BDC Manager's Checklist for Handling Inbound Service Calls Without Transferring
A BDC manager handling an inbound service call without transferring means staying on the line long enough to capture the customer's vehicle info, service need, ...
BDC Manager's Checklist for Handling an Inbound Sales Call in Under 90 Seconds
A BDC manager's 90-second inbound call should capture the caller's name and vehicle interest, confirm they're genuinely in-market, and schedule a specific appoi...
Sales Associate's Checklist for Running a Proper T.O. to a Manager
A proper T.O. (turnover to manager) requires the sales associate to have the customer's trade paperwork organized, the numbers locked in your DMS, the customer ...
Sales Associate Checklist for Selling a Vehicle Across Two Salespeople
When two salespeople share a deal, one takes lead responsibility while the other supports the transaction—each must document their role on the deal ticket, conf...
Sales Associate Checklist for Setting Expectations With a Service Customer on the Lot
A sales associate's service-customer checklist on the lot should cover vehicle condition documentation, service menu explanation, timeline clarity, pricing tran...
Sales Associate Checklist for Handling a Mystery Shop Without Getting Rattled
A mystery shop is a customer evaluation where a trained evaluator poses as a buyer to score your sales process. The key to staying calm is treating it like any ...
Sales Associate Checklist: Following Up with Unsold Prospects at 30 Days
At 30 days out from an unsold prospect's last visit, your sales associate should have a documented follow-up plan that includes a phone call or text, a review o...
Sales Associate Checklist: How to Overcome 'Let Me Think About It'
When a customer says "let me think about it," your first move is to pause and ask a clarifying question instead of launching into a pitch. The most effective sa...
The Sales Associate's Checklist for Managing a Trade-In Valuation Conversation
A sales associate's trade-in valuation conversation checklist should cover vehicle inspection, market research, customer rapport, and price presentation before ...
Sales Associate Closing Checklist: After the Test Drive Write-Up
A sales associate closes for the write-up after a test drive by confirming the customer's interest level, addressing any remaining objections, presenting the ve...
Sales Associate Checklist: Transitioning From Walk-Around to Test Drive
A sales associate's transition from walk-around to test drive should include five critical handoff items: confirming vehicle interest and price point, reviewing...
Sales Associate Checklist: Confirming a Showroom Appointment the Day Before
Confirm a showroom appointment the day before by calling or texting the customer directly to verify they're still coming, checking inventory against their needs...