VIP Appointment Process

Overall VIP Appointment Process

1. BD Agents explain the VIP Appointment Benefits to the Customer and Sets VIP Expectations

       a.  VIP Appointment Benefits

• Vehicle will be pulled up in front of the showroom for appointment
• Vehicle gas tank will be filled up for test drive
• Online credit application will be suggested to customer prior to their visit to make finance process more efficient

• Paperwork will be prepared prior to their visit, including:  Deal Worksheet, Trade Appraisal, Finance Application, etc

     2.  BD Agents make Appointments for Sales Manager.
     3.  BD Agents confirm appointments with customers. 
     4.  BD Agents prepare the VIP Folders with a Standard format: 
        a.  Right side

• Printed Customer Dashboard (w/ Highlighted Info, Written Confirm)

        b.  Left side

• Printed Deal Worksheet
• Trade Appraisal
• Printed Credit Application (preferably online credit app info included)
• Any additional dealership forms

     5.  BD Agents deliver the VIP Appointment Folder to the Sales Manager the morning of the appointment.
     6.  Sales Manager reviews the entire folders’ contents and familiarizes themselves with the notes.
     7.  Sales Manager selects a salesperson to get the vehicle ready for the appointment.
     8.  Salesperson greets the customer and turns over to the sales manager.
     9.  Sales Manager does a reverse turn over back to the salesperson and gives the VIP folder to the salesperson.
    10.  Sales Manager changes the Salesperson on the lead in Vinsolutions to the salesperson that he/she turned the customer over to.
    11.  After the customer leaves, the salesperson delivers the folder (including the Printed Customer Dashboard in the right side of the folder) back to the Sales Manager.
    12. Sales Manager indicates whether the appointment “Showed”, “No Show” or “Sold” on the Printed Customer Dashboard in the folder.
    13. BD Agents pick up the folder and follow up with the customer, if appropriate.