As we listen to sales calls we come across other dealership calls that get butchered, such as service and parts. We have a service script, but I've never had a parts script until now. We will often hear a caller ask for pricing on a part, the parts department will give all the information and then disconnect the call without ever asking for the business. So I've decided it's time to write a script for the parts department.
In the below script you'll notice that I like to refer to the part as "your part" and I also like to ask assumptive closed ended questions. I'll have this one up on my website soon.
Parts Script
Greeting:
Thank you for calling ABC Motors, this is (
your first name) how may I assist you. I’ll be glad to help you with that.
Ask any questions you may need to ask in order to determine proper part.
Pricing:
The price on your part is _____, would you like to schedule a time to have your part installed, or are you planning to install it yourself?
I’ll go ahead and transfer you to service so we can schedule a time to have your part installed. Before I do that, is there anything else I can help you with? One moment please while I transfer your call to service.
Would you like us to ship your part or would you prefer to come in and pick it up. If shipping: May I please have the full name and address of where to ship your part? Would you like to pay for this with Visa or MasterCard? Get payment info. I’ll send you an e-mail with your shipping information, should I send that to your home or work e-mail address? Thank you for your business and please call us if we can be of any further assistance. If picking up: Would you like to pick up your part today or tomorrow? I’ll go ahead and set your part aside with your name on it. How do I spell your last name, and your first name is? Thank you for your business and I look forward to meeting you on (pickup day).
Availability:
Your part is available (do not offer pricing unless asked), would you like to schedule a time to have your part installed, or are you planning to install it yourself? See above “We Install” or “They Install.”
Unfortunately your part is not in stock, but I can have one for you in (time frame). I can place your order now, would you like to pay for your part with Visa or MasterCard? Get customers information. Would you like us to e-mail or call when your part arrives? And your e-mail/number is? Is there anything else I can help you with today? Thank you for your business and we will be in touch once your part arrives.
Special Notes:
Be prepared to talk about the manufacturer’s warranty that comes with parts and installation. Also talk about your dealerships great reputation. Tell the customer why they should do business with you.