9.9
Call evaluation
Clean call — a date, a deliverable and a yes
Dana Whitfield · Sep 8, 5:34 pm · with Derek · 13:14 min
· Dana Whitfield opened his report
Derek called about a Fat Boy. The rep found out what he rides and why he's looking, built value on the bike, and locked a Saturday visit.
| Opening | Discovery | Trust | Product | Why Us | Price | Next Step |
|---|---|---|---|---|---|---|
| 10 | 7 | 10 | 10 | 10 | 10 | 9 |
For the manager
Did well
Warm and quick to build rapport; product answers were specific.Biggest gap
Discovery — took the customer's bike choice at face value.One behaviour
Two questions before any number.The moments
in call order · Listen plays the clip the report links to00:52
Took the bike choice at face valueDiscovery · 6
“Fat Boy, nice — yeah, we've got two on the floor right now. One's a '22 with the 114.”
Went straight to inventory. Nothing yet about what Derek rides, why he's changing, or whether a Fat Boy is actually the bike for him.
What should have happened: Ask what he rides today and what it isn't doing for him before naming a unit: 'What are you on now — and what's got you looking at a Fat Boy?'
03:11
Told the truth about lead timeTrust · 10
“I'm not going to tell you Friday if it's going to be Tuesday. Let me check and call you back with a real date.”
A small honesty that made everything after it more believable.
03:31
Made the case for Northline without knocking anyoneWhy Us · 10
“We price nationally, so the number you see is the number — you don't have to fight for it.”
Differentiation that sounds like confidence rather than a pitch.
Applied
That's not how we'd say it · Sep 10 · manager@northlinepowersports.com
“We say 'we price to the national market, not to the dealer down the street' -- 'the number you see is the number' sounds like a take-it-or-leave-it.”
Now part of how Northline's calls are evaluated (since Sep 12). Applied as written.
04:40
Held the number by building value firstPrice · 10
“Before we talk about the number — that one has the bars, the Stage 1 and the slip-ons already on it. That's about $1,900 of parts you're not buying later.”
Features first, number second. The customer stopped negotiating and started asking about delivery.
04:48
Warm, by-name openerOpening · 10
“Thanks for calling Northline, this is Dana — who do I have the pleasure of speaking with?”
Named himself and the store, asked the customer's name, and the tone was set in the first eight seconds.
Coaching notes
Keep locking the time
A named time is the difference between a visit and an intention.
Next time Offer two times, let him choose.
Missed opportunities
None on this call.
Strong moments
Sent the inspection sheet on the call 05:22
Turned a question into a reason to buy here.
Committed action
Send the OTD number and financing options by 2pm; confirm Saturday 10am.One thing next call
Ask what he rides before you answer what he asked.