Complete Sales Scripts

# SECTION 1: INBOUND PHONE SCRIPTS

All inbound calls:

"Thank you for calling [Dealership Name], this is [Your Name]. How can I help you find the perfect vehicle today?"

After hours (voicemail):

"You have reached [Dealership Name]. We are currently closed, but your call is important to us. Please leave your name, number, and the vehicle you are interested in, and I will personally return your call within 30 minutes of opening. Thank you!"

"Yes, we do have that [Year/Make/Model] in stock. It has [Miles] miles and is priced at $[Price]. Before I tell you more about it, can I ask what attracted you to this particular vehicle?"

[Listen. Build rapport.]

"That makes perfect sense. A few things about this one: [Key features/condition highlights]. I would love for you to see it in person and take it for a drive. I have time today at [Time] or tomorrow at [Time]. Which works better for you?"

If they resist an appointment:

"I completely understand. Here is what I will do: I will send you a video walkaround and the full vehicle history report right now. My direct number is [Number]. Take a look, and if it seems like what you want, let us get you scheduled for a test drive. Fair enough?"

"I would be happy to discuss pricing. To make sure I give you the most accurate numbers, can I ask a couple of quick questions? Are you planning to finance or pay cash? And do you have a trade-in?"

[Get info, then present pricing.]

"The price on the [Vehicle] is $[Price]. That includes [list what is included]. If you are financing, I can run some quick numbers for you—what monthly payment range are you comfortable with?"

"We specialize in helping customers with all types of credit situations. Whether you have great credit, bad credit, or no credit at all, we have options for you. Our in-house financing program can get you approved quickly with as little as $[Amount] down. Can I ask what your credit situation looks like so I can point you in the right direction?"

"We absolutely take trade-ins—and we buy cars even if you are not buying from us. The process takes about 15 minutes. We do a full inspection, pull market data, and give you a written offer that is good for 7 days. When would be a good time for you to bring it by?"

# SECTION 2: OUTBOUND PHONE SCRIPTS

"Hi [Name], this is [Your Name] from [Dealership Name]. I see you inquired about the [Vehicle] on our website. Great choice. I just sent you a text and email with a video walkaround and the vehicle history. Do you have two minutes? I want to make sure I answer any questions and get you scheduled for a test drive."

"Hi [Name], [Your Name] from [Dealership]. I tried reaching you yesterday about the [Vehicle]. I know you are probably comparing options, and I want to make sure you have everything you need from us. The [Vehicle] is still available, and I have [Time] or [Time] open for a test drive this week. Does either work for you?"

"Hi [Name], this is [Your Name] from [Dealership]. You were in a while back looking at [Vehicle type]. I wanted to check in—are you still in the market? We have gotten some great new inventory in, and I would love to show you what is new. When would be a good time for you to stop by?"

"Hi [Name], [Your Name] from [Dealership]. How are you loving the [Vehicle]? [Listen.] That is great to hear. I am calling because I have a favor to ask—do you know anyone who might be looking for a vehicle right now? We are growing and looking to help more people, and I would love to help your friends or family. Plus, we have a $[Amount] referral bonus for anyone you send who buys from us."

"Hi [Name], this is [Your Name] from [Dealership]. I am calling to confirm your appointment tomorrow at [Time] to see the [Vehicle]. We will have it cleaned up, gassed up, and ready for your test drive. Is there anything I can answer for you before you come in? Great. I will see you tomorrow at [Time]. My direct number is [Number] if anything comes up."

# SECTION 3: SALES FLOOR SCRIPTS

"Good [morning/afternoon]! Welcome to [Dealership]. I am [Name]. Make yourself at home—feel free to look around. Can I get you some water or coffee? Are you looking for something specific today, or would you like me to show you around?"

"To make sure I point you in the right direction, can I ask a few quick questions? What type of vehicle are you currently driving? What do you like about it, and what would you change? Who else will be riding in the vehicle? And are you looking for a daily commuter, family vehicle, or something else?"

"Based on what you have told me, the [Vehicle] seems like a great fit. It has the [feature they need], gets great [relevant metric], and is in your budget range. The best way to know if it is the one is to drive it. Do you have your driver's license with you? Great. I will grab the keys and meet you outside."

"[Name], it sounds like this [Vehicle] checks all your boxes—the [feature], the [feature], and the payment range. If the numbers work out, are you ready to take it home today?"

[If yes: proceed to write-up.]

[If hesitation:]

"I sense there might be something holding you back. Is it the vehicle, the payment, or something else? I want to make sure we address whatever is on your mind."

"Of course, this is a big decision. To make sure I have given you everything you need, what specifically are you thinking about? Is it the vehicle itself, the numbers, or are you comparing it to something else?"

[Isolate the real concern and address it.]

"I completely understand wanting to compare. Let me make this easy for you. I will give you a printed copy of everything we discussed—vehicle specs, pricing, and payment options. Take it with you. If you find a better deal, I want to know about it. But I am confident that when you compare apples to apples, you will be back. And just so you know, this [Vehicle] has had [X] inquiries this week, so I cannot guarantee it will still be here. Can I put a 24-hour hold on it for you?"

"I appreciate you being upfront about your budget. Let us look at this together. [Show market comparables.] This vehicle is priced at the market average for its year, miles, and condition. Now, I want to find a solution that works for you. Would a different down payment amount or loan term make the payment more comfortable?"

"You are in the right place. We specialize in helping customers with all types of credit. Our financing program works with dozens of lenders, and we also offer in-house financing. Let us run a quick pre-qualification—it takes 5 minutes, does not affect your credit score, and then we will know exactly what options are available to you."

"[Name], congratulations! Your [Vehicle] is cleaned, fueled, and ready to go. Before we do the paperwork, I want to walk you through everything. [Walk through features, sync phone, explain warranty, review documents.] You are all set. My direct number is [Number]. Call or text me anytime with questions. Welcome to the [Dealership] family. Enjoy your new ride!"

# SECTION 4: F&I SCRIPTS

"Congratulations on choosing the [Vehicle]. Before we finalize everything, [F&I Manager] is going to walk you through some protection options that most of our customers choose. It takes about 10 minutes, and it could save you thousands down the road."

"[Name], before I show you the options, let me ask a few quick questions. How long do you plan to keep this vehicle? Do you drive mostly in the city or on the highway? And have you ever had an unexpected repair bill that caught you off guard?"

"[Name], these are the protection options available for your [Vehicle]. I have organized them into three packages. Most of our customers choose either the Preferred or Complete package. The Essential package gives you the core coverage. The Preferred adds [benefits]. The Complete package gives you total peace of mind with [benefits]. Take a moment to look them over. Which level of protection feels right for how you use your vehicle?"

"I hear that a lot. Most of our customers who skip the coverage tell us later they wish they had it. This [Vehicle] is reliable, but even the best vehicles have $1,200 water pumps and $800 alternators. The warranty transfers the risk from your wallet to the insurance company. For $[amount] per month—that is less than one dinner out—you are covered."

"I understand. Let us look at Package 1—that gives you the essential protection for only $[difference] more per month. That is less than a coffee per week, and it covers your engine and transmission. Which product matters most to you?"

# SECTION 5: COLLECTIONS SCRIPTS (BHPH)

"Hi [Name], this is [Your Name] from [Dealership]. Just a friendly reminder that your payment of $[Amount] is due today. You can pay online at [Link], call me back at [Number], or stop by the office. Thanks, and have a great day!"

"Hi [Name], this is [Your Name] from [Dealership]. I noticed your payment for [Date] has not come in yet. Is everything okay? I know things come up, and I want to work with you. What is going on?"

[Listen. Then offer solutions:]

"Here is what we can do. If you can pay half today and half on [Date], I can note that in your file. Or if your paycheck timing changed, we can move your due date. What works best for you?"

"Hi [Name], this is [Your Name] from [Dealership]. We spoke last week about your payment, and I have not received it yet. I need you to contact me today so we can work something out. My number is [Number]. I am here until 6 PM. Please call me back."

"[Name], we have tried to work with you, but this payment is now [X] days late. I need you to be straight with me—when can you make this payment? We have a few options on the table, but I need a commitment today. If we cannot resolve this, I will have to consider next steps that neither of us want. Let us figure this out together."

# SECTION 6: TEXT MESSAGE TEMPLATES

Hi [Name], this is [Your Name] from [Dealership]—thanks for your interest in the [Vehicle]! I am pulling the details and video for you now. Can I send you a quick video walkaround? Call or text me directly at [Number]. —[Your Name]

Hi [Name], confirming your test drive appointment tomorrow at [Time] for the [Vehicle]. Address: [Address]. See you then! —[Your Name]

Hi [Name], how is your first day with the new [Vehicle]? Everything working perfectly? Text me anytime! —[Your Name]

Hi [Name]! Your experience means the world to us. Would you mind taking 30 seconds to leave a review? It helps other customers find us: [Link]. Thank you! —[Your Name]

Hi [Name], your [Vehicle] is due for an oil change. Book your appointment here: [Link] or call [Number]. —[Your Name]

Hi [Name]! Hope you are loving the [Vehicle]. Know anyone looking for a reliable used car? Send them my way and I will send you $[Amount] when they buy! —[Your Name]

Hi [Name], your payment of $[Amount] is due [Date]. Pay online: [Link] or call [Number]. Thank you! —[Your Name]

# SECTION 7: EMAIL TEMPLATES

Subject: Your [Vehicle] Inquiry + Video Walkaround

Hi [Name],

Thanks for your interest in our [Year/Make/Model]! This vehicle just arrived and has already generated a lot of interest.

Here is what makes it special:

I have availability today at [Time] or tomorrow at [Time] for a test drive. Which works better for you?

Best,

[Name]

[Phone] | [Email]

Subject: Following Up on Your Visit to [Dealership]

Hi [Name],

I enjoyed meeting you on [Day] and showing you the [Vehicle]. I know you are taking time to consider your options, and I respect that.

I wanted to follow up and see if you had any additional questions. Also, if the [Vehicle] was not quite right, I have a couple of other options that just came in that might be a better fit.

Are you still in the market? I would love to help you find the right vehicle.

Best,

[Name]

[Phone] | [Email]

Subject: [Name], We Miss You at [Dealership]

Hi [Name],

It has been a while since we last connected. A lot has changed at [Dealership]—new inventory, new financing options, and some great specials.

Are you still looking for a vehicle? If so, I would love to earn your business. Give me a call at [Number] or reply to this email.

Best,

[Name]

Subject: [Month] Update from [Dealership] + New Arrivals

Hi [Name],

Here is what is new this month at [Dealership]:

[3-4 featured vehicles with photos and prices]

[Financing special or promotion]

[Customer testimonial]

[Service tip or vehicle care advice]

Ready to upgrade? Call me at [Number] or browse our inventory: [Link].

Best,

[Name]

# SECTION 8: REVIEW GENERATION SCRIPTS

"[Name], I am so glad you love your new [Vehicle]. Your experience matters to us. Would you mind taking 30 seconds to leave a review on Google? It helps other customers find us and lets my boss know I did a good job. I will send you a link right now."

"Hi [Name], just a friendly reminder—your review makes a huge difference for our small business. Here is the link again: [Link]. We truly appreciate it! —[Your Name]"

"[Name], thank you for taking the time to share your feedback. I am sorry your experience did not meet the standards we hold ourselves to. As the owner, I take full responsibility for what happened. I would like the opportunity to make this right. Please call me directly at [Number]. I am committed to resolving this to your satisfaction. —[Owner Name], [Dealership]"

# SECTION 9: TRADE-IN SCRIPTS

"Absolutely, we buy cars all the time—even if you are not buying from us. The process takes about 15 minutes. We inspect the vehicle, pull market data, and give you a written offer good for 7 days. We also guarantee to beat any written CarMax offer by $500. When can you bring it by?"

"[Name], I have had a chance to look at your [Vehicle] inside and out. You have clearly taken good care of it. Let me walk you through how I arrived at my offer. [Show market data.] Based on current market conditions, my offer is $[Amount]. This offer is good for 7 days. No pressure to decide today."

# SECTION 10: SERVICE DEPARTMENT SCRIPTS

"Good [morning/afternoon], [Name]! I see you are here for [Service]. While we have your vehicle in the bay, would you like us to do a complimentary multi-point inspection? It takes about 10 extra minutes, and I will give you a full report on your vehicle's condition."

"[Name], your oil change is complete. I also had our technician do a full inspection. Everything looks good overall. Your brakes are in the yellow zone—they have about 30% left, so we should plan to replace them in the next 3,000 miles. Your air filter is in the red zone—it is clogged and affecting your fuel economy. We can replace it today for $[Price]. Would you like us to take care of that?"

"[Name], your [Vehicle] is getting up there in miles. The upcoming maintenance will run about $[Amount]. Have you thought about trading up to something newer? Our sales team would love to give you a free appraisal while you are here."

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