How Should a Sales Associate Handle Setting Expectations With a Service Customer on the Lot?
A sales associate should set expectations with a service customer on the lot by being honest about wait times, clearly explaining what work will be performed an...
How Should a Sales Associate Handle Asking for a Referral During Delivery?
Ask for a referral during delivery by thanking the customer for their trust, mentioning you help friends and family find vehicles, and directly requesting names...
How Should a Sales Associate Handle a Mystery Shop Without Getting Rattled?
A mystery shop is a legitimate test of your sales process by a third party hired by your dealer or brand — treat it like any other customer interaction, follow ...
How Sales Associates Should Follow Up with Unsold Prospects at 30 Days
At 30 days, an unsold prospect has mentally moved on—your job is to rebuild relevance without looking desperate. Contact them with fresh inventory that matches ...
How Should a Sales Associate Handle Following Up With an Unsold Prospect at 48 Hours?
Contact an unsold prospect within 48 hours of their visit using a warm, specific follow-up that references details from your conversation — not a generic templa...
How Should a Sales Associate Handle Overcoming a "Let Me Think About It" Response?
When a customer says "let me think about it," your job is to find out what's actually holding them back—price, features, timing, or uncertainty about the vehicl...
How Should a Sales Associate Handle Managing a Trade-In Valuation Conversation?
A sales associate should manage a trade-in valuation conversation by building trust upfront, asking detailed vehicle history questions, presenting market data t...
How Should a Sales Associate Handle Transitioning From Walk-Around to Test Drive?
A sales associate should transition from the walk-around to a test drive by acknowledging the customer's interest level, briefly summarizing key vehicle feature...
How Should a Sales Associate Handle Running a Proper Walk-Around on the Lot?
A proper walk-around on the lot means systematically inspecting every exterior and interior detail of a vehicle with the customer present, pointing out conditio...
How Should a Sales Associate Handle Confirming a Showroom Appointment the Day Before?
A sales associate should confirm a showroom appointment the day before by contacting the customer via their preferred method (phone, text, or email), reviewing ...
How Should a Sales Associate Handle Setting a Firm Appointment Over the Phone?
A sales associate should set a firm appointment over the phone by confirming the customer's specific vehicle interest, stating your exact availability in clear ...
How Should a Sales Manager Handle Managing Trade Allowances With Discipline?
A sales manager handles trade allowances with discipline by establishing a clear trade matrix tied to market data, requiring written justification for any varia...