Customer Satisfaction

1

• How may I help you this afternoon?
• I'm looking to purchase a new car
• I'm looking to purchase a used car
• I'm looking to purchase a new car for my son's
  16th birthday
• I'm looking to purchase a car for my parents 25th
  aniversary

Customer
Customer Satisfaction
12
1
42
11
2
10
3
Salesman Tolerance
53
9
4
8
Available Funds
?
5
7
6
Salesman
2

• What kind of vehicle are you looking for?
• I'm looking to purchase a family sedan
• I'm looking for a sports car
• Im looking for a sport utility vehicle
• I'm looking to for semi-sweet 4x4 truck!!

I'm looking to purchase a new car
Customer
Customer Satisfaction
12
1
43
11
2
10
3
Salesman Tolerance
53
9
4
8
Available Funds
?
5
7
6
Salesman
3
Here are a few of the available trucks we have to
offer

• Did you have a specific model in mind?
• F150
• F250
• F350
• Ranger

Customer
Customer Satisfaction
12
1
54
11
2
10
3
Salesman Tolerance
64
9
4
8
Available Funds
?
5
7
6
Salesman
4

• Do you know what color you are looking for?
• Red
• Blue
• Yellow
• Purple

Here is our entire F-150 Line
Customer
Customer Satisfaction
12
1
54
11
2
10
3
Salesman Tolerance
64
9
4
8
Available Funds
?
5
7
6
Salesman
5

• Do you know what color you are looking for?
• Red
• Blue
• Yellow
• Purple

Oooohhunfortunately, we dont have any purple
trucks in stock, did you want to select another
color?
Customer
Customer Satisfaction
12
1
30
11
2
10
3
Salesman Tolerance
45
9
4
8
Available Funds
?
5
7
6
Salesman
6

• Did you have a particular price range in mind?
• 10,000-20,000
• 20,000-30,000
• Im rich, who cares!!

Here is the yellow truck we have available
Customer
Customer Satisfaction
12
1
54
11
2
10
3
Salesman Tolerance
50
9
4
8
Available Funds
?
5
7
6
Salesman
7

• Shall we go inside and discuss a sale?
• YES
• NO

I think we can get you into this truck by the end
of the day
Customer
Customer Satisfaction
12
1
54
11
2
10
3
Salesman Tolerance
81
9
4
8
Available Funds
23,451.25
5
7
6
Salesman
8

• How does does 27400 sound to you?
• YES, I think I can make that stretch
• Why you little, I oughta
• Doh!

Please, have a seat Mr. Simpson
Customer
Customer Satisfaction
12
1
84
11
2
10
3
Salesman Tolerance
81
9
4
8
Available Funds
23,451.25
5
7
6
Salesman
9

• Do you have a trade in we can negotiate into this
  deal??
• Yes, a 01 Ford Taurus
• No I do not

We can work on the price
Customer
Customer Satisfaction
12
1
48
11
2
10
3
Salesman Tolerance
81
9
4
8
Available Funds
22,300.00
5
7
6
Salesman
10

• How does 22,600 sound after trade in?
• Where do I sign?
• I guess I thought the trade in would be more

This will be a quality trade in
Customer
Customer Satisfaction
12
71
1
11
2
10
3
93
Salesman Tolerance
9
4
8
Available Funds
22,300.00
5
7
6
Salesman
11
Congratulations on your purchase
Customer
Customer Satisfaction
12
98
1
11
2
10
3
100
Salesman Tolerance
9
4
8
Available Funds
0
5
7
6
Salesman