Calling Missed Appointments Or Unknown if they have shown or not 

 

CDR: Hello Mr./Mrs. _____, I hope I'm not interrupting anything important.
This is ______ from (your dealership), and we had talked the other day and set an appointment for you to come in yesterday, and I just wanted to call and make certain everything went well. Can you take a moment and share with me how things went?

 
Cust: We didn?t make it in!

 
CDR Then I'm glad I called, I can re-schedule that for you now. What would work better, this afternoon or this evening?

 
Cust: Things went Okay. (But you feel they are just blowing you off, that they probably really didn't come in.)

 
CDR: Let me ask you this Mr./Mrs. _____, did you find a vehicle and have a chance to test drive it?

 
Oh, you didn't, then let me set a time for you to come in and meet directly with my manager and have him work one on one. What works better, this afternoon or this evening?

(Some things you can say to help open up the conversation when the customer is hesitant)

1) May I ask what is holding you back?

2) Buying a car should be easy and a pleasant experience.  What can I do to make this that type of experience?

3) It sounds to me like you need more information before committing on a time to come in.  What can I do to make this happen for you?