Page 44 - Agent Handbook 9.14.21

Sonic Store to Store transfers:

We have thousands of cars available and while we are focused on our stores that are in our brand
there is a great possibility that we will see outside inventory from our surrounding sister stores on
our websites. The first place we are going to check for the location of the vehicle is on the banner
in the picture. Secondly, you would find it in SIMS/ Hover Tool to confirm. We need to always
be aware of where vehicles are listed due to our job being based on setting appointments
and expectations, we do not want to send a guest into the wrong dealership for a car that is not

listed there. In most cases, the vehicle is not a 5-10 min drive away. As well, it takes two EGs off the
sales floor to go retrieve the VOI.

1. When the store the vehicle is located at is local and is listed on YOUR dealer’s website,
we ALWAYS give the store to which the call or lead came into the right of refusal to get the
vehicle first. When on the phone with the guest you will ask what time, they are planning to
come in to assume the appointment and while we are controlling the call look at alternative
vehicles that we can present, and THEN let them know the vehicle is located at
an offsite location. We will call them back and let them know if we can get the vehicle or if
we need to change the appointment time. From here, you will email the store and ask if we
can get said vehicle for the date and time guest requested. The STORE will reach out to the
sister store and ask if we can get the vehicle. If we can, then great, the
appointment remains as is and we as an Agent will reach out to the guest and confirm.

2. If we cannot then we will look for additional options before calling the guest back and
letting them know our options first, THEN let them know the bad news. We always go good
news than bad news.

3. IF THE GUEST WANTS TO SEE THAT VEHICLE ONLY AND THE STORE IT IS LOCATED AT IS
APART OF THE GEC BUT IS NOT APART OF YOUR BRAND, REACH OUT TO A TEAM LEAD
MIKE ROSS OR PHYLICIA CAMPBELL AND THEY WILL CREATE A PROFILE FOR YOU SO
THAT YOU GET CREDIT FOR THAT APPOINTMENT AT THAT SECONDARY DEALERSHIP.

4. If the secondary dealership is still within your brand you will create a new profile under that
dealership and set the appointment to have it remain under your follow-up. These options
are the last resort when it comes to moving vehicles. Ideally, you would find options that are
located onsite and allow for the store to move their inventory.

5. When talking with the guest and setting expectations we also build assurance that we have
other options available. Based off the probing questions in the call we should be able
to identify what the guests needs are in the VOI.

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