Kelly · Build a better plan
One of the easiest ways to lose an appointment is to ask a customer if they are still coming.
It sounds responsible, but the question quietly gives the customer an easy way out. They can say no, delay the visit or disappear without ever being reminded why they agreed to come in the first place.
Confirm the value instead. Tell them what you have done to prepare. Confirm that the vehicle is available. Mention the specific question you will help answer. Let them know the trade-in process is ready or that you set aside time so they will not have to start over when they arrive.
Instead of “Are we still on for Saturday?” try: “I confirmed the vehicle is here, pulled the information you asked for and set aside time at 10:30 so we can make this easy. I will meet you up front.”
Customers visit very few dealerships before buying in today’s market. Make your visit count. Do not merely confirm that the customer will attend. Remind them why showing up is worth their time.
