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Car Salesperson Protocol

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Questions and Answers

What is the purpose of the FCA card in the sales process?

To provide a visual representation of the sales process (correct)

To confirm the customer's identity

To show the customer's eligibility for a part exchange

To explain the PCP option to the customer

What should happen to the part exchange vehicle if it is on site?

It should be started up and appraised (correct)

It should be shown to the customer only

It should be left untouched until the customer returns

It should be removed from the site immediately

What is the purpose of the 2nd face in the sales process?

To introduce the customer to the sales team

To finalize the sale and complete the paperwork

To confirm the customer's collection portal login

To review the customer's demands and needs (correct)

What should happen before the customer collects their vehicle?

<p>A pre-call should be made to confirm the collection details</p> Signup and view all the answers

What is the final step in the sales process?

<p>A post-collection call should be made</p> Signup and view all the answers

Study Notes

Customer Interaction Guidelines

Ensure every customer knows your name and your name badge is visible.
Offer to walk every customer back to the desk.
Escort every customer to their car.
Show the FCA card to every customer.
If a part exchange is on site, start the vehicle and spend time appraising it.

Sales Process Requirements

Explain PCP (Personal Contract Purchase) to every customer.
Complete a visual with every customer to illustrate the PCP process.
Ensure every customer undergoes a second face-to-face interaction.
Clearly define the next interaction and its timing with every customer.

Product Offering and Follow-up

Present all products to every customer, every time.
Complete a demands and needs assessment for every customer.
Ensure customers can log into their collection portal before leaving the premises.
Conduct a pre-collection call with every customer.
Test drive the part exchange on collection day, if applicable.
Make a post-collection call to every customer.

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Description

This quiz assesses knowledge of the standard protocol for car salespeople, including customer interactions, demonstrations, and product offerings. It covers the necessary steps to follow when engaging with customers, from initial greeting to finalizing sales.