🎯 Daily BDC / Phone Goals
| Metric | Daily Goal |
|---|
| 📞 Calls Made | 30 |
| 🗣️ Live Connections | 4 |
| 🎬 Covideo — Face/Name | 4 |
| 📅 Appointments Set | 2 |
| ✅ Appointments Confirmed | 2 |
| 🚗 Covideo — Actual Car | 2 |
| 🎬 Total Covideos | 6 |
🏆 Store Appointment Goals
| Day | Goal |
|---|
| Weekday | 70 Appointments |
| Saturday | 100+ Appointments |
📊 Monthly Unit Minimum
Minimum: 8 units per month
Target: 13+ units per month
Store Goal: 1,000 units per year
Below 8 units = at risk. Talk to your FM immediately about your plan.
📞 Inbound Phone Process
- Answer within 3 rings. "Thank you for calling Pat Lobb Toyota McKinney, this is [Name], how can I help you?"
- Get their name and use it immediately. Build rapport in the first 30 seconds.
- Identify the vehicle they're calling about. Ask about their current vehicle.
- DO NOT quote price on the phone. "The best way to get you an accurate number is to come in — can we set that up?"
- Set the appointment. Offer two time options. "I have today at 3pm or tomorrow at 11am — which works better for you?"
- Get their cell number and email. Confirm the appointment time.
- Send Covideo immediately after hanging up.
📞 Outbound Call Process
- Identify yourself and the dealership. Keep your energy HIGH.
- Reference WHY you're calling. "I'm reaching out because we have a [vehicle] that matches exactly what you were looking for..."
- If voicemail — leave a SHORT message (under 20 seconds) and send a Covideo immediately after.
- Attempt 7 contacts before marking as unable to reach. Mix calls, texts, and Covideos.
- Goal every call: SET THE APPOINTMENT.
Pro tip: First one to speak after asking for the appointment loses. Ask — then stay silent.
👋 Meet & Greet Process
- Greet within 60 seconds of arrival. Smile. Make eye contact. Firm handshake.
- "Welcome to Pat Lobb Toyota McKinney! I'm [Name] — are you here to see anyone specific or can I help you out today?"
- Get their name and use it. "Great to meet you [Name]!"
- Find out what brings them in today. Listen MORE than you talk.
- If appointment — confirm who they're seeing and notify that SP immediately.
- Log the customer into the Greeter system before leaving the welcome area.
- Walk them to the vehicle or desk — never point.
💬 Key Discovery Questions
- What brings you in today?
- What are you currently driving?
- Are you looking to trade that in?
- Do you have a specific vehicle in mind?
- Is this primarily for you or someone else?
- What's most important to you in your next vehicle?
- Have you been to Pat Lobb before?
🚗 Customer Vehicle Evaluation
The CVE is completed on EVERY customer with a trade-in. This is your ammunition for the desk.
- Step 1 — Vehicle ID: Get the VIN or enter year/make/model. Ask for mileage verbally — customer states it out loud.
- Step 2 — Q&A: 6 questions. How long owned? Accidents? Mechanical issues? Loan? Two keys? Upgrades?
- Step 3 — Walk-Around: 13-point inspection ON SITE. Or phone notes for Site Unseen.
- Step 4 — PP Hooks: Toggle on each protection product present. Read the script. Record YES/SOMEWHAT/INDIFFERENT.
- Step 5 — Summary & Sign-Off: Review with customer. Type your name. Submit to Firebase.
Remember: The CVE summary goes directly to the UCM. PP temperature is visible before you even get to the desk.
🎯 Soft Trade — "If It Makes Sense"
"What would 'make sense' look like for you on the trade-in?"
Enter their number and the UCM rough range. The gap calculator will show:
- 🟢 Under $1,000 gap — WORKABLE, close today
- 🟡 $1,000-$3,000 gap — CLOSEABLE, tax savings play
- 🔴 Over $3,000 gap — RESET, get vehicle in first
"If we could get you to [UCM Range] — would you be ready to move forward today?"
🪝 Protection Package Hook Scripts
Window Tint
"I can see you have tint — kept it cooler in the Texas heat, protected the dash, gave you privacy... hasn't it made a difference?"
Paint / Ceramic
"Your paint still looks solid — wouldn't you say it was worth protecting that investment?"
Interior Protection
"Seats and carpet held up well — couldn't you see how that interior protection paid off?"
Wheel Locks
"Wheels are still on there — wouldn't you agree knowing they were locked gave you peace of mind?"
Dent / Etch
"No major dings — wouldn't you say having that protection kept small things from becoming expensive problems?"
🔒 Master Close
"So when you think about everything that's kept your trade in the shape it's in today — wouldn't you say investing in protecting your vehicle was absolutely worth it?"
SILENCE after asking. First one to speak loses. Hold it.
Monthly breakdown script: "It's less than a tank of gas a month to protect your investment."
🎬 Covideo — The Right Way
Covideo is sent immediately after hanging up the phone. No delay — strike while the iron is hot.
If daylight / good lighting
Go to the vehicle immediately. Record ONE video covering both face/name intro AND vehicle walkaround. Show key features. Keep it under 90 seconds.
"Hey [Name], it's [Your Name] from Pat Lobb Toyota McKinney — just wanted to put a face with a name and show you this incredible [vehicle] we have waiting for you! [walks around car] Can't wait to see you [day/time] — see you soon!"
If too dark / bad lighting
Send Face/Name video immediately. Promise the car video for next morning.
"Hey [Name], it's [Your Name] — leaving now but wanted to put a face with a name! I'll reach out with a video of the vehicle before you arrive to answer your questions and show off this terrific [vehicle] — see you soon!"
🎬 Covideo Cadence
| Trigger | Covideo Type | Timing |
|---|
| Appointment Set | Face + Car (or Face only if dark) | Immediately |
| If dark — car promised | Actual vehicle walkaround | Next morning |
| Day before appt | Reminder + excitement | Evening before |
| No show | Follow up — what happened? | Within 1 hour |
| After sale | Thank you + referral ask | Same day |
Never send a generic Covideo. Always use their name and reference their specific vehicle. Personalization is everything.