STAUNING Credit Application Internet Sales Process with Email/Voicemail Templates to Non-Responsive Prospects 2018 Edition Contents 30-DAY CREDIT APPLICATION INTERNET SALES PROCESS... 2 DAY 1 AUTO-RESPONSE (EMAIL)... 3 DAY 1 TEXT MESSAGE REQUEST TO TEXT... 4 DAY 1 FIRST PERSONAL RESPONSE (EMAIL)... 5 DAY 1 VOICEMAIL #1... 6 DAY 1 VOICEMAIL #2... 6 DAY 1 VOICEMAIL #3... 6 DAY 2 APPOINTMENT SCHEDULED (EMAIL)... 7 DAY 2 VOICEMAIL #1... 8 DAY 2 VOICEMAIL #2... 8 DAY 3 NOT ABLE TO REACH YOU (EMAIL)... 9 DAY 3 VOICEMAIL... 10 DAY 4 TAKE IT HOME TODAY (EMAIL)... 11 DAY 5 FINANCE INFORMATION (EMAIL)... 12 DAY 5 VOICEMAIL... 13 DAY 6 FINANCE MANAGER (EMAIL)... 14 DAY 6 FINANCE MANAGER VOICEMAIL... 15 DAY 7 IS IT ME? (EMAIL)... 16 DAY 7 VOICEMAIL... 17 DAY 10 GENERAL MANAGER OR OWNER HOW COULD WE HAVE DONE BETTER? (EMAIL)... 18 DAY 14 WE APPROVE PEOPLE DAILY (EMAIL)... 19 DAY 18 LOOKING TO BE TREATED WITH DIGNITY? (EMAIL)... 20 DAY 21 WRONG NUMBER (EMAIL)... 21 DAY 24 SECOND SHAME ATTEMPT (EMAIL)... 22 DAY 27 AM I IN YOUR SPAM FOLDER? (EMAIL)... 23 DAY 30 HELP US HIT OUR QUOTA (EMAIL)... 24
30-DAY CREDIT APPLICATION INTERNET SALES PROCESS DEALERS SHOULD CHECK WITH THEIR OWN LEGAL COUNSEL BEFORE IMPLEMENTING ANY PART OF THIS PROCESS TO ENSURE THEY REMAIN COMPLIANT WITH ALL LAWS AND REGULATIONS, INCLUDING THE CAN SPAM ACT AND THE TCPA. Day 1 Lead arrives in CRM; Auto-Response Fires Review lead completely Phone Call this call should be made as soon as you ve read and understood the customer s needs Manually send Day 1 email template include hand-typed answers to any questions asked from comments Request to Text If the lead arrives early enough in the day, up to 2 additional phone calls (utilizing DIFFERENT voice mail messages) should be made, and 1 additional email can be sent. Day 2 AUTOMATED email Day 2 Phone Calls (up to 2) Day 3 Phone Call Day 3 AUTOMATED email Day 4 AUTOMATED email Day 5 Phone Call Day 5 AUTOMATED email Day 6 Manager Phone Call Day 6 Manager AUTOMATED email Day 7 Phone Call Day 7 AUTOMATED email Day 10 General Manager or Owner AUTOMATED email Day 14 AUTOMATED email Day 18 AUTOMATED email Day 21 AUTOMATED email Day 24 AUTOMATED email Day 27 AUTOMATED email Day 30 AUTOMATED email After 30 days, Non-Responsive Prospects should be moved to an Active Broadcast status, meaning they will receive no more than 1 broadcast email each month with a sales call-toaction; or, they could be marked as Lost and receive no more communication.
DAY 1 AUTO-RESPONSE (EMAIL) SUBJECT: Confirmation from <DEALER NAME> Hi <PROSPECT NAME>, Thank you for contacting <DEALER NAME>. This is an automated response to let you know we ve received your online request and we are working to gather the necessary information in order to answer all your questions. At <DEALER NAME>, we understand how stressful the car buying experience can be, that s why we remove all the stress by providing GUARANTEED FINANCING. Please respond to this email if you re ready to schedule a no-hassle appointment; otherwise, I will call you shortly (if you provided a phone number) to help you schedule this. Or, if you d prefer, you may call me at any time at <SALESPERSON NUMBER>. I look forward to assisting you! Best wishes,
DAY 1 TEXT MESSAGE REQUEST TO TEXT (NOTE: Dealers should defer to their own legal counsel for advice on texting to prospects who ve yet to expressly opt-in. Additionally, dealers should only allow texting from their CRM tool within the guidelines provided by that vendor.) TEXT: (dealer name) is confirming request to send text messages. Reply YES to allow; HELP for help; or STOP to stop. Message & data rates may apply.
DAY 1 FIRST PERSONAL RESPONSE (EMAIL) (Note: This email should be manually edited & proofed before sending to answer any questions the prospect may have asked when the credit application was submitted. If this process is followed properly, this will be the only email that cannot be sent automatically.) SUBJECT: Great News from <DEALER NAME> Hi <PROSPECT NAME>, I would personally like to thank you for contacting <DEALER NAME> I cannot wait to help you with your vehicle search! I wanted to let you know that I ve got some great news regarding our no-hassle financing options. Please call me ASAP at <SALESPERSON NUMBER> so that I can share this with you. Best wishes,
DAY 1 VOICEMAIL #1 Hi, this message is for (prospect) and I am calling about (his/her) request for information from (dealership). My name is (salesperson), and I am the appointment coordinator for (dealership) and I have some great news! I just need a couple of minutes to share it with you. Would you please call me back right away at (number). Once again that is (number). And don t worry (prospect), I ll call you later if you do not have an opportunity to call back. Thank you and talk to you soon. DAY 1 VOICEMAIL #2 Hi (prospect), this is (salesperson) from (dealership) and I wanted to touch base with you on our guaranteed financing options. Would you do me the courtesy of a return call at (number)? Once again that is (number). And don t worry (prospect), I ll call back if you do not have an opportunity to phone me. Thank you and talk to you soon. DAY 1 VOICEMAIL #3 Hello again (prospect), this is (salesperson) calling back from (dealership). I wanted to leave you a message because I am going home for the day and did not want you to call back and miss me. I will be back in the office tomorrow at (time) and can go over the exciting news I have for you if you d like to call me then. As a reminder, my number is (number). Once again that s (number). Don t worry (prospect) if you don t reach me, as I will try to call you again later tomorrow. Thank you and talk to you soon.
DAY 2 APPOINTMENT SCHEDULED (EMAIL) SUBJECT: We ve Scheduled Your Appointment Hi <PROSPECT NAME>, My apologies that I haven t been able to reach you in person, but I wanted to let you know we scheduled your appointment with our finance specialist for 3:45 PM this afternoon. We pride ourselves in making these appointments hassle-free for you, so if this time is not convenient for you, please call me ASAP at <SALESPERSON NUMBER> so that we can block out something that works better for you. Best wishes,
DAY 2 VOICEMAIL #1 Good morning (prospect), this is (salesperson) from (dealership) and I am so excited to help you confirm your no-hassle appointment. Would you please call me back at (number)? Once again that is (number). And don t worry (prospect), I ll call you later if you do not have an opportunity to call back. Thank you and talk to you soon. DAY 2 VOICEMAIL #2 Hi (prospect), this is (salesperson) from (dealership) and I left you a message earlier today, but I also wanted to touch base with you on the current interest rates that could expire soon. Would you please call me back at (number)? Once again that is (number). And don t worry (prospect), I ll call back if you do not have an opportunity to phone me. Thank you and talk to you soon.
DAY 3 NOT ABLE TO REACH YOU (EMAIL) SUBJECT: More info about <DEALER NAME> Hi <PROSPECT NAME>, My apologies; although I ve tried calling you over the last few days, I haven t been able to reach you. I have some news about your inquiry. Can you call me today at <SALESPERSON NUMBER>; or can you give me a better number or time to call you? Best wishes,
DAY 3 VOICEMAIL Hi it s (salesperson) from (dealership) and I m trying to reach (prospect), but I think I must have the wrong number. I m calling about the information (prospect) requested from us, but none of my emails or voicemails seem to be getting to (him/her). I just wanted to be sure I have the correct number and email address, and I certainly don t want to keep bothering you if this is not (prospect s) number. Could you let me know if I have the correct info when you get a second? My number is (number). Once again it s (number). Thanks and have a great day.
DAY 4 TAKE IT HOME TODAY (EMAIL) SUBJECT: Can You Take It Home Today? Hi <PROSPECT NAME>, I was looking at our inventory this morning and realized we ve got a few more cars than my general manager wants us to keep on the lot. Is there any way you can take one of these home today? We work with more than <NUMBER> banks and credit unions, and we offer no-hassle guaranteed financing. Can you call me ASAP at <SALESPERSON NUMBER> so that I can set up a time for you to come in and take something home today? If it s more convenient for you, please give me a time to call you. Thank you in advance for your courteous response I look forward to assisting you! Best wishes,
DAY 5 FINANCE INFORMATION (EMAIL) SUBJECT: I think you re approved Call me Hi <PROSPECT NAME>, I was speaking with our finance manager this morning about your request and I have some great news. Can you call me today at <SALESPERSON NUMBER>? I look forward to assisting you! Best wishes,
DAY 5 VOICEMAIL Hello again (prospect), this is (salesperson) calling from (dealership) and I wanted to let you know I was speaking with my finance manager this morning about your request and I ve got some great news! Can you call me right away at (number)? Once again my name is (salesperson) with (dealership) and my number is (number). Thanks (prospect), I look forward to speaking with you.
DAY 6 FINANCE MANAGER (EMAIL) SUBJECT: <DEALER NAME> Finance Manager Dear <PROSPECT NAME>, I m not sure why my team has been unable to reach you; though rest assured that we will keep trying. If you re still looking to buy a car today, I wanted to offer you my personal assistance. As the Finance Manager for <DEALER NAME>, I have the ability to answer your questions and make any decisions that need to be made. Please call me or <SALESPERSON NAME> (our Appointment Coordinator) as soon as it s convenient to schedule a no-hassle appointment. Thank you for giving us the opportunity to serve you. Sincerely,
DAY 6 FINANCE MANAGER VOICEMAIL Hi (prospect), this is (name) and I m the Finance Manager at (dealership). I m trying to reach you to let you we re excited about the opportunity to help you qualify, but it looks like we ve so far dropped the ball. Can you call me back today at (number) so that I can make sure you receive all the information you need? Also, I would consider it a personal favor if you would let me know why we ve failed to set a priority appointment for you. So, again (prospect) my number is (number). I will await your call.
DAY 7 IS IT ME? (EMAIL) SUBJECT: I didn t mean to offend you Dear <PROSPECT NAME>, I m checking to see if you have some time to go over your guaranteed financing request. I m sure you re busy, but I feel like I m being a pest since I ve left several messages and sent several emails, but haven t heard back from you. If there is something I ve done to offend you, please let me know and I will hand your folder over to another coordinator who can help. I definitely don t want to be the reason you don t buy from us. Please call and let me know either way. My number is <SALESPERSON NUMBER>. Thanks and best wishes,
DAY 7 VOICEMAIL Hi (prospect), this is (salesperson) checking back from (dealership) to see if you have some time to go over your guaranteed financing request. I m sure you re busy, but I feel like I m being a pest since I ve left several messages, but haven t heard back from you. If there is something I ve done to offend you, please let me know and I will hand your folder over to another coordinator who can help. I definitely don t want to be the reason you don t buy from us. Please call me today and let me know either way, okay (prospect)? My number is (number). Once again that s (number). Thank you and talk to you soon.
DAY 10 GENERAL MANAGER OR OWNER HOW COULD WE HAVE DONE BETTER? (EMAIL) SUBJECT: I think we dropped the ball at <DEALER NAME> Hi <PROSPECT NAME>, I m <MANAGER NAME>, the <MANAGER TITLE> at <DEALER NAME>, and I wanted to make sure my team got you everything you needed to be driving a great car, truck or SUV today. Is there a specific reason my team has not been able to connect with you? If we ve written or said anything to offend you; or to make you not want to buy from us, please let me know, as I am committed to ensuring every customer is always treated with the utmost respect and kindness. Please do me the courtesy of responding to this email or calling me on my direct line today at <MANAGER PHONE NUMBER> to let me know how we can serve you better. Best wishes,
DAY 14 WE APPROVE PEOPLE DAILY (EMAIL) SUBJECT: We approve some of the craziest situations every single day Hi <PROSPECT NAME>, I m not sure why you haven t been in to see us, but I wanted to let you know that we are not afraid to seek financing for even the craziest situations. From bankruptcy to divorce to job loss, we see nearly everything every single day and we offer GUARANTEED FINANCING. Please call me ASAP so that we can schedule a quick appointment for you with our finance experts. My number is <SALESPERSON NUMBER>. Thanks and talk to you soon,
DAY 18 LOOKING TO BE TREATED WITH DIGNITY? (EMAIL) SUBJECT: Car shopping stinks Dear <PROSPECT NAME>, I m not sure why we ve been unable to connect these past few weeks as I m sure you got bombarded by emails from everyone in the car business but I wanted to let you know we re still here and we re still very excited about helping you. If you re looking to be treated with dignity; if you re looking for a dealership that values your time; if you re looking for someone who can help you navigate the normally murky waters of car buying, please give me and <DEALER NAME> a chance. Please call me today at <SALESPERSON NUMBER> and allow me to schedule a no-hassle, no-haggle priority appointment for you. I truly look forward to the opportunity to serve you. Sincerely,
DAY 21 WRONG NUMBER (EMAIL) SUBJECT: I think I have the wrong number Hi <PROSPECT NAME>, I ve been trying to reach you by phone, but I think I must have the wrong number. I ve left a few messages, though I haven t heard back. The number I have is <PROSPECT PHONE NUMBER> - is this correct? Could you call or email me today to let me know if there is a better number to reach you? Thanks and have a great day,
DAY 24 SECOND SHAME ATTEMPT (EMAIL) SUBJECT: I m Still at <DEALER NAME> Dear <PROSPECT NAME>, I think I m about to give up. A few weeks ago, you completed a credit application online I assume because you wanted to buy a car and needed some help with the financing. Wanting to assist you in any way I could, I ve been calling and emailing you to offer you a priority, guaranteed financing appointment, but I ve not heard back. I can tell from my email program that my emails are being delivered, and frankly I am frustrated. I ve never had this much trouble trying to help someone before. As such, I have come to the conclusion that it must be me. If there is something in my emails or voicemails that offends you or some reason that you find my manner unacceptable, please call me today at <SALESPERSON PHONE> so I can ask one of the other coordinators here to help you. After all, since you did contact us, you must need some assistance and it is possible that you might like one of the other appointment coordinators better. Your satisfaction is my number one priority! Very truly yours,
DAY 27 AM I IN YOUR SPAM FOLDER? (EMAIL) SUBJECT: <SALESPERSON NAME> has a message for you Hi <PROSPECT NAME>, I ve been trying to reach you for quite some time about your inquiry with us and I think my emails must be ending up in your spam folder. I m sorry that you haven t been able to schedule a guaranteed financing appointment with me; though rest assured that I will keep trying. Please call me at <SALESPERSON PHONE> to let me know you re receiving my emails and where you are in your search. I may have some creative ways that make it easy and inexpensive to own your next vehicle. Thank you for giving me the opportunity to serve you. Best wishes,
DAY 30 HELP US HIT OUR QUOTA (EMAIL) SUBJECT: We re trying to hit a quota, so now s the time to buy Hi <PROSPECT NAME>, Our team is furiously trying to hit our quota this month, because it will mean a great deal to us and our dealership. Plus, it means we re working overtime to get everyone financed. Please call me today at <SALESPERSON NUMBER>, and we can schedule a time for you to come in for a quick guaranteed financing review. I look forward to your call. Best wishes,