There are only  two ways you are ever going to touch base with your customers either you call them or they call you.

emails, faxes, those are just tools but at the end is all about people, and people buy from people. 

So when they call you, they’re going to introduce them selves and tell you they have an approval code, you’re are always going to answer them with a smile and say terrific then ask them  ....How can I help You? They are going to spill requests no matter what they say, you always say great.

If you’re contacting them, introduce your self by given them your name and telling  them you have just received an email about them filling out a credit application,  and you have just  been assigned to become their credit agent.
 How can you help them? This is the time when you listen to their wants and their needs.

 Either way this is just an introduction, now you tell them that you’re going to finish reading the e-mail from the referral Company and that you’re going to review their approval and that you will be getting  back to them shortly. (This is the time to plan your presentation run their credit and give yourself the time to plan your strategy)

  Here are some of the things they may say:

* I found a car I like and I want a loan      * I want to take my cosigners off the loan

* I want to buy out my lease                     * I just had my car repossessed 

* I have bad credit and I need a vehicle    * I need a car

* I want to refinance my present vehicle    * I’m getting divorced and I need a car

No matter what always say ok great, so when you call them back you sound more credible, remember they don’t know that you’re a car dealer yet.
 

When you call them back explain to them as follows the company they applied on matches dealerships and customers that cater to the customers financial needs and credit situations.

 This does a couple of things;

   It takes away distance, if they live far away the customer feels their situation is so hard, that help is not around the corner and they will feel happy to drive the distance, next it builds credibility, it lets them know that you’re a car dealership while you're building rapport all at the same time.

If you’re a seasoned salesperson or manager you have probably seen or experienced these situations.

 The key is never try to help the people over the phone always work your deals face to face.

Customers goals don't always finish where they start so set your appointment and invite them to see you.

If or when they ask how they were approved or what the rates are or about the terms.

 Always tell them that they are approved on a monthly payment, and once they choose a vehicle you will submit to the lender,
 Normally people that apply this way will have some form of credit situation, so multiply their monthly income by 13% and tell them they’re approved UP TO the payment you came up with.

  But now you need to build a structure that fits their approval so when can they come in? 

 Tell them that you work by appointment only, So once you set your appointment  ask them that if anything changes to please call you.

Once you set the appointment remind them one more time to bring with them their proof of income, proof of residence and what ever else you may need.