This document provides guidance for handling inbound sales calls at a car dealership. The goal is to schedule a test drive appointment or take a message for a salesperson to follow up. It describes the types of customers that may call - those interested in a vehicle online who need price and availability details, or those who reached the wrong department. Agents are instructed to greet callers about the vehicle they inquired about online and ask probing questions to understand their needs. Calls should be transferred to the dealership or information left for follow up as needed. Detailed notes including customer contact info must be left.

1. vBDC Inbound Sales
Refresher Course

2. Welcome to
vBDC Inbound Sales

3. The goal of Inbound Sales is to either schedule an
appointment for the customer to come in and take a test
drive OR take a message so a sales person can call the
customer back.
Not all dealership's allow DMEautomotive to schedule
their appointments, but for the ones that do one must be
offered on EVERY call. The appointments are scheduled in
the DMEa Tool.

4. Inbound SALES Customer Profile
What should you know about these customer’s:
Most of the customer’s calling reach a VRU (voice response unit) and selected
the Sales department. The customer’s you will encounter not only want quick
answers, they are expecting to you to have the quick information.
A vBDC specialty agent needs to understand the customer’s level of urgency
and, be comfortable providing a solution with minimal information.
While handling Inbound Sales calls you will encounter 2 types of customer:
 The Internet/Prospect Customers
 Customer contacting the wrong department

5. Inbound SALES Customer Profile Cont’d…
Internet/Prospect Customers:
They have seen the car ‘online’ and
want to know:
 The price $$$
 The mileage ##
 Is it available??? Inventory
 They want a QUICK Answer

6. Inbound SALES Customer Profile Cont’d…
The second type of customer is one who may have selected the
wrong prompt and need to reach a different department such as
“Parts, Service, or Collision”. In the event that the customer has
reached the wrong department, this is the ONLY exception when a
“cold transfer” can be performed.

7. How to Cold Transfer

8. In order to maintain our world class
customer service, let’s review
essential tips on how to handle the
call.

9. Tips for Handling the Call
Focus
What do you think a customer’s self talk is when they call into the sales
department and the agent answers the call with, “Are you calling to
schedule a SERVICE appointment?”
It is important to open the call with a greeting that reflects the purpose of
the call. Otherwise, this creates customer confusion, frustration, and refusal
to provide personal information. Even more, the agent is placed in the
position to convince the customer they are able to assist them.

10. Tips for Handling the Call Cont’d…
Remember most Inbound Sales calls are opened with the following greeting
“Hello, thank you for calling [dealer], this is [agent]. Are you calling about a
vehicle you've seen online?”
In the event you experience a slow submit the phrase “Are you calling the
schedule an appointment or about a vehicle you have seen online?” may be
used instead.
Apply the SAS Technique as needed:
 S - Summarize
 A - Apologize if necessary
 S - State commitment to help

11. Tips for Handling the Call Cont’d…
Much like regular vBDC Inbound, we are tasked with
providing solutions for our dealerships customers.
For non transfer and transfer dealers, we will need
to probe the customers buying needs and pass the
information along to the dealership.

12. Ask Probing Questions
1st Level probing questions
 Mileage or year range?
 Any specific color?
 Sedan/ SUV/Crossover?
 Passenger size?
 Special equipment options?
 4door/ 2door?
 Test driven the vehicle?
 Price range?
 Buying time frame

13. Ask Probing Questions
2nd Level of probing questions
 Use the drop down menus for Year and Make:
 Include the TRIM level with Model if provided (example: F150-XLT
Supercrew)
 Ask if they know the STOCK # (Leave blank if unknown)
 Ad Source: How did you hear about us? (Capture the website,
magazine, radio/tv station, newspaper the customer was referred
by)
 ALWAYS answer whether the dealership needs to be sent a message
and be sure to leave detailed information about their buying needs.

14. Rebuttal
Built in rebuttal mouse over’s are placed at the bottom of your one
page format screens. Utilize them for quick needed responses.

15. Leaving Comments
Comments are to be detailed as possible. Be sure to
include the following information:
 First & Last Name
 Best contact number
 Reason for call
 Name of person contacting (If applicable)
 Appointment date & time (If applicable)
 Additional information relevant to the appointment/vehicle
purchase

16. Dispositions
The most commonly used dispositions you are going to
use are:
 Survey
• INFORMATION is discussed during the call. A service or sales appointment is not
scheduled.
 Sales Appointment
• A SALES appointment is scheduled using a VBDC Appointment Tool.
 VBDC Transfer
• A call is TRANSFERRED to the dealership. A sales or service appointment is not
scheduled during the call.
 VBDC Email
• The dealership needs to FOLLOW UP with a customer. A sales or service appointment
is not scheduled, or transferred to the dealership.
 Hang Up
• A call is received in “AFTER CALL” status. There is no interaction or conversation
between you and the customer. For example; you can hear background noise.
 Hot Lead
• Used for INBOUND SALES when a customer is interested in purchasing a vehicle or will
be in the market for a vehicle within the next 6 months. Provides vehicle or customer
contact information, but, does not want to schedule an appointment.
 Customer Concern
• A customer is dissatisfied. The dealership needs to be made aware of the customer’s
concern or complaint. If the customer is extremely irate, attempt to transfer, if
transfer unsuccessful, note attempted to transfer and disposition using customer
concern.