Be confident over phone : While speaking over phone, salesperson should be polite and confident.

1. Selling USED Cars during
Covid-19 (over phone)

2. Chapter -1
The impact of Covid-19 on Sales

3. Storyline
Meet Ms. Swati Verma (Asst. Sales Manager)
at MeraCar.com.
She has been one of the best saleswoman in
her company. Her USP is selling USED CARS
to Customers.
In short span of 2 years, Swati has won 3
promotions and numerous awards for being
the Best Salesperson in the company.
Swati Verma
Swati Verma

4. However in 2020, things changed due to Covid-19.
With lockdowns and uncertain economic conditions in the Market, Auto industry
also took a hit.
Swati’s daily Sales Target also fell drastically.

5. But soon she realised that she has bounce back
from her present condition.
Swati started approaching customers with a more
Positive & Determined Mindset.
Can she succeed ? Let’s find out in the
next Chapter.

6. Chapter - 2
Call to Action from Swati

7. Trring, trring !!
Trring , thrring !!
Swati Verma
Customer
Let’s start by calling previous
months LEADS

8. Hello ! Good morning Mr Bhasin. I am
Swati from MeraCar.com. Is this the
right time to talk to you ?
Good morning Ms Swati ! Ya of course,
but I have only 5 minutes. So please be
quick.
Swati Verma
Customer

9. Sure Mr Bhasin. I only called to check
with you that you had contacted
MeraCar.com last month to buy a Car.
So may I know if you have bought the
car or not ?
Yes I had called MeraCar.com last month
to buy a Car, but I have postponed my
plans due to Covid-19. I shall buy the car
maybe after Dec 2020.
Swati Verma
Customer

10. Ohh, I see !! No issues Mr Bhasin, but if I
may ask you, why have you postponed it
for such a long time ?
Well, I am a businessman, and due to
Covid-19, some of my money is stuck.
I really wanted to buy a New car but, I
guess I will have to wait for some time
due to the financial crunch..
Swati Verma
Customer

11. Well I am sorry to hear that. But if I may
suggest something as an alternative
with your permission.
Yes, please go ahead.
Swati Verma
Customer

12. Thank you Mr Bhasin ! Well if I may
suggest, instead of investing so much
money in a New Car , why don’t you
invest less than half the amount in
buying a Car which is as good as new
I don’t understand, please be bit specific.
Swati Verma
Customer

13. Well as you know our company
specialises in selling used cars as well.
But let me remind you that all these
Used Cars are 100% Quality Tested and
rated as per International Standards.
You mean to say, that your company does
quality testing of Used Cars
Swati Verma
Customer

14. Absolutely, not only are they Quality
Tested, they are very economically
priced as well.
Also you can choose from a variety of
Cars, depending on Budget, Brand,
Model etc.
Wow !! that's Great. What other support
does your company give ?
Swati Verma
Customer

15. Well our Motto is always Customer First.
Our Relationship Manager will not only help you
finding the best car as per your requirement, we
will also help you with the loan, paperwork,
insurance and other backend support as well.
You can also call us or visit our website for any
support needed.
Well, thats awesome !! So can you fix a
time tomorrow at 2 PM, when someone
can visit my house and guide me through
the process.
Swati Verma
Customer

16. Definitely, Mr Bhasin I will fix an appointment for
tomorrow at 2PM. Our Relationship Manager, Mr
Devesh will visit you tomorrow at 2 PM.
Well, Thanks so much for guiding me. Am
eagerly waiting for tomorrow. You have
been very helpful.
Swati Verma
Customer

17. My pleasure Mr Bhasin, and thank you so much
Sir for giving your precious time. Thank you and
you have a nice day !!
Same to you, bye.
Swati Verma
Customer

18. Chapter - 3
Lessons learnt

19. 1. Greet & ask permission to speak from the Customer.
2. Be confident over phone : While speaking over phone, salesperson
should be polite and confident.
3. Be positive : no matter what the situation
4. Follow up : It is the key to close Sales
5. Understand the needs : Always try to strike a conversation with the
customer and try to understand his/her needs.
6. FAB : Explain the Features, advantages and benefits to the customer
7. AIDA : Create awareness, increase the interest, make the offer
desirable for the customer and finally take action to close the sale.
8. And above all, give value to the customer.
Keys to effective Sales over phone

20. Thank you !!
- Mausham Banerjee