PHONE POP 5

Their current vehicle tells you everything — trade-in opportunity, how long they've been thinking about buying, and whether urgency already exists.

"Great! And what are you currently driving? How long have you had it?"

If they say "I've had it 4 years" — they're ready to move. If they mention payments or being upside down, that's urgency gold. Write it down and bring it up when they arrive.

Skipping this and jumping straight to the vehicle they called about. Always know where they're coming from before you talk about where they're going.

Knowing the primary driver changes how you present features, who you invite in, and how you handle the close. If the decision maker isn't on the call, you need to know that now.

"Is this going to be primarily for you, or will someone else be driving it too?"

If it's for a spouse or child, invite both: "I'd love to have you both come in so we can make sure it's the perfect fit." Two people invested = higher show rate.

Assuming the caller is the buyer. Many calls are made by a husband for his wife or a parent for their kid. Pitch the wrong person and you lose the deal at the desk.

Knowing their payment method upfront lets the desk structure the deal before the customer arrives. No surprises at the table, faster write-up, smoother close.

"Just so I can have everything ready for you — are you planning to finance, pay cash, or did you have a credit union in mind?"

This is intel only — don't go further. If they ask about rates say: "That's exactly what I want to cover when you come in so I can get you the absolute best deal."

Quoting payments or discussing rates on the phone. The moment you give a number, they shop that number — not your car. This kills appointments before they start.

If they've visited a competitor and didn't buy, something stopped them. That's your opening. If they haven't been anywhere yet, you have a clean slate — own it.

"Have you had a chance to check out any other Toyota dealerships, or will this be your first time seeing one of these in person?"

If they've been elsewhere: "What kept you from moving forward there?" Their answer tells you exactly how to win the deal. Note it. Address it head-on when they arrive.

Not asking — and getting blindsided when the customer pulls out a competitor's price sheet. Intelligence gathered on the phone is power on the showroom floor.

Inventory changes daily. If you don't ask this and their vehicle sells before they arrive, you have no fallback. One question saves dozens of lost appointments per month.

"If we don't have exactly what you're looking for, would you be open to something similar that might actually work even better for you?"

Frame it as finding the best fit, not settling. Most buyers are more flexible than they think — and if they say yes, you've protected the appointment regardless of inventory.

Checking inventory first, finding the car is gone, then calling back to cancel. Get flexibility on the phone first — then inventory can never kill an appointment.