. See if there is anything in there to begin a conversation on. If not, after you ask how they are, say you are wonderful because (insert rapport about your baseball team, kid started walking, etc). SMILE AND LAUGH. Don't sound like Norman Bates dude, don't be a creeper. The point here is to build a friendship so when they do come in you are doing business with a friend, not a fresh up. After you do a bit of rapport building the rest should be along these lines:

You: Anyways, the reason that I am calling is that I see that you purchased (name of aftermarket) (Dent & Ding, Tire and Wheels, Interior/Exterior Protection, Detailing Package) and I was wondering if I could be of assistance in enhancing the purchase that you made with us (use exactly). If the customer says yes, ask what days work best for them ask if they mind being put on a brief hold or would they prefer you call them back with an appointment time. YOU make the appointment and be the HERO.

 The Non Aftermarket Purchaser
Use the same intro as before, but when you get to the how can I enhance the purchase portion switch it out for the following:

You: I notice that you are coming up on the one year anniversary on your vehicle! Happy Car-a-versary (YES BE THIS FLIPPIN CHEESY! Say it, then laugh. When they start laughing continue.)! (If your dealership offers free car washes) Would you like to celebrate by coming and getting a car wash and vacuum (Schedule)? We will also have a customer relationship specialist (F&I Manager) available to extend your protection so that you can keep a like new coverage for the lifetime ownership of your vehicle (Customer says ok, tell F&I so they can kiss you and write it down on their schedule. ALWAYS tell them when you get a bite.). 

Look up lease-end with extra model incentives. 

HOLLA ON THE ORPHAN OWNERS! "I have great news! with your ESTIMATED equity position and the rebates available for (incentive) we may be able to get you into a brand new vehicle earlier than your lease end!" There is typically the same estimated equity calculator for owners in the area as well.
 
Prospecting 

Even with the typical everyday followup call, don't be boring. Be the person they can't forget. Don't forget to use the prospect track. Rapport build make a ninja laugh. "You have to cut me off I'm like Stevie Wonder, I'll go on forever. While I have you on the phone let's go ahead and verify your information (verify addy etc). How many drivers do you have in your family? Who would be the one lucky enough to get a vehicle next? What timeline could I expect to show you what we would have available to meet your needs? Sweet (Set a follow up so that you have a few different types of follow up: greeting card, phone call, email, Facebook etc)! Don't forget about our bird dog program. You make money by telling people to come and see me (You should always ask EVERY customer how they heard about you, don't rely on the customer to remember to spout it.)! Have a FABULOUS (dare you to say it HA) day!
 

What do you think? Is this something you can benefit from or do you have a few tricks up your sleeve that are just as powerful? Make your voice heard by leaving a comment below. Don’t forget to hit the share button if you know others who will find this post useful.