Telephone Skill for Sales Consultants

Question 1 of 10

1. Question

Customers use the phone because it

Allows them to identify what dealers have in stock
Saves them time
Can start shopping around for the best price
All of the above

Question 2 of 10

2. Question

The purpose of answering the phone should be

To give the customer a reason to come into the dealership
To communicate what vehicles are in stock
Advertising
None of the above

Question 3 of 10

3. Question

When talking on the phone we should

Talk fast to save time
Take notes and try to identify what their real need is
Give Recommended Retail Prices
Refer then to the dealership website

Question 4 of 10

4. Question

Why should you use a Phone Process?

It streamlines your approach—and chance of success
Don’t need one
To talk longer
To tell them everything about the car over the phone

Question 5 of 10

5. Question

A Phone Greeting needs to have

Pleasant Greeting
Sincerity
Be Brief and mention your name
All of the Above

Question 6 of 10

6. Question

In the OBP model, the letter ‘B’ stands for:

Begging
Blaming
Benefits
Bargaining

Question 7 of 10

7. Question

The Presentation Step is designed to

Sell yourself, the vehicle and the dealership
Give them the price over the phone
Sell the car over the phone
None of the above

Question 8 of 10

8. Question

Many sales consultants view the phone as:

An interruption
Not always at desk—so it really does not matter if it is answered
Don’t respond as they have not had success in the past
All of the above

Question 9 of 10

9. Question

In step 4-Setting the Appointment you need to

Skip this step
Schedule time, share your name and get their details (phone, etc)
Continue eating your lunch
All of the above

Question 10 of 10

10. Question

Strategies to improve your approach over the phone include:

Ask interesting Open Questions (What do you like about the car? Etc)
Schedule an appointment for a test drive
Schedule an appointment to get their car valued
All of the above

Published by Course Administrator on August 8, 2017