Step Two:  Introduction and re-set the time clock (at the Sales Person’s desk).

Example:  “Hi, my name is_________________and I'll be handling the final steps of your purchase, and by the way, congratulations on an excellent selection.  My job is in two parts:  first, I'm authorized to handle all the legal title work for the DMV, which will save you time and aggravation; second is to share all the finance options for the best package that fits your budget and needs.  Once in the office, the entire process will take 25 to 30 minutes. May I get you something to drink?“

Step Two “B”:  Start the Process (Set the Agenda)

“In the past few years here at our dealership we have sent out thousands of surveys and follow-up reports to help us better understand and service our customers."  (New cars only)  "The first survey you'll be receiving will be one by the Manufacturer with regards to Customer Satisfaction during your buying experience here today.  I'd like to take a minute and review the survey with you.”  (Review the process of the survey, pointing out the highest score and what it means to you and your dealership.)

Continue:

“Based on these surveys, and others that had been sent out by our dealership, as well as other organizations, we've found there are a few major concerns our customers have today.  I'd like to review these with you.”

“Number one:  With the State of _____________being the size it is we are finding people today are driving anywhere from 15-20,000 miles a year and running out of their Factory Warranty miles at anywhere from _____to______years.”

“Number two is the expense from preventable depreciation to our customers' vehicles due to excessive interior staining, or exterior fading and oxidation, and dings and dents.”

“The third area of concern is from negative equity in a customer's vehicle.  With people financing for longer terms today, what we're finding is the average customer is not reaching an equity position in his or her vehicle for three and a half to four and a half years. This is creating two problems.  The first:  If your vehicle becomes a total loss due to accident or theft, especially early on in the contract, you could find yourself in a position of being responsible for the difference between what you owe the bank, and the insurance company settlement.  The second is your ability to be in the position to trade out of the vehicle without having to come up with a substantial down payment.”

(If it applies)  “The last concern we find, via customers' responses to these surveys, is the expense that comes from unforeseen circumstances, such as getting sick or hurt and not being able to work for a period of time, or even dying during the period of the contract, leaving your beneficiary responsible for the remainder of the debt.”

“My position here at the dealership is not just to complete all the paperwork, but to make sure I address every concern with every customer, so when you leave here you have no concerns, no questions and you feel good about your experience here today at our dealership.”

Step Two “C”:  Insert the Dead Time Piece

“I'm going to excuse myself for about 10-15 minutes in order to input the information in the computer.  I'll be back out to get you as soon as I'm done, and then we'll finalize all the paperwork.  Once I'm back, it should only take 25-30 minutes.”

"While I'm gone, I have a complete copy of all the benefits you receive from us when purchasing a new vehicle here at our dealership.  I’m sure the salesperson explained to you the EasyCare (dealership name) Advantage program here.  This is a review of all the benefits you'll receive.  As you can see, the packages are all catalogued, and all the features are listed.  If you will, take a few minutes and review these.  I'll leave you a pen so you can write down any questions you may have about anything you see here.  When we get to my office, I 'll answer all your questions, so you know exactly what everything is all about.  This will help expedite the process.  Thanks, and I'll be out in a few minutes.”

Step Three:  Bring Customer in the Business office, and start the process

“Mr./Mrs. Customer, did you have an opportunity to review the benefits included here with your purchase?  I'm going to answer any questions you might have about these, but first…I want to get EasyCare Personal Assistant started for you because it's really great and I know you'll love it.  Let’s set it up…you get 90 minutes free.  While I do this, here is the brochure to explain all it can do."  See if they put their cell number and e-mail on the “DTP”.  If they do, this is a strong indicator of where they are with you in the process.  Explain that you are putting it on the computer and setting their assistant up for them, and it will only take a moment.  “Do you have your cell phone with you?  Would you do me a favor and turn it on?  What is your cell phone number?  And your e-mail address is what?”  (Install the personal assistant by hitting “submit”.  NOW, PROCEED WITH EXPLAINING OTHER BENEFITS OF THE ADVANTAGE…)  When you hear a beep, or vibrate, ask ”Did you just get a text?  That should be from your EasyCare personal assistant.  Let me make sure it's fully functional.  Would you please dial the number for me?  You can put it on speaker if you have it.  Do you have a special place you like to visit?"  When they answer, ask what the weather is like there. When they receive the weather report, the “Assistant” will ask, “Do you want me to text or e-mail that to you?”  TELL THE CUSTOMER TO HAVE THEM DO BOTH TO MAKE SURE THE SYSTEM IS ALL WORKING WELL AND COMPLETELY SET UP.  The reason for this is that the customer will now receive FOUR POSITIVE CONTACTS from the dealership by the time they get home tonight:  the initial text and e-mail welcoming them, and the text and e-mail containing the name of the "special place" and the weather report…all BRANDED with the dealership name.  (Explain the personal assistant, and the 90-minute limit.  If asked how to get more minutes, advise that there are several options and you will explain them in a moment, after you cover all the other items we give them when they buy their vehicle at ____________ Dealership.)

Step Three “B”:  Explain other benefits, and plant seeds for extension upgrades

This explanation will be determined by how many questions they ask as a result of reading (or not) the DTP.  Go over these very briefly if you see they have a lot of questions…more completely if not.

Key Care:  Limits to only one year of coverage.  “I’m sure you plan to keep your vehicle longer than one year?  Wouldn’t it be nice to have that benefit for the total length of ownership?  (Just plant the seed

Dent Repair:  Explain.  Limits to only first year of ownership.  “Sure would be nice not to have to worry about dings and dents through your period of ownership, wouldn’t it?”  (Just plant the seed)

Etc.


Step Four:  Plant the seeds to create the needs

Review buyer's order:  “Based on the concerns we reviewed earlier, If something unfortunate happened to you, and you were to die during the contract, who would be your named beneficiary?  May I get the correct spelling of the name?”

Agreement to Provide Insurance information:  “I see you're insured with___________.  Your agent is________________?  Ever filed a claim?  Were you satisfied with the way it was handled?  As I mentioned earlier, one of the concerns we've found, through the information in our surveys, is that in many situations when vehicles are total losses due to an accident or theft, insurance companies are not paying as much as people owe.  Have you ever heard of that happening?”  (Give an example.)

Review Credit application:  “Based on the concerns we reviewed, if something happened to you, and you became sick, or injured, and could not work for a period of time, and possibly on partial income at work, have you ever considered how the payments would continue to be made?”

Step Five:  Complete and have signed non-financial paperwork

Title application
Power of attorney
Odometer statements
Agreement to provide insurance
Others, etc.

Step Six:  Etch Disclosure (If it applies)

Step Seven:  Key Care presentation (Extension, upgrade 3-4-5-years)

Step Eight:  Present the Vehicle Service Contract presentation

Note:  While going through coverage of Easycare, when you get to the exclusions part, remember to plant some seeds to create the needs for maintenance, interior-exterior, and dings and dents.

Examples:  Maintenance.  “As we spoke of earlier, one of the exclusions from the Manufacturers warranty is that of maintenance.  Normal maintenance is also excluded from the Easycare V.S.C.  This is your responsibility throughout your period of ownership.  Make sure you maintain it according to the owner’s manual, because if you forgot, and you had a warranty claim, they could void that claim from you.  I’m sure it won’t happen, but I can’t emphasize the importance of that.”

Interior-Exterior-Dings and Dents:  “Another exclusion is exterior metal.  Acid rain, bird droppings, tree sap, things like this can blemish your paint.  Make sure if you get these elements on the vehicle, you wash them off.  Also dings and dents.  You are covered for the first year, but after that time it becomes your responsibility, so watch where you park your vehicle.  These can all affect the value of your new car.”

Step Nine.  Present the menu option packages

Example:  “The best part about this is, based on some of the concerns we talked about earlier--", take out the printed copy of the concerns, and lay it next to the menu, "--we've put together four packages, or solutions, for our customers.  Let me go over these with you.”  When going through the menu options, always relate back to the concerns and the seeds that you planted with every benefit on the menu.

Example:  “One of the concerns we talked about was negative equity.  We also talked about insurance companies not paying as much as people owe when their vehicle becomes a total loss due to an accident or theft, especially early on in the contract.  You will never have to worry about that, because with Gap, if your vehicle is a total loss, Gap will pay the difference of what you owe and the insurance company’s settlement, and cover your deductible up to $1000.  Now you'll be in a position to go out and replace your vehicle.”

Important to relate back to concerns, and seed planted when going over the Menu Benefits.

Step Ten.  Disclose the cost of each package:

Step Eleven.  Close.

“Based on the concerns we talked about and the needs of you and your family, which one of these would be best for you?”

Step Twelve.  Complete all Benefit forms and have customer sign.

Step Thirteen.  Isolate and overcome objections:

Example: “If I can ask, is there any particular reason you didn’t take advantage of the_____________(Benefit)”  (Always try to at least go through one objection handling idea.)

Step Fourteen.  Close.

Step Fifteen.  Declination Menu or forms

Step Sixteen.  Complete final paperwork and page sales person for delivery



The Advantage Menu Process of Selling

Advantage Menu Process Of Selling Flow Chart

Introduction (Re-set the Time Clock)

Start the Process (Set the Agenda)

Introduce the Dead Time Piece

Install Personal Assistant

Explain Other Benefits

Plant the Seeds to Create Needs

Complete Non-Financial Paperwork

Etch Disclosure (If it applies)

Key Care Presentation (If it applies)

Present the V.S.C.

Present the Menu Option Packages (Solutions)

Disclose Cost & Close

Complete Forms or Menu

Isolate and Overcome Objection(s) (Value Building)

Declination Forms or Menu


Notes:


Dead Time Piece Word Tracks

“I'm going to excuse myself for about 10-15 minutes in order to input the information in the Computer.  I'll be back out to get you as soon as I'm done and then we can finalize all the paperwork.  Again, once I'm back in the office it should only take 25-30 minutes.”

"While I'm gone, here's a complete copy of all the benefits you receive from us when purchasing a new vehicle here at our dealership.  I’m sure the salesperson explained to you the EasyCare (dealership name) Advantage program here.  This is a review of all the benefits you'll receive.  As you can see, the packages are all catalogued, and all the features are listed.  If you will, take a few minutes and review these.  I'll leave you a pen so you can write down any questions you may have about any of the benefits.  When we get to my office, I 'll answer all your questions, so you know exactly what everything is all about.  This will help expedite the process.  Thanks, and I'll be out in a few minutes.”

Note:  This explanation will be determined by how many questions they ask as a result of reading (or not) the DTP.  Go over these very briefly if you see they have a lot of questions…more completely if not.


Plant some Seeds while explaining the Benefits

Examples:

KEY CARE:  Limits to only one year of coverage.  “I’m sure you plan to keep your vehicle longer than one year.  Wouldn’t it be nice to have that benefit for the total length of ownership?”  (Just plant the seed.)

Dent Repair:   Explain.  Limits to only first year of ownership.  “Sure would be nice not to have to worry about dings and dents throughout your period of ownership, wouldn’t it?”  (Just plant the seed.)


Closing Word Tracks

Example:  “Based on the Concerns we talked about and the needs of you and your family, which one of these would be best for you?”

Isolate and Overcome Objection
Word Tracks

Example:  “If I can ask you, any particular reason you didn’t take advantage of the _____________(Benefit)?”  (Always try to at least go through one objection handling idea.)