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INTRODUCTION AND INSTRUCTIONS

Following up with unsold or potential customers may be one of the hardest tasks you’ll

encounter. Remember what you’ve learned about your customer. Keep these things in mind

when you call.

Practice really does make perfect. This workbook will give you the opportunity to confirm

dealership policies and procedures. You will observe, act and practice to make this seemingly

daunting task just another routine part of every day.

Plan to spend about an hour and a half on these exercises. Print this workbook, or complete it

from your device.

TABLE OF CONTENTS

TIME TO BUDGET

SECTION 1: KNOW YOUR STUFF

30 minutes

SECTION 2: TRADE IN, TRADE UP

15 minutes

SECTION 3: LISTEN AND LEARN

30 minutes

SECTION 4: PRACTICE TO BE PERFECT

15 minutes

RE-ENGAGE POTENTIAL

CUSTOMERS

WORKBOOK

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SECTION 1: KNOW YOUR STUFF

The more knowledge you have, the easier it will be to think on your feet during your follow-up call.

Remember, customers respond to consultants who exude confidence and know their stuff—or are

willing to find the answer when they don’t.

 Take Action: If you are not already doing so, go out and walk the lot and take

stock of your inventory. Also make sure you are familiar with your resources such

as the Dealer SalesAssistant (DSA) app.



As you walk the lot, make note of the inventory. Are there any vehicles that

stand out? Write down a couple different models at different trim levels.

 Now spend some time with the DSA app. Look up those vehicles in your app.

What differences do you notice?

 Take Action: Does your dealership have a lot porter? If you haven’t already, go

introduce yourself. The porter is a good resource to give you up-to-the-minute

information on your inventory.

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SECTION 2: TRADE IN, TRADE UP

Many customers need an incentive to part with their previous vehicle. Knowing how the trade-in

process works will make answering important questions and negotiating great deals for your customers

all that much easier.

 Take Action: Interview your Sales Manager about the trade-in process.

 What is our dealership’s policy and process for handling trade-in vehicles?

 Who assesses the value, and what’s my role in the process?

 Do we ever provide a value range for a trade-in over the phone?

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SECTION 3: LISTEN AND LEARN

The best way to improve your follow-up skills is to listen to how experienced consultants in your

dealership do it. Listen to their tone, word choices and phrasing to make performing your own calls

easier.

 Take Action: Sit in on three follow-up calls with your go-to colleague. Write

down three things you noticed on each one. It could be a phrase, the colleague’s

tone or something else you liked.

Call #1:

Call #2:

Call #3:

1.

2.

3.

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 From the list of observations, what things did you hear that you liked the

most?

 Name a couple tips or best practices from this course or your observations that

you plan to implement immediately in your follow-up call routine.

Other notes:

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SECTION 4: PRACTICE TO BE PERFECT

From all-star athletes to five-star chefs to top-performing salespeople, no one nears perfection without

practicing their craft. The more you practice implementing your knowledge and speaking skills, the

better you will get at making successful follow-up calls every time you dial.

 Take Action: Return to one of the friends, family or the go-to colleague you’ve

identified to help you on your career path. Practice your follow-up calls with one

or more of them. And ask for honest feedback.



Choose a scenario for your follow-up call as describe in the course (a customer

who bought elsewhere, undecided customer, etc.). How did you mentally prepare

for the call?

 Write down the feedback you received from your practice partner. What could

you improve?



Take Action: Even after you complete this workbook, continue to practice. The

more calls you make, the better you will become.

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