Descriptive Greeting and Engagement Question

How would you greet the following:

"Looking to schedule a battery replacement"

'I would be happy to help you with ___. '

How would you greet the following:

"Looking for a Civic" (Honda Dealer)

'I would be happy to help you with ___.'

How would you greet the following:

"Looking for a headlight for my Camry"

'I would be happy to help you with___.'

How would you greet the following:

"Looking for lease specials"

'I would be happy to help you with ___.'

How would you greet the following:

"Looking for a used SUV"

'I would be happy to help you with ___.'

"I need someone to call me"

I would be happy to help you with having someone reach out to you. What engagement question(s) would you ask?

• May I ask what this is regarding?

• May I have your name?

• What’s the best phone number and email to follow up with you?

• Is this regarding sales, service, or parts?

Answer explanation

Yes we want their contact information to call them back. However, we have to know what it' about and if its even leadable.

"What are your hours?"

I would be happy to help you with our hours. What engagement question(s) would you ask?

• Is this regarding sales, service or parts?

• May I have your name?

• Do you have a specific model in mind?

• Our sales department is open Monday through Saturday 8:00am-9pm and we are closed Sunday.

Answer explanation

Concierge situation. Need to figure out what the want and if it's leadable. Can also ask "May I ask what this is in regards to?"

"Trying to locate the application"

I would be happy to help you with locating the application. What engagement question(s) would you ask?

• Here is the link to our credit application: https://www.stockton12honda.com/financing/get-preapproved.htm This allows our finance department a chance to assess your needs and help you determine a financing plan.

• Just to clarify is this in reference to a credit or employment application?

• Do you have a specific model in mind?

• What job are you looking for?

Answer explanation

Credit application is a sales chat. An employment application is a true concierge chat. Not leadable.

"Looking for James"

I would be happy to help you with reaching James. What engagement question(s) would you ask?

• Is this regarding sales, service or parts?

• What is the year, make and model of your vehicle?

• Do you have a specific model in mind?

• May I ask what this is regarding?

Answer explanation

We still have to figure out if this chat is leadable. We are a lead gathering company. We are not just Customer service.

Do you have a BMW 3 series and looking to trade in my 2007 Civic

I would be happy to help you with your search for a 3 series and trade in options on your Civic. What engagement question(s) would you ask?

• What is the mileage of your trade?

• Thanks! What model are you interested in trading in for?

• Do you prefer new or pre-owned?

• What price range do you want to stay within?

Answer explanation

Always smart to grab the trade in information first, then grab any information relevant after. The Dealerships need that information to make a guestimate on what the trade in is worth.