Active Risk / Inactive Risk Wordtracks

Phone Call

Here are a few word track examples of what to say. Use your own words, you do not have to stick to a script, what feels natural will work best for you, but remember to focus on “either/or” questions to help continue the conversation.

You:

“Good Morning/Afternoon/Evening, could I please speak to (Customer’s First Name")?

Customer:

“This is he/she.”

You:

“Awesome, hey, this is (your name) from the service department. Real quick, we sent you an email for a 1 year complimentary maintenance package and we wanted to make sure you got them!

You:

“Oh you didn’t get it? Well, we are currently offering a 1 year complimentary maintenance package for exclusive customers. It comes with 2 tire rotations and 2 oil changes. When you arrive for your service appointment, your service advisor will get you all set up. Once you’re set up, you can start using your services right away!

You:

“Oh Great! Did you have any questions about that?

Customer:

Can I use this service at my first appointment:? Yes

Is this applicable to my other vehicles ? No

How many oil changes? 2

How many tire rotations ? 2

What's the catch?

“No catch! We appreciate and value your business! Your service advisor may recommend services due by time or mileage, however they are recommendations. If you do them,great! If you choose to wait to have them completed at a future service, that's great,too! “

Let’s get you scheduled ! I have as soon as today available, or would tomorrow work better for you?

Text Message

Here’s a few templates for you to use.

CFN- Customer First Name

YFN- Your First Name

YRMDL- Year and Model of Vehicle

Text Option 1:

Hey CFN, this is YFN from the service Department at Toyota of Scranton. Now through the end of May, we're offering a 1 Year Complimentary Maintenance Plan to our exclusive customers. For more information or to get signed up for your next service, please shoot me a text back or give me a shout at 570-207-8665.

Text Option 3:

Hey CFN, this is YFN from the service Department at Toyota of Scranton. Do you still own the YRMDL?

Voicemail

“Hey CFN, this is YFN from Toyota of Scranton. We sent you some offers for your YRMDL the other day and I wanted to make sure you got them.

Give me a shout back at 570-207-8665 when you have a moment. Thank you and have a great day!”

Maura’s Special Text Templates:

Text Option 4: Maura

Great! It looks like your vehicle is eligible for our May promotion. This is a 1 Year Complimentary Maintenance Plan to our exclusive customers, which includes 2 free oil change and tire rotations. Is this something you would like to take advantage of?

Hey, this is Maura from the service Department at Toyota of Scranton. Do you still own the 2017 Toyota Camry?

This is the offer they received: