Page 50 - Agent Handbook 9.14.21

PULL AHEAD/ This is an option that dealerships have that will help the guest move forward into a
new vehicle though they are still in a lease term.

WORD TRACKS/ They are the scripts, or the verbiage used to conversate with the guest. The tools
to get them to come in and secure an appointment.

“Are you in ready” / This phrase is typically used by managers to ask if you are “in ready” in Cisco
finesse so that you receive inbound calls?

“Refresh your Ampbi” /You may be asked this by a manager. This means checking to make sure
you are logged in and taking leads through Ampbi.

“Dupe” / This is a duplicate lead. Meaning there is a profile that already is active, and the guest
has sent in another lead.

Fluff Appointment/ An appointment set based on a tentative time. Not solid. Example: I can come
sometime Saturday. I can come between 2-4, rather than I will be in at 3.

Objection/ Where the guest puts forth a reason to not come in.

Lemon Car/ a vehicle that turns out to have several manufacturing defects affecting its safety,
value, or utility. Any vehicle with such severe issues may be termed a lemon, and by extension, so
may any product with flaws too great or severe to serve its purpose.

Trigger phrases/ Phrases or words that a guest may use that are clues to Agents that we can get
them in, or that they are interested in a vehicle.

RTC/ Retail trade Center

Blackbook/ Lead source referring to trade value

Incentives/ Manufacturer discounts based on the car and the dealership

Rebates/ Discounts based on that individual guest. Think coupons like at your local grocery
store.

Lease/ popular type of auto financing that allows you to “rent” a car from a dealership for a certain
length of time and number of miles. You will typically make monthly lease payments on a vehicle,
and in exchange the dealer allows you to drive it

Leasing term/ How long a guest will be leasing their vehicle. Standard is 36 months and 10k miles.
Often referenced as 36/10.

EG/ Experience Guide.

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