1.
“I have 3 responsibilities at the dealership; first to complete and review your paperwork, second to assist you in your funding needs and finally to get you on your way as quickly as possible. May I begin?”
2.
“For titling purposes, is this the way you want your name to appear on the title?”
3.
Is this the correct address?”
4.
“I see you’re purchasing a _________.” (Year, make, model and miles)
5.
“How long do you plan on keeping the car?”
6.
“How many miles per year will you be driving?”
7.
“Where do you have the maintenance done on your vehicle?”
8.
“How often do you have the maintenance done?”
9.
If the customer says they take the vehicle to the dealership and they take it often, then reinforce that maintenance is important to them. If they take it somewhere else, ask, “If it were cost effective, would you consider having the maintenance done here by our technicians?” “So, maintenance is important to you?”
10.
“I see you have a payoff of _____. Did you verify this or did your salesperson?” (If there isn’t a payoff, ask for the title.”
11.
“Do you have any service or maintenance contracts on your trade that need to be canceled?” (If the answer is yes, “Great, I can help you with that.”)(If the answer is no, then say “Okay”)
12.
“Is this the correct insurance information?” (Verbalize provider or point at insurance information)
13.
“Have you contacted your agent and do you have full coverage?”
14.
“What is your deductible”
15.
Point to the figure and say, “These are the figures you’ve agreed to.” (A statement, not a question.)
16.
“Here is your down payment of $_____.”
17.
“And that leaves you with the unpaid balance shown here. (“Point, don’t say.)
18.
“Some of the questions I have to ask next are about your credit. Would you feel more comfortable here or in the business office?”
19.
“Let’s review your credit application. Did you fill this out, or did your salesperson?”
20.
Verify the customers job title and income. “Is this before or after taxes?”
21.
“Any additional income?”
22.
Review the credit report. Ask, “Before we go over your credit, would you say you have good credit, bad credit or somewhere in between?” (If the customer says the have good credit, and they do, go to step 24.)
23.
Discuss any derogatory credit. “In reviewing your credit, I noticed a few things the finance company may ask me about.” Review a few of the bad credit issues; ask “What happened?” Use effective interview techniques; ask “Are any of these accounts current?” Take notes or ask the customer to write a brief explanation for the finance company.
24.
If you haven’t already separated from the customer, now is the time. “I have enough information to get your paperwork started. I’ll be back in 10-15 minutes and we will get you on your way as soon as possible.”
