The framework behind every script
- Who you are and where you’re calling from
- Why you’re calling, tied to what the customer did
- A question that gets them talking
- A specific appointment ask, with two time options
- Confirm details and what to bring
Replace anything in [brackets] with your store’s details.
1. New internet lead (phone)
English:
“Hi [Name], this is [Agent] with [Dealership]. You asked about the [vehicle] on our website, and I wanted to make sure you got everything you need. Are you still looking at that one, or comparing a few options?”
(listen)
“It’s available right now. The easiest way to see if it’s the right fit is to come take a look. I have [day] at [time] or [time]. Which works better?”
Español:
“Hola [Nombre], le habla [Agente] de [Concesionario]. Usted preguntó por el [vehículo] en nuestra página, y quería asegurarme de que tenga toda la información que necesita. ¿Todavía le interesa ese, o está comparando varias opciones?”
(escuchar)
“Está disponible ahora mismo. La mejor manera de saber si es el indicado es verlo en persona. Tengo [día] a las [hora] o a las [hora]. ¿Cuál le queda mejor?”
2. Trade-in / KBB Instant Cash Offer lead
English:
“Hi [Name], this is [Agent] with [Dealership]. I’m calling about the Kelley Blue Book Instant Cash Offer you requested on your [vehicle]. To finalize it, we just need a quick inspection, about [length of time]. Are you thinking of selling it outright, or trading it toward something else?”
“Great. I can get you in [day] at [time] or [time]. Which is better?”
Español:
“Hola [Nombre], le habla [Agente] de [Concesionario]. Le llamo por la oferta en efectivo de Kelley Blue Book que pidió para su [vehículo]. Para completarla solo necesitamos una inspección rápida, de unos [tiempo]. ¿Está pensando venderlo, o cambiarlo por otro vehículo?”
“Perfecto. Le puedo dar cita el [día] a las [hora] o a las [hora]. ¿Cuál prefiere?”
3. Follow-up text after a missed call
English: “Hi [Name], it’s [Agent] at [Dealership]. I just tried calling about the [vehicle]. Is now a good time for a quick call, or is texting easier? Reply STOP to opt out.”
Español: “Hola [Nombre], soy [Agente] de [Concesionario]. Le acabo de llamar sobre el [vehículo]. ¿Le puedo llamar ahora, o prefiere que le escriba por aquí? Responda STOP para no recibir más mensajes.”
4. Appointment confirmation (day before)
English: “Hi [Name], it’s [Agent] at [Dealership], confirming your appointment tomorrow at [time] with [Salesperson]. We’ll have the [vehicle] ready. Does that time still work?”
Español: “Hola [Nombre], soy [Agente] de [Concesionario]. Le confirmo su cita de mañana a las [hora] con [Vendedor]. Tendremos el [vehículo] listo. ¿Le sigue funcionando ese horario?”
5. No-show follow-up
English: “Hi [Name], we missed you today. No problem, plans change. Would [day] at [time] or [time] work better to come see the [vehicle]?”
Español: “Hola [Nombre], le extrañamos hoy. No se preocupe, a veces surgen cosas. ¿Le quedaría mejor el [día] a las [hora] o a las [hora] para ver el [vehículo]?”
Script tips
- Listen more than you talk. The question after your introduction matters more than the introduction.
- Always offer two specific times. It’s easier to choose than to invent a time.
- Use the customer’s language from the start. If they answer in Spanish, continue in Spanish.
- Keep texts short and include opt-out language where your counsel advises it.
- Log the outcome in the CRM after every call.
Want a team that already uses this framework, in both languages? Contact Call Contact Confirm.