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How to lose a sale by reading a script instead of helping a prospect

Sender

Message

Tom says:

Hi, I’m the live website attendant. Welcome to [car dealership]! How may I assist you today?

Andy Sernovitz says:

Do you sell [make of car]? When is the least crowded time to come by?

Tom says:

I’d be more than happy to help you out with that. May I have your full name please?

Andy Sernovitz says:

Andy Sernovitz

Tom says:

Nice to have you with us, Andy.

Tom says:

Least crowded time is around 2pm to 3pm on weekdays.

Andy Sernovitz says:

Do you sell [make of car]?

Tom says:

Let me go ahead and check that on our inventory for you. One moment please. [Note: 2 minutes pass. My BS alert goes off. How could he not know what kind of cars they sell?]

Tom says:

Oh, by the way, just in case we get disconnected at some point here while I go and check on our inventory, may I have your phone number and email address please, so we can get back to you?

Andy Sernovitz says:

Nevermind. You’re so eager to get my contact info instead of helping me that you lost the sale.

How about that? I go to the dealership’s website. Ask if they have the car I want, even ask when I should come by to buy it. Sales don’t get any easier than this. But the script says “Get the person’s name no matter what” — and they chased me away.

Anybody want to sell me a car?

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