Today’s customers are expecting quick and efficient service when they need it. That’s why it’s a bit of an obstacle to overcome the common phone request from customers looking for a trade value on their car. We’ve all heard that it’s ideal to get the customer’s into your dealership in person for such appraisals because a more controlled environment can be very beneficial, however, this does not mean you shouldn’t still address the question they are asking.

When striving for the best results, here are some goals to remember:

1. Always be accommodating.
2. Give a convincing reason why they should come in to the dealership personally (See script).
3. Create urgency.
4. Beware of fueling your competitors’ engines.
5. Make customer aware of how badly the dealership wants their particular vehicle.
6. Acknowledge the usefulness and ease of the online appraisal tool, but allude to a potential increase in trade value by them coming in.

For access to the entire recommended script we for dealing with these kind of phone calls, please visit our blog for the full article: http://markeegroup.com/Blog/PostId/51/how-to-handle-trade-in-apprai....

For more advice and training on automotive sales, take a look at our eAutotraining resources at The Mar-Kee Group website.  

Richard Keeney
The Mar-Kee Group
888-300-4629
251-680-6633 (cell)
markeegroup.com