Interview

Question 1

1. INTRO — THREE RESPONSIBILITIES

Answer 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?

Question 2

2. TITLING — Name

Answer 2

For titling purposes, is this the way you want your NAME to appear on the title?
(DYLAN SMITH)

Question 3

3. TITLING — Address

Answer 3

Is this the correct address?

153 MAIN AVE AUSTIN TX 78741

Question 4

4. NEW PURCHASE — Year / Make / Model / Color / Miles

Answer 4

I see you’re purchasing a 2018 Honda Accord, Black in color with 12 Miles.

Question 5

5. NEW PURCHASE — Length of Ownership

Answer 5

How long do you plan on keeping the car?

Question 6

6. NEW PURCHASE — Miles Per Year

Answer 6

How many miles per year will you be driving?

Question 7

7. PRIOR OWNERSHIP — Maintenance (Where)

Answer 7

Where do you have the maintenance done on your vehicle?

Question 8

8. PRIOR OWNERSHIP — Maintenance (How Often)

Answer 8

How often do you have the maintenance done?

Question 9

9. PRIOR OWNERSHIP — Reinforce Maintenance

Answer 9

So, maintenance is important to you?

Question 10

10. TRADE — Payoff

Answer 10

I see you have a payoff of $9597. Did you verify this or did your salesperson?

Question 11

11. TRADE — Cancellations

Answer 11

Do you have any service or maintenance contracts on your trade that need to be canceled? (If there isn’t a trade, skip)

• Yes = Great, I can help you with that.
• No = Ok.

Question 12

12. INSURANCE — Correct Information

Answer 12

Is this the correct insurance information?

JMFE INSURANCE CO.

Question 13

13. INSURANCE — Agent / Full Coverage

Answer 13

Have you contacted your agent and do you have full coverage?

Question 14

14. INSURANCE — Deductible

Answer 14

What is your deductible?

Question 15

15. WORKSHEET — Figures

Answer 15

These are the figures you’ve agreed to. (A statement, not a question)

• Point to figures while saying this.

Question 16

16. WORKSHEET — Down Payment

Answer 16

Here is your down payment of $3000.

Question 17

17. WORKSHEET — Unpaid Balance

Answer 17

And that leaves you with the unpaid balance shown here.

Point, don’t say

Question 18

18. CREDIT APPLICATION — Here vs. Business Office

Answer 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?

Question 19

19. CREDIT APPLICATION — Review Application

Answer 19

Let’s review your credit application. Did you fill this out, or did your Salesperson?

Question 20

20. CREDIT APPLICATION — Verify Gross Income

Answer 20

Is that before or after taxes?

Verify customer’s job title and income

Question 21

21. CREDIT APPLICATION — Additional Income

Answer 21

Any additional income?

Question 22

22. CREDIT REPORT — Review Report

Answer 22

Before we go over your credit, would you say you have good credit, bad credit, or somewhere in between?

• If they say they have good credit and that’s accurate, go to step 24.

Otherwise, ask “What makes you say that?”

Question 23

23. CREDIT REPORT — Derogatory

Answer 23

In reviewing your credit, I noticed a few things the finance company may ask me about.

• Credit Issues = What happened?
• Interview Techniques = Are any of these accounts current?
• Documentation = Do you have any documentation?
• Take notes *

Question 24

24. CONCLUSION — Separate from Customer

Answer 24

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.

Question 25

25. CONCLUSION — Final Steps

Answer 25

Produce the Menu and retrieve the customer.

Question 26

26. CONCLUSION — Final Steps (2)

Answer 26

Begin the Menu presentation.