Your suggestions

How Northline's calls are judged

Every change your managers have proposed to the evaluation criteria, and where each one stands. Suggest one from any moment on a call page, or from the standard on an answer page.

Sent The score is too harsh · Sep 13 · manager@northlinepowersports.com · Discovery

Marcus Bell · Took the trade-in question at face value

The report said Ask what he rides and why he's looking before answering anything about the trade.

You said “He asked what the customer rides two minutes later, once the guy stopped talking. That should count.”

Waiting on Callsistance.

Applied That's not how we'd say it · Sep 10 · manager@northlinepowersports.com · Why Us

Dana Whitfield · Made the case for Northline without knocking anyone

The report said Differentiation that sounds like confidence rather than a pitch.

You said “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.”

Applied Sep 12 — now part of how Northline's calls are evaluated, from the next call on. Applied as written.

Applied Our standard is better than this · Sep 9 · gm@northlinepowersports.com · Price · the best tier

Scenario: 'Can you come down on price?' -- a discount ask with no competing unit named

The report said Acknowledge, then name what is on the bike -- parts, inspection, service -- before any number moves. Hold the price and offer a mechanism (financing term, accessories) rather than a discount.

You said “Acknowledge it, then walk the bike: 'Every unit here has been through our 40-point inspection, serviced, and detailed -- that's built into the number. What I can do is look at the term with you so the payment lands where you want it.'”

Applied Sep 9 — now part of how Northline's calls are evaluated, from the next call on. Tightened one clause so the evaluator reads it as a sequence.

As written in “Acknowledge the ask, then walk the bike -- inspection, service, detail -- before any number moves: 'Every unit here has been through our 40-point inspection, serviced, and detailed -- that's built into the number. What I can do is look at the term with you so the payment lands where you want it.' The price holds; the mechanism is the term.”

Not applied Something else · Sep 4 · manager@northlinepowersports.com · Discovery

Alex Rivera · Quoted the trade before asking what he wanted next

The report said Ask what he's looking to get into before the trade number, so the whole deal can be built together.

You said “A trade number first is fine when the customer opens with it -- don't mark that down.”

This one overlaps the trade-in scenario -- Logan will call you Tuesday to work it out.