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2008 Lear, LLC All Rights Reserved

08Fall

Aug 08

Lexus of Orlando Follow Up System

Table of Contents

MONTHLY PROSPECT SCHEDULES 1

WALK IN TRAFFIC 2-12INTERNET LEADS (LEXUS OF ORLANDO WEBSITE) 13-28INTERNET LEADS W/O PHONE NUMBER 29-30INTERNET APPOINTMENT NON-BUYER 31-33TELEPHONE UPS 34

LOST SALES/OPPORTUNITY SCHEDULES 2

LOST/LOST 35-38LOST BOUGHT DIFFERENT BRAND 39-41LOST UPSIDE DOWN IN TRADE 42-45LOST DUE TO CREDIT WORTHINESS 46-51LOST BOUGHT SAME BRAND DIFFERENT DEALERSHIP 52-70

SOLD LEASE SCHEDULES 3

24 MONTH LEASE 7136 MONTH LEASE -48 MONTH LEASE -60 MONTH LEASE 90

SOLD FINANCE/CASH SCHEDULES 4

36 MONTH FINANCE 9148 MONTH FINANCE -60 MONTH FINANCE 110CASH SCHEDULE 111-113

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Walk in Traffic

Same Day Email/Letter

Subject line: Thank You for your recent visit to Lexus of Orlando

Hello (Customer First Name),

As you’ve experienced when you visited Lexus of Orlando, we strive to make each of our valued client visits memorable. At Lexus of Orlando we are not only the best place to purchase your next luxury vehicle, we are also the best place to service it.

I wanted to tell you how much I appreciated the time you took to visit our dealership today and how important you are to making Lexus of Orlando the finest luxury dealership in Central Florida.

If you have any further questions about the vehicle or purchasing options, please allow me to assist you. If you are still undecided I would be delighted to bring any additional vehicles to your home or office so that you can make a more informed decision from the comforts of your own home or office.

Lexus of Orlando looks forward to meeting you’re driving needs by not only providing a world-class vehicle but also world-class service only at Lexus of Orlando.

Sincerely,

The Lexus of Orlando Team

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Walk in Traffic

Next Day Call Script (DO NOT LEAVE A MESSAGE)

Hello (Customer Name)

This is (Sales Pro) with Lexus of Orlando.

I am calling today for three reasons.

1. First, do you feel the (Lexus LX470) is the right Lexus for you? If yes proceed

2. Will the (Lexus LX470) meet all your needs and driving expectations? If yes proceed

3. Are you prepared to purchase the vehicle if we can come to terms financially? At Lexus of Orlando we will not lose a guest over price. If yes proceed

Close Guest on an appointment

Would later today or tomorrow be best for you to come to the dealership?

What time is best for you either 4:15PM or 6:45PM?

Confirm appointment with customer and make sure the customer has a pen and paper to write it down.

Walk in Traffic

72 hr Applied Concepts Survey Call

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Walk in Traffic

Managers Call (Leave Message)

Hello (Customer Name)

This is (Manager) with Lexus of Orlando.

We haven’t spoken before but I am the Sales Manager at Lexus of Orlando. The reason that I am calling you today is that after reviewing some notes with a member of my sales team, I noticed that you visited our showroom yet didn’t decide to invest in a new/pre-owned Lexus.

I wanted to explore alternative options that have just become available that might fit what you’re looking to achieve.

You can reach me directly at (Number) and I would be more than happy to discuss these new options with you. Again my name is (Manager Name) and my number is (Number).

Thank you and have a great day!

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Walk in Traffic

7-Day Email/Letter (Testimonials)

Subject line: Why Chose Lexus of Orlando?


I am sure you have taken the time to shop for your next vehicle by now. At Lexus of Orlando we know it takes time to make the right vehicle purchase and we wanted to let you know that we are here for you.

We also wanted to let you hear directly from the people that matter most to us so we have included a couple of our customers comments about the dealership to help you decide on making Lexus of Orlando your choice for purchasing your luxury vehicle.

If you have any additional questions or concerns about purchasing your Lexus please contact a Sales Guest Services Representative at (insert Number)

Sincerely,


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Testimonial Video

Testimonial Video

Testimonial Video

Walk in Traffic

14-Day Email/Letter

Subject line: Is a Lexus Right for You?


As you may know, owning a Lexus is not for everyone. It is for a person that has discriminating taste with a desire to drive a luxurious vehicle that performs like a ballet on wheels.

When you where recently in Lexus of Orlando you probably had the opportunity to experience what owning a Lexus could be like for you. My goal is to make that wish become a reality and place you in the driver’s seat of the most luxurious automobile band on the road today.

Are you prepared to join an elite group of local individuals that drive a Lexus? I will be calling you tomorrow to discuss the best options for your Lexus ownership.

Sincerely,


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Walkin Traffic

21-Day IVR GSM Call

Hi (Customer Name)

This is (Business Development Director) with Lexus of Orlando. I was informed that not too long ago you had the opportunity to visit our dealership and enjoy a test drive. I just wanted to personally call you and thank you for taking the time to visit Lexus of Orlando.

I also wanted to let you know that we have some new vehicles that have just arrived that might meet your needs more closely than what you looked at during your previous visit. You can contact me directly at (Number) and I would be more than happy to go over what we currently have with you.

Again my name is (Business Development Director) and my number is (Number).


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Walk in Traffic

30-Day Email/Letter

Subject line: Are you familiar with the Lexus Certified Program?


I wanted to send you a quick note about our Certified Lexus program that might offer an alternative to purchasing a new Lexus. Lexus offers the finest Certified Program in the automotive industry including some of the following benefits:

Hand Selected Vehicles less than 6 years old Complete CARFAX History Report 161-Point Inspection Mechanical & Appearance Reconditioning Lexus Warranty 3-Year 100,000 miles backed by the manufacturer New Vehicle Finance Rates and Terms Lexus Customer Care Benefits

If this is an option for you please (click here) and view our current Certified Vehicles or call one of our Certified Customer Care Specialist at (Number)

Sincerely,

The Lexus of Orlando Sales Team

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Walk in Traffic

45-Day IVR Call

Hi (Customer Name)

This is (Used Vehicle Manager) and I am the Lexus of Orlando Certified Pre-owned Manager. I wanted to give you a quick call today to let you know about an exciting offer we are running during the next couple of days.

If you are still in the market for a vehicle please give me a call and I can explain to you this exciting offer that Lexus is extending to us and we are passing it along to our customers.

To qualify you had to have visited our showroom within the last 60 days and taken a test drive in any new or pre-owned Lexus. If you meet these prerequisites give me a call immediately so I can extend this special offer to you.

Again my name is (Name) and my direct number is (Number). If for some reason you don’t reach me please hit zero and have me paged. I don’t want you to miss out on this tremendous Lexus offer.


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Walk in Traffic

60-Day Email/Letter

Subject line: Your Lexus is Just One Click Away


It has been a little while since you visited Lexus of Orlando but we haven’t forgotten about you. If you have not already purchased another vehicle please keep reading.

Sometimes it takes more than just a great deal to make your purchase decision possible. So I wanted to extend to you a Special Savings Certificate that is good towards any New or Pre-owned vehicle in stock.

So how much is this Certificate you ask? Well I wouldn’t have contacted you if it weren’t worth your while! Give me a call at (Number) and I will go over the program and email you your Savings Certificate.

Save big and drive the Lexus of your dreams only at Lexus of Orlando.

Sincerely,


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Walk in Traffic

90-Day Email/Letter

Subject line: Why Buy a Lexus from Lexus of Orlando?


Do you watch late night TV? Have you ever caught the Top Ten on David Letterman? At Lexus of Orlando we have our own Top Ten reasons why you should make your next vehicle investment with us. Drum roll please…

1. Easy to do business with;2. Locally owned and operated;3. Saturday Service hours;4. In-house Road Side Assistance in addition to Lexus Roadside Assistance;5. New Owner’s Welcome Event each month;6. White Glove delivery;7. Huge Service Facility with 140 loaner cars;8. Free car wash with every service;9. We will bring the vehicle to you for a home or office test drive; and10. We believe that serving our customers is the highest honor.

If you would like to view the vehicles we have in stock right now to see if any of them meet your driving needs please take a moment and (click here) or call our Sales Guest Services hotline at (Number).

Sincerely,


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Add Customer Record to Automated Marketing Schedule

Internet Leads (Lexus of Orlando Website)

Personalized Autoresponder

Subject line: Why Should You Buy a Lexus from Lexus of Orlando?

Hi (Customer Name),

We just wanted to send you a quick note of congratulations on taking your first step in the right direction to buy your next vehicle using the Internet. You will notice from your first contact with our staff that we are different.

One of our team members will be contacting you right away to answer your specific vehicle questions and give you the pricing information that you requested. I want to share with you what makes us different:

The Lexus of Orlando Difference

Upfront Pricing on any New or Pre-Owned vehicle in stock. Complimentary Kelly Blue Book Appraisal (We will buy your vehicle even if

you don’t by a vehicle from us).

140 Loaner Vehicles Available.

Price and payments in 10 minutes or less when you walk in the door.

What people are saying about Lexus of Orlando

“What a great friendly staff! They delivered exactly what was promised and I couldn’t be happier with

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my new Lexus GS.” Cheryl Moore

“Lexus of Orlando responded to my lead request within minutes; some dealers never responded at all. I knew from the start that the dealership was different and I can say it was definitely worth the drive.” Michael Schilling

“Great price, great service, and exactly what was promised from the start” Nancy Clark-Morris

Thank you again for contacting our dealership and entrusting us to help you in purchasing your next vehicle.

Please feel free to contact me anytime. My number one job at Lexus of Orlando is making our customers comfortable and happy in their vehicle purchase and service.

Sincerely,



Same Day Phone Call

Hi (Customer Name),

This is (BDC Rep) with Lexus of Orlando. Did I catch you at a good time to discuss your Internet request?

Would you mind if I ask you a couple of quick questions about your request?

Verify all information on the lead

Have you driven the (Make & Model)?

Will you be financing, leasing or paying cash?

What is your timeline for purchasing?

Since I now have the necessary information to address your needs more accurately would later today or tomorrow be best for you to come into the dealership?

I have two times slot available would 4:15PM or 6:45PM work best for you?

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1-Day Email/Letter

Subject line: Do you like thrills at every turn? That is what our customers tell us it feels like every time they drive their Lexus.

Hi (Customer Name),

Thank you for visiting our website and your interest in the (Make and Model). I read your Internet request and wanted to personally respond. That's a popular model and a nice vehicle. And great news! We have it in-stock! Plus we have several others for you to consider. When can you come in to Lexus of Orlando and experience for yourself the exhilarating feeling of driving a Lexus?

My job is to understand your needs so I can help you identify the right vehicle and save you time. Please let me know how best to serve you. I'll do whatever I can to make this process simple and easy.

Thanks for allowing me to assist as you shop for your next vehicle. Talk with you soon!

Sincerely,


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1-Day Call

Hi (Customer Name),

This is (BDC Rep) with Lexus of Orlando. Did I catch you at a good time to talk about your Internet request?







I have two times slot available would 4:15PM or 6:45PM work best for you?

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2-Day Call

Hi (Customer Name),








I have two time slots available would 4:15PM or 6:45PM work best for you?

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3-Day Email/Letter

Subject line: Trying to Reach You.

Hi «Customer Informal Name»,

We are excited to provide you with the information you requested on the (Make & Model). In order to be as accurate as possible, I need to verify all options and vehicle configuration preferences that were forwarded to me.

We tried to contact you but have been unable to reach you. We will try again, so we can discuss your request!

If there is a better number than (Customer Phone) to contact you, please call or e-mail us with the alternate number and the most convenient day and time to reach you.

I look forward to speaking with you.

Sincerely,


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3-Day Call

Hi (Customer Name),









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5-Day Call Managers Call

Hi (Customer Name),

This is (BDC Manager) with Lexus of Orlando. Did I catch you at a good time to talk about your Internet request?

My staff and I have been trying to reach you and I wanted to make sure all your Lexus questions where answered. Even if you are not ready to purchase please give us a call at (Dealership Phone) and let us fulfill the Internet request you made on the Lexus of Orlando website.

Since I now have the necessary information to address your needs more accurately here at the dealership would later today or tomorrow be best for you to come into the dealership?


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5-Day Letter Manager Email/Letter

Subject line: Trying to reach you on the phone?

Hi (Customer Name)

I attempted to contact you today by phone at (Customer Phones). I am just letting you know I did leave a message on your answering machine. The purpose of the phone call was to confirm and discuss your Internet request for the (Make & Model).

Because we have not had the opportunity to speak together concerning your request, I would ask that you please contact me with any questions you may have either by replying to this email or if you wish, contact me at (Dealership Phone). I will provide you direct answers to all your questions.

It is entirely okay with me if you are in the early stages of your automobile shopping and are only looking for basic information.

I look forward to working with you, by email or phone, whichever option you choose.

Sincerely,

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7-Day Email/Letter

Subject line: Are you Still Looking for the Perfect Lexus?


Perhaps you have not had the time to answer our e-mails regarding your (Make and Model) request.

If you changed your mind and/or have purchased already, please let us know.

As an Internet Specialist at Lexus of Orlando, it is my responsibility to ensure your request is handled in a way that exceeds your expectations.

I look forward to working with you.

Sincerely,


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10-Day Email/Letter

Subject line: Are you Still shopping for the best deal on a New Lexus?


When were you planning on moving forward with a purchase? Right now is a great time to be in the market for a (Make & Model). If you plan to purchase at a later date, just let me know and I will be sure to forward you specials going on at that time.

I regret that I have been unable to reach you regarding your vehicle request. If there is a better way to contact you, please let me know.

I hope to hear from you soon.

Sincerely,


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14-Day Email/Letter

Subject line: Want a New Lexus in Your Driveway Tonight?


Over the past couple of days we have made numerous attempts to contact you regarding your Internet request on the (Make & Model). When we don’t hear back from customers it is usually one of three things.

1. You already purchased your new Lexus from another dealer and are happily driving around town showing it off.

2. You got sticker shock at the price of new vehicles and are just getting out of the hospital from bumping your head.

3. You decided that a Lexus might not be the right vehicle for your driving needs currently.

At Lexus of Orlando we have solutions for all three of these things.

1. If you’ve already purchased one bring it by and let us introduce you to our award winning service department with 86 bays and 140 loaner cars. Additional first class amenities include our guest lounge, quiet room, children’s play room and business resource center.

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2. If you aren’t feeling too well still let us bring the vehicle to you and present you with a host of financing and leasing alternative that would meet your budget.

3. At Lexus of Orlando our main concern is to fit the right vehicle with the right person. We not only carry the complete Lexus line up but have hundred of pre-owned vehicles available as well for you to select from.

Give us two minutes on the phone and let us see if we can fulfill your needs. Call (Dealership Number) and let’s put a Lexus in your driveway tonight.

Sincerely,



14-Day IVR Call

Hi,

We haven’t spoken before my name is (Internet Manager) and the reason that I am calling you is to let you know about a couple of new special that have just become available.

I know you requested some information from our website a little over a week ago and I wanted to let you know about this unique offer.

If you have just a minute to give me a call at (Dealership Number) my staff or I would be more than happy to explain this one in a lifetime chance to own a New Lexus.

Again this is (Internet Manager Name) with Lexus of Orlando and the number is (Dealership Number) I look forward to speaking with you later today.

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21-Day IVR Call (Spokesperson)

Hi,

This is (Spokesperson Name) with Lexus of Orlando. You may have seen me on T.V. recently talking about the special programs that Lexus is offering. I wanted to personally give you a quick call and invite you to the dealership this weekend for a special event.

This is a private event that you will need to register for so please give us a call at (Dealership Number) and let us put you on the VIP list for this special private event.

If you would like more information just give us a call that number again is (Dealership Number)

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30-Day Email/Letter

Subject line: Your Price Quote is One Step Away.


I know it has been about 30 days since you requested information on the «Make and Model» and I wanted to just make sure you have all the information you need about not only the vehicle but about Lexus of Orlando.

If I can be of any other service to you please give me a call at (Dealership Phone). If you have already purchased a vehicle congratulations, but if you are still on the market please let me know we are receiving new vehicles every day so even if you didn’t see what you wanted before it could be in our inventory now.

Here are a couple of links to our inventory.

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New Vehicle Inventory Pre-Owned Inventory

Sincerely,



45-Day Email/Letter

Subject line: Do You Know About Lexus Certified?


A new Lexus is not for everyone and sometimes a barely used one can be even better. Are you interested in saving thousand of dollar yet still receive the same warranty as a new Lexus?

Let me introduce you to the Lexus Certified program where you can drive a barely used vehicle at a Pre-owned vehicle price. All our vehicles are hand selected and then put through a rigorous 161-point inspection then reconditioned both mechanically and cosmetically to give you an almost new vehicle at a tremendous savings.

(Click here) and take a look at our Certified vehicles. One might just catch your eye.

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Sincerely,



Internet Leads W/O Phone Number

Same Day Email/Letter

Subject line: Important Missing Information on your Vehicle Pricing Request


Thank you for your recent Internet request on the (Make & Model). We are looking forward to speaking with you soon, but we noticed there are a couple pieces of information that are missing that we will need to provide you a timely and accurate quote. I have highlighted the additional information we need in red.

Name: (Customer Full Name)

Address: (Customer Address)

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Home Phone:

Work Phone:

Cell Phone:

Email: (Customer Email)

Alternative Email:

Vehicle Option Package:

Any additional Needs:

If you have any immediate questions please call our Information hotline at (Dealership Number) and we will be more than happy to assist you.

Sincerely,


Internet Leads W/O Phone Number

1-Day Follow Up Email/Letter

Subject line: Your Price Quote is Only a Few Questions Away

Hi (Customer Name),

You should have the best experience possible when buying your new vehicle from Lexus of Orlando, but we noticed that we did not receive your phone number when you submitted your information on the (Make and Model).

Our customers experience the best buying process in all of Central Florida when they decide to purchase a vehicle from Lexus of Orlando.

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If you prefer you can reach us at (Dealership Phone) that is our direct Internet Department number and we will be able to assist you with expedited service.

If you prefer to work strictly by email we can accommodate that as well, but we have found that our best customer experiences all tend to happen by using a combination of phone and email.

Let me make this a great purchase experience for you. Please give us a call at (Dealership Phone)

Sincerely



Internet Appointment Non-Buyer

Immediate Follow Up

Hi (Customer Name),

THE “GREAT NEWS” CALL!

When Do We Make The Call?As soon as the customer’s tail light cross the curb in front of the store.

Who Do We Make The Call To?

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Everybody that leaves without buying, regardless of the situation. If the customer leaves and we would like to get them back to reconsider the purchase/lease, then we need to make the call every time.

What Phone Numbers Do We Call?We want to leave a message on both the Home and Work voicemail if possible. We do not want to reach the customer in person on this initial call.

What Do We Say On The Message?“Mr. / Ms. _________________, I have GREAT NEWS, please call me as soon as possible, this is _______________, from _____________. My phone number is ___________.”

Nothing more or less should be said on this message. The key to this message is to separate the HOT from the NOT. Never leave what the Great News is on this message. This needs to remain a mystery to the customer to entice them to call.

What Do We Say When The Customer Calls Back?The key here is to identify why the customer left in the first place and build your Great News around it. Example: If the customer was hoping to get more money for their trade, a good response to this callback would be. “After reviewing your trade with my used car manager, he found a buyer interested in your vehicle and would like to see it ASAP. He/She has guaranteed more money for your trade. (How much exactly, I do not know, but he/she guaranteed more money.) What is the soonest you could bring the trade back in, right now or later today? (We always want to provide our Great News and go directly for the appointment. Never provide actual figures in your Great News such as $200 more for the trade, or $20 less on the payment).

What Do We Do If We Only Have A Cell Phone Number?Wait 30 minutes after the customer leaves and expect to reach them on the phone. You will have to present the Great News to them at this time.

What Do We Do If They Do Not Return the GREAT NEWS Call?If they don’t call you back within 1 to 3 hours, utilize the “Calling Back Showroom Traffic Script.”


1-Day Email/Letter

Subject line: Sometimes you just need to think about it.

Hi «Customer»,

I know that often after we discuss such important matters such as purchasing an automobile, we think of questions after the fact that we know we should have or were wanting to ask at the time we were discussing the vehicle, but somehow slipped our mind at the time.

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In order to provide you with a great customer experience, we want you to feel as comfortable with our Internet sales process. If there were any questions you either did not ask or were hesitant to approach, please let us know so we can better serve you.

We will be happy to provide you either by email or on the phone, any specific answers you may have to specific questions. Buying a Lexus should be a simple process of getting your questions answered as quickly and openly as possible.

Please feel free to contact us a call at (Dealership Number) or reply back to us by email at your convenience. We look forward to hearing from you soon.

Thank you,



72 hr Applied Concepts Survey Call


3-Day Email/Letter

Subject line: Sometimes you just need to think about it.

Hi (Customer)

Thank you for stopping by Lexus of Orlando.

For some reason you did not decide in favor of the vehicle you looked at here. I am concerned that we weren't able to satisfy your needs and that we were not able to fully

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convey who we are at Lexus of Orlando.

I am personally convinced that no other dealer has more to offer in the way of products and personal services than we do. I have therefore asked your sales representative, «Name of Sales Pro», to contact you again to review your automotive needs. I hope that you will speak with him so we can determine which vehicle best suits your needs and gives you the most value for your dollar or simply learn how we might have served you better.

We realize that we compete with many other dealerships for your business. So I sincerely want to thank you again for the time you spent here and for the opportunity to show you our fine selection of vehicles. I speak for my entire staff when I say we will do everything possible to make you a satisfied customer of Lexus of Orlando

Sincerely,

Internet Business Director

Lexus of Orlando Telephone Ups

All Incoming Vehicle Sales Script

Sales: (1) Hello, this is ________________________, How can I help you?

Sales: (2) Great, I would be happy to check on that for you? Which television commercial/webpage did you see that on? What was the price of that one?

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Sales: (3) I believe we have other vehicles like that one, in that price range, advertised in other paper as well. I’ll check on the one and all others in that price range.

Sales: (4) It only takes about 15 minutes to do that for you. Are you calling from home or work?

Sales: (5) What’s the number there? And who am I speaking with? Could you spell that please?

Sales: (6) (Optional) Before I check, what was it about the vehicle you really liked? Style? Price? Anything else that is important to you?

Sales: (7) Rather than call you back, my manager just walked by. He will know about these off the top of his head. Could I have you hold for a second?

Sales: (8) Mr. or Mrs. ______________, I got great news. We must have _______ or ________, all in the style, miles, and price range you were looking for.

Sales: (9) What is good time for you to stop in, right now, or later today?

Sales: (10) I have openings in my appointment book for _______ and _____.

Sales: (11) Do you have a pencil handy?

Sales: (12) Ok. As I said, my name is _________ _____________ (spelled _________). When you get to the dealership, just come inside the showroom and ask for me. At that point in time, I will then introduce you to a Product Specialist who will take the time necessary to find the car that best suits your needs.

Sales: (13) Thanks for calling, ________. I’ll see you at ___:___ on (____ day). Ok? Good bye.

Lost / Lost Schedule

30-Day Lost/Lost Email/Letter

Subject line: I hope everything is going well with your vehicle search.

Hello (Customer Name),

It has been a while since we have had contact. I want to make sure that we have done everything possible to earn your business. I was speaking with my manager the other day,

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and he asked that I try to contact you once more to see if there is anything that we can do to accommodate you.

If you have already purchased a vehicle from somewhere else, I want you to know that it was my pleasure to assist you. I hope that you were able to find specifically what you were looking for, and I hope that you will allow me to assist you with your automotive needs in the future.

In fact, if you did purchase a (Make & Model) then know that here at Lexus of Orlando we have the best service department in the area. And, I would be very happy to assist you in any way that I can, as you need your vehicle serviced. Just contact me when you are ready for your first service and I will help to make arrangements and provide for your transportation.Again, if there is anything that I can assist you with at any time, please do not hesitate to contact me directly at (Dealership Phone).

Sincerely,


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6-Month Lost Email/Letter

Subject line: How is your search going?


About 6-months ago, I was working with you to find your next vehicle. I have not heard from you for a very long time now. If you are still in the market for a new vehicle, then I wanted you to know that I still have all your requirements, and I would be happy to continue to assist you in your search.

If you are no longer in the market, I hope that you will remember me when you again begin your search for a new vehicle. It was my pleasure to help you, and I hope that you felt I offered you a superior experience during your search.

If there is ever anything that I can do to assist you in the future, please do not hesitate to contact me directly at (Store Phone).

Sincerely, The Lexus of Orlando Team

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1-Year and 18-Month Lost Email/Letter

Subject line: Please let me know if I can assist you with anything else.


I wanted to drop you a quick line to say hello and see how things are going. I hope all is going well with you. If there is ever anything that I can do to assist you now, or in the future, please do not hesitate to contact me.


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2-Year Lost Email/Letter

Subject line: It’s been awhile since we have seen you.


It has been a couple of years since you were in our store looking for a new vehicle. Since that time, many improvements have been made both to our store and to our vehicles. I wanted to drop you a quick note to tell you that I am still working to earn your business. If there is anything that I can assist you with, I encourage you to contact me directly. I will do everything possible to assist you with your sales or service needs. Our customers here at Lexus of Orlando are the most important part of our business!

Sincerely, (General Manager)

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Lost: Bought Different Brand Schedule

36/48-Month Lost Different Email/Letter

Subject line: Special consideration for loyal customers.

Hi (Customer Name),

It has been some time since we last spoke. I was assisting you with your search for a <wanted vehicle> a few years ago. I know that you decided to go another direction, and I hope that the vehicle that you purchased has served you well.

I wanted to let you know that we have made some significant changes to our vehicles, and there are currently some really exceptional deals available. If you are interested to come in to take a look at what we have to offer now, I am sure that you will be very interested. The updates are truly wonderful!

Even though you did not purchase from us this last time, I have the ability to include you as one of my previous customers. I will be able to offer you some special loyalty discounts this month, as we are pushing to achieve a very high goal.

Please don’t hesitate to contact me with any questions you might have. I look forward to assisting you in any way that I can.

Sincerely,


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42/54-Month Lost Different Brand Email/Letter

Subject line: Quality and Service is what sets Lexus of Orlando apart.

Hello (Customer),

I wanted to take a moment to touch base with you again, and to remind you of the quality and customer service of Lexus. Lexus has been one of the top brands for overall vehicle quality for many years. And, as well, Lexus has achieved numerous customer service awards. Moreover, here at Lexus of Orlando, we are a Lexus Elite award winning dealership. We have more than 130 loaner cars for our customers to use while their own vehicles are being serviced. We even offer Saturday service hours. We are doing everything we can to make our customer’s experience and pleasant and easy as possible.This is why I work here at Lexus of Orlando. They are as dedicated to customer service as I am. And, I am proud to be a part of this award winning dealership.When you are ready, if there is anything that I can assist you with, relative to any of your vehicle questions or needs, please do not hesitate to contact me directly. You can reach me at <store phone>.

Sincerely,


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48/60-Month Lost Different Brand Email/Letter

Subject line: Trying to reach you since your last visit.

Hello (Customer),

I was checking my records and I have tried to reach out to you over the past several months to let you know about some of the opportunities that we have had available recently. But, I have not heard from back from you yet. I am writing just because I want to make sure that my letters are reaching you.

I would very much like to earn your business. As you may know, the new models that Lexus has put out have been widely praised. If you have any interest in purchasing a new vehicle, I would hate for you to miss out on the opportunity to see what Lexus of Orlando has to offer.

We are an award winning dealership, achieving the highest levels of customer satisfaction. We sell a superior product, which has received accolades for both design and service. If there is anything that I can assist you with in regards to your automotive needs, I would be delighted to do so. You can contact me directly at <store phone>.

Sincerely,


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Lost: Upside Down in Trade Schedule

6-Month Upside Down Email/Letter

Subject line: Valuing your trade.


While I am sorry that we were not able to conclude a purchase of a new Lexus for you the last time you were here, I would like to take another look at your vehicle. The market has shifted and it may now be possible for us to offer you a deal that we could not have previously. If you will allow me review your information with you once more on the phone, there may be an opportunity for us to help you into a new vehicle. Now is a good time, as we recently received new shipments, and we have many new Lexus vehicles on the lot, which must be sold.

When you have a moment, please call me at (800) 528-6404, and I will do everything in my power to expedite your entry into a new Lexus. It is a pride of ownership that is unlike any other in automotive experience.


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1-Year Upside Down Email/Letter

Subject line: I think it is time to take another look at your trade?


It has been about 12-months since you were last here. There is a very good chance that the value of your vehicle has stabilized, and is more in line with your payoff. I would like the opportunity to speak with you about the options that we may be able to offer you.

If you are still interested in a new Lexus, I encourage you to contact me and I can go over all the opportunities that are currently available to you. There are many new programs since the last time that we spoke and now is a great time to purchase a new Lexus.

You can reach me at (800) 528-6404. I am committed to getting you the best deal possible on a new Lexus, and making you a proud member of elite Lexus owners.


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18-Months Upside Down Email/Letter

Subject line: Come and see our newest models!


We have some great new models here at Lexus of Orlando. It is the largest inventory of new Lexus in the Central Florida area. I encourage you to come in and see our beautiful and comfortable showroom. You’ve never experienced buying a car like this before.

Lexus of Orlando has been recognized by the Lexus Motor Division 6 years in a row as an Elite Dealer. This is an exceptional award granted to Dealers who excel at sales, service and overall Owner support. We are proud to be a recipient.

Elite of Lexus dealers are chosen based on:

o Customer feedback from surveys rating owner satisfaction, sales and service as extremely exceptional.

o Dealership exceeding rigorous Lexus operational and certification standards.

We received this honor because so many of our current and past customers have acknowledged their satisfaction with our service and attention to detail.

I would like to personally invite you to stop by our Dealership and experience this exceptional service firsthand. Whatever it is that you may be looking for in a vehicle, I am certain that we can offer you our best deal with exceptional customer service.

I look forward to assisting you in any way that we can.


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Subject line: Noting beats a new Lexus


Now is the best time to come in and purchase a new Lexus from Lexus of Orlando. We have all the latest models and we have special pricing on many of the vehicles in our inventory.

It has been a while since we have seen you here and I really want to earn your business. As you may know, Lexus of Orlando is the largest Lexus dealer in Central Florida. And, we are thoroughly committed to servicing our customer’s needs.

If you are still in the market for a new Lexus, I encourage you to come down and allow me to have your trade re-evaluated. I am confident that we will be able to assist you in purchasing a new Lexus of your choice.

You can contact me at (800) 528-6404, or by email at [email protected]. I look forward to hearing from you soon!

Sincerely,


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mailto:[email protected]

Lost: Creditworthiness Schedule

6-Month Creditworthiness Email/Letter

Subject line: Valuing your trade.


While I am sorry that we were not able to conclude a purchase of a new Lexus for you the last time you were here, I wanted to let you know that I am committed to assisting you in your search for a new vehicle. There are always new programs available and often peoples own situations can change. When you are ready, I would like to get an update on your current position and status. If there is anything that I can do to expedite your purchase of a new vehicle, I will make the opportunity to do so.

When you have a moment, please call me at (800) 528-6404, and I will do everything in my power to expedite your entry into a new Lexus. It is a pride of ownership that is unlike any other in automotive experience.


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1-Year Creditworthiness Email/Letter

Subject line: Now is a great time to buy a new Lexus!


It has been about 12-months since you were last here. There is a very good chance that your status has changed. I would like the opportunity to speak with you about the options that we may be able to offer you.

If you are still interested in a new Lexus, I encourage you to contact me and I can go over all the opportunities that are currently available to you. There are many new programs since the last time that we spoke and now is a great time to purchase a new Lexus.

You can reach me at (800) 528-6404. I am committed to getting you the best deal possible on a new Lexus, and making you a proud member of elite Lexus owners.


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18-Months Creditworthiness Letter












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Subject line: Noting beats a new Lexus



It has been a while since we have seen you here and I really want to earn your business. The time that has passed may have significantly affected your current status. I would appreciate the opportunity to re-evaluate your position and assist you with your next vehicle purchase.

If you are still in the market for a new Lexus, I encourage you to contact me and update me on your current situation. I am confident that we should be able to assist you in purchasing a new Lexus of your choice.


Sincerely,


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30-Month Creditworthiness Letter

Subject line: Life is better in a Lexus


Life is full of changes. And, with the ups and downs of life and time, change can often be a very beneficial thing.

It has been some time since we last spoke. I hope that you are doing very well. It is extremely likely that your situation may have changed. That, in conjunction with our current specials, may make it significantly easier for you to get into a new Lexus than you thought was possible.

I would greatly appreciate the opportunity to discuss with you the options that may currently be available to you at this time. I encourage you to contact me at (800) 528-6404, or by email at [email protected], and I will do everything in my power to assist you in purchasing a new Lexus.

I look forward to hearing from you soon!

Sincerely,


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36-Month Creditworthiness Email/Letter

Subject line: All things pass. But, a Lexus is timeless.


Things change but our Passionate Pursuit remains strong. It has been a great while since you have been to our store and seen our models. Now is the best time to come in and discuss your options for purchasing a new Lexus from Lexus of Orlando. We have all the latest models and we have special pricing on many of the vehicles in our inventory.

It has been a while since we have seen you here and I really want to earn your business. The time that has passed may have significantly affected your current status. I would appreciate the opportunity to re-evaluate your position and assist you with your next vehicle purchase.

If you are still in the market for a new Lexus, I encourage you to contact me and update me on your current situation. I am confident that we should be able to assist you in purchasing a new Lexus of your choice.


Sincerely,


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Lost: Bought Same Brand Different Dealer Schedule

15-Day Lost Email/Letter

Subject line: Information about your new Lexus.


While I am sorry that you were not able to purchase your new Lexus from us, I must tell you that I am very happy that you purchased a Lexus. Noting can touch it when it comes to overall quality. I am certain that you will be thrilled with it. Enjoy the driving experience that only Lexus can offer.

If you will allow me, I wanted to take a moment to introduce you to our Service department. We are an award winning dealership, with a state of the art Service Department. We have more than 130 loaner cars available to take care of our customers when they have their car in for service.

Your new Lexus will have its first service coming up very soon. Please consider using our first class service department for your complimentary 1k and 5k services. I hope that you will allow us to care for your car with our expert staff and attention to detail. In fact, if you call me when you are ready, I will help you setup your first visit! I would also like to introduce you to our Director of Part & Service when you are here so that he can help facilitate your visits. It is something that we like to offer our customers.

I hope you will contact me to make your first service appointment or if I can ever be of any service.


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Subject line: How are you enjoying your new vehicle?


It has been about 6-months since you purchased your new Lexus. I hope that you have been enjoying the benefits of being a Lexus owner. We know that you will find that it is one of the best driving machines in the world!

Lexus of Orlando is committed to servicing your new Lexus. With a state-of-the-art service department and certified master technicians, no one is more qualified to service your new Lexus than Lexus of Orlando.

As well, with over 130 loaner cars for our service customers, you don’t have to worry about being without transportation while your Lexus receives the loving care that it needs.

Contact us here at Lexus of Orlando when it is time for your next service. We will make sure that you are you new Lexus are completely pampered.


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Subject line: Lexus of Orlando’s state of the art facility.


This is just a short note to tell you about the service and convenience of Lexus of Orlando’s state-or-the-art facility.

No one beats Lexus of Orlando for convenience. We have 130 loaner cars for our service customers so they are never without a way around town. Our fully air-conditioned, service department makes for happy employees are even happier to give their full attention to your car. And with 86 service bays, we are able to service your car with lightning precision.

There is a full café, a quiet lounge and wireless internet available on sight, so that you are completely comfortable and never out of touch. There is a playroom for children too, so your kids can be entertained as well! Remember, you get a free car wash with every visit. We are even open on Saturday’s.

Come to Lexus of Orlando, where service and convenience is our main goal. You can make an appointment by calling (800) 481-8709, or by contacting us online at www.LexusofOrlando.com. Click “Service“and “Reservations” to make your own appointment.


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http://www.LexusofOrlando.com/



Subject line: Noting beats a Lexus


About 1-year ago you purchased your new Lexus. I expect that it has been a great source of driving pleasure for you.

I just wanted to take a moment to say that we appreciate the opportunity that you gave us to assist you with the purchase of your new Lexus. If there is anything that we can assist you with in the future whether it be sales or service, please do not hesitate to contact me directly.

And, when you have a chance, please come and check out all the changes that we have made here at the store. I think you will find that we are doing everything in our power to make sure that the experience here at Lexus of Orlando is superior to that of any other dealership.

I look forward to hearing from you.

Sincerely, (General Manager Name)General Manager

56



Subject line: Remember to service your vehicle.


You know, it is important to keep you Lexus in tip-top condition. Here at Lexus of Orlando, we are dedicated to servicing our customer’s needs, as well as their vehicles.

We want to help keep your Lexus as good as new. So we offer the convenience of a quiet lounge and free wireless throughout the customer lounge area. We have a café so you can sit and relax while you wait on your vehicle.

But, you won’t have to wait long. With 86 service bays, your car will be ready before you know it. Or, if you prefer not to wait, we have more than 130 loaner cars for our customer so that they can easily get around town while we service their vehicles.

We even have Saturday service, and we will wash your car with every service visit. Here at Lexus of Orlando, we are dedicated to your satisfaction.



57




Subject line: The convenience of service at Lexus of Orlando.

(Customer Name),

It is probably just about time for your next service on your Lexus. No one beats Lexus of Orlando for convenience. We have 130 loaner cars for our service customers so they are never without a way around town. Our fully air-conditioned, service department makes for happy employees are even happier to give their full attention to your car. And with 86 service bays, we are able to service your car with lightning precision.

There is a full café, a quiet lounge and wireless available on sight, so that you are completely comfortable and never out of touch. There is a playroom for children too, so that your kids can be entertained as well! Remember, you get a free car wash with every visit. We are even open on Saturday’s.



58




Subject line: Noting beats a Lexus


It is the second anniversary of the purchase of your Lexus. I am sure that by now you are a very proud owner.

I just wanted to take a moment to say that we appreciate the opportunity to assist you in any way that we can with your Lexus. If there is anything that my staff can do for you in the future, whether it be sales or service, please do not hesitate to contact me directly.

And, remember, nobody offers more convenience better service than Lexus of Orlando. Stop by and see us when you have a chance. I think you will find that we offer an exceptional customer experience here that is superior to that of any other dealership.

I look forward to hearing from you.

Sincerely, (General Manager)General Manager

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Come to Lexus of Orlando, where service and convenience is our main goal. You can make an appointment by calling (800) 481-8709, or by contacting us online at www.LexusofOrlando.com. Click “Service“ and “Reservations” to make your own appointment.


60





(Customer Name),


There is a full café, a quiet lounge and wireless available on sight, so that you are completely comfortable and never out of touch. There is a playroom for children too, so your kids can be entertained as well! Remember, you get a free car wash with every visit. We are even open on Saturday’s.



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o Dealership exceeding rigorous Lexus operational and certification standards.o




Sincerely, (Internet Business Director)

62



Subject line: Now is the best time to buy or lease a new Lexus!



Lexus of Orlando is the largest Lexus dealer in Central Florida. And, we are an Elite of Lexus award winner, defining our commitment to customer service and satisfaction in both sales and service.

If you are currently in the market for a new Lexus, I encourage you to come down and see our multi-million dollar facility. Take a look through our huge service department, with over 80 bays. Relax in our customer area where you can have a drink at our café. Or, enjoy some piece in our quite lounge while you stay connected to you business effortlessly though our free wireless connection. Even your kids can enjoy themselves in our children’s play area.

This is a buying experience like no other! I encourage you to contact us at (800) 528-6404, or email us at [email protected] for the best deal on a new or used Lexus of your choice. We are here for you.

Sincerely,


63












64




Subject line: Lexus of Orlando is a top 10 dealer.

(Customer Name),

Did you know that Lexus of Orlando is in the top 10% of Lexus dealers in the United States. We sell more new Lexus vehicles because price is never an issue. Here at Lexus of Orlando you will always find the largest selection of Lexus vehicles for immediate delivery. We are the largest luxury dealer in all of Central Florida.

Come in and visit our showroom. Stop for a drink at our café. Visit our giant service department and see why our service is the best in the area. Come to Lexus of Orlando, where service and convenience is our main goal.

Our dealership is located with easy access from virtually anywhere in Central Florida. If you would like to enhance your experience, please call us and make a sales appointment. We can have the car of your interest ready and waiting for a test drive. Contact us directly at (800) 528-6404, or email us at [email protected]. We are ready to pamper you!


65















66









Sincerely,


67





(Customer Name),


There is a full café, a quiet lounge and wireless available on sight, so that you are completely comfortable and never out of touch. There is a playroom for children too, so your kids can be entertained as well! Remember, you get a free car wash with every visit. We are even open on Saturday’s.



68







Lexus of Orlando has won the Elite of Lexus award. This is a special award given to Dealers who excel at sales, service and overall Owner support. We are proud to be a recipient.








69



Subject line: Lexus of Orlando is a top 10 dealer.

(Customer Name),

Did you know that Lexus of Orlando is in the top 10% of Lexus dealers in the United States. We sell more new Lexus vehicles because price is never an issue. Here at Lexus of Orlando you will always find the largest selection of Lexus vehicles for immediate delivery. We are the largest luxury dealer in all of Central Florida.

Come in and visit our showroom. Stop for a drink at our café. Visit our giant service department and see why our service is the best in the area. Come to Lexus of Orlando, where service and convenience is our main goal.

Our dealership is located with easy access from virtually anywhere in Central Florida. If you would like to enhance your experience, please call us and make a sales appointment. We can have the car of your interest ready and waiting for a test drive. Contact us directly at (800) 528-6404, or email us at [email protected]. We are ready to pamper you!


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Sincerely,


71


Sold Lease Schedule

New Car Purchase Same Day Email/Letter

Subject line: Welcome to the Lexus of Orlando Ownership Circle

Dear (Customer Name),

Congratulations on the purchase of your new vehicle! On behalf of Lexus of Orlando, please accept my thanks for your business. I trust that you found the experience of purchasing your vehicle at Lexus of Orlando far superior to traditional car buying.

Our interest in your satisfaction is just beginning. It is my sincere desire that you are completely satisfied with your vehicle and the service you receive from our store.

It is our hope that we can make the ownership of your new vehicle an enjoyable and rewarding experience. I will be contacting you from time to time to ensure that all is going well. Should you have any questions relating to your vehicle, please call me or stop by any time. I look forward to speaking with you again.

Thank you again and welcome to the Lexus of Orlando family.

Sincerely,


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Sold Lease Schedule

5-Day Sold Survey (Applied Concepts)

Hello, this is __________________-, calling on behalf of Lexus of Orlando. How are you this evening? Great! Based on your acquisition (lease or purchase) from Lexus of Orlando, I have a few questions regarding your recent experience, would you help me please? Thank You.

1. Would you rate the attentiveness, courtesy and overall professionalism of the entire sales staff that sold or leased you your vehicle as TRULY OUTSTANDING? (Y/N/U…comment field)

2. In regards to financing arrangements, would you rate the overall treatment during the financial arrangements, including explanation of the paperwork as TRULY OUTSTANDING? (Y/N/U) (IF NO, comment field)

3. When you took delivery of your new Lexus, did a representative from the dealership review the operational features to your satisfaction? (Y/N/U) (If No…comment field)

4. And was your new Lexus 100% clean? (Y/N/U) (If No…comment field)

5. Since your acquisition, have you had any concerns with your vehicle? (Y/N/U) (If Yes…comment field AND ask if those have been resolved. Comments)

6. Would you return to Lexus of Orlando as a place to purchase or lease your next vehicle? (Y/N/U)

7. Would you recommend Lexus of Orlando as a place to purchase or lease a vehicle? (Y/N/U) (IF N OR U…COMMENT FIELD…IF THEY WON’T EXPLAIN, STILL PUT IN COMMENT FIELD.)

8. Have you been introduced to our Owners Circle where you can make your service appointment online? (Y/N/U) NO…May I get your Email address to forward your information to Owners Circle? YES…May I verify your address? (note address in comment field)

9. ONLY POSITIVE SURVEY…In the future, you may be surveyed directly by Lexus. This is Lexus of Orlando’s report card. The survey comes in a pass/fail format, TRULY OUTSTANDING being pass, any other mark being a fail. Based on your overall experience, would you rate Lexus of Orlando as TRULY OUTSTANDING in regards to your new vehicle purchase? (If No…explanation in comment field)

Comments

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5-Day Email/Letter

Subject line: Thank You and Welcome to the Lexus of Orlando Family

Hi (Customer Name),

I just wanted to personally send you a quick note to thank you for choosing Lexus of Orlando. You had many choices when it came to buying a vehicle and we are happy that you chose us and proud that you are now part of our family.

Also I wanted to let you know that my door is always open for you. My goal is the make your ownership experience with Lexus of Orlando the best. If you have any questions or concerns please contact me at the dealership at (Dealership Phone) or you can reach me directly at (Phone Number Direct).

Sincerely,


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15-Day Customer Satisfaction Email/Letter

Subject line: Your Complete Satisfaction is what drives us at Lexus of Orlando


It's been a few days since you've taken delivery of your (Vehicle Year) (Make and Model); I hope you've had some time to enjoy it! We just want to make sure that you have everything you need and all of your questions have been answered.

Our #1 goal is to make sure that you have an excellent experience and are Completely Satisfied in every aspect of your purchase.

In a few days you will be receiving the survey that we talked about when you took delivery of your vehicle. Please take a moment to complete it and send it in, our dealerships success is tied to your total satisfaction.

I hope that you still find that you can mark the entire survey Completely Satisfied. If for any reason you cannot answer all questions Completely Satisfied, please give me a call at (Dealership Phone) to allow me the opportunity to earn that score with you.

I appreciated the opportunity to assist you with your purchase and look forward to being here for you in the coming years.


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30-Day Referral Email/Letter

Subject line: Do you know what makes Lexus of Orlando so special? People just like you.


I trust you have been pleased with the performance of your (Vehicle Year) (Make and Model). I also hope we at Lexus of Orlando have accomplished our goal of meeting or exceeding your expectations.

If you or anyone you know is thinking about purchasing or leasing a new or pre-owned vehicle, please keep us in mind. I promise we will always do our best to meet their needs.

Please feel free to contact me if I can ever be of service.


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30-Day Sales Person Call

Hi (Customer Name),

I just wanted to give you a quick call and thank you again for your recent purchase.

By now I hope you feel that your purchase from Lexus of Orlando was the best investment you could make for your driving needs.

If I can be of any assistance please give me a call at (Number)

Thanks again for purchasing from Lexus of Orlando.

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Sold Lease Schedule


Subject line: How has driving that new Lexus improved your life?


Hello again. It’s been a couple of months since you took delivery of your (Make and Model) and I just wanted you to know how much we enjoyed working with you.

If there is anything I can do to assist you or any of your friends, family or co-workers who may be looking for a vehicle, please let me know.

There is no better advertising for me than a satisfied customer and I will do all I can to make your ownership experience the best it can be.


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Sold Lease Schedule

90-Day Service Reminder Email/Letter

Subject line: Your Lexus called and wants an oil change.

Hi (Customer Name),

It has been about 90 days since you took delivery of your new Lexus. We hope your ownership experience so far has exceeded your expectations. We are contacting you today to set up your first service appointment.

At Lexus of Orlando we want to make this as convenient as possible. You can call (Number) and one of our Customer Care specialists will assist you or you can easily book your service appointment online at www.lexusoforlando.com.

If you have any additional questions about your maintenance schedule for the (Make & Model) please contact us at (Number).

Sincerely,


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6-Month Service Reminder Email/Letter

Subject line: Your Lexus keeps calling us for help.

Hi (Customer Name),

It has been about six months since you took delivery of your new Lexus. We hope your ownership experience so far has exceeded your expectations. We are contacting you today to set up your first service appointment.



Sincerely,


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Subject line: Your Lexus keeps calling us to give it some fresh oil and rotate the tires.

Hi (Customer Name),

It has been about nice months since you took delivery of your new Lexus. We hope your ownership experience so far has exceeded your expectations. We are contacting you today to set up your first service appointment. We want to make your ownership experience the best ever as you drive around in our Lexus and that includes making sure your vehicle is operating perfectly.

At Lexus of Orlando we want to make this as convenient and hassle free as possible. You can call (Number) and one of our Customer Care specialists will assist you or you can easily book your service appointment online at www.lexusoforlando.com.


Sincerely,


81

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1-Year Vehicle Anniversary Email/Letter

Subject line: Lexus of Orlando wanted to wish your (Make & Model) a very Happy Birthday

Hi (Customer Name),

Wow! It is hard to believe it has been a year since you took delivery of your (Make and Model). We have read surveys that say many customers cannot even remember where they bought their last vehicle.

It is our hope that we take such good care of you and your car that you will not only remember us but will want to come back to see us again and again. If we can be of any additional assistance with any of your automotive needs please don’t hesitate to give us a call or come see us any time. Whether for accessories, service or just to have a cup of coffee and look at the new models we’d love to see you.


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18-Month Referral Email/Letter







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6-Months to Lease Term Email/Letter

Subject line: Are you Prepared for the Big Date?

Hi (Customer Name),

You have a big date coming up and an important decision to make. The lease on your (Make & Model) will soon expire, and you will want to start thinking about how to proceed. My team has been appointed to be your Personal Lease Concierge, and our job is to make your decision a lot easier. We know we can help!

There are several choices available to you at this time:

1. Lease a new vehicle for a very affordable monthly payment.2. Re-lease your current vehicle at a lower monthly payment than your current payment and minimal out of pocket expenses.3. Purchase your current vehicle and finance with Lexus of Orlando.

Together we will find an option that is best for your driving needs. In just a few minutes we can give you a complete itemized printout of terms and financial data as they pertain to your (Make & Model) you will be pleasantly surprised.

Please feel free to call us at (Store Phone) at your earliest convenience. Whatever your decision, we will make it as easy as possible. As we say, the choice is yours!

Sincerely,


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4-Months to Lease Term Email/Letter

Subject line: It is never too early to start shopping.

Hi (Customer Name),

In about four months the lease on your (Make& Model) will expire, and although it may be too soon to return your vehicle, you can start thinking about what vehicle you want to drive next.

Over the coming months we'll be contacting you in order to help guide you through the end of your lease. We will also explain your options and help you make the right decision about your (Make & Model). If you have any immediate questions regarding your lease, please feel free to call me at (Dealership Phone).

Until then, we hope you've enjoyed your experience with Lexus of Orlando and that you'll continue to do so for a long time to come.

Sincerely,


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75-Days to Lease Term Email/Letter

Subject line: Do you know what time it is? It is time to get that “New Car” smell back in your life.

Hi (Customer Name),

In a little over two months the lease on your (Make & model) will expire. Now is the best time to start thinking about which new Lexus you would like to drive.

Within the next couple of weeks you will receive a call from one of our Lease Specialists and they will explain all of your options and assist you in making the right decision about your (Make & Model).

At that time they will also have the pleasure of introducing you to your Product Specialist. The Product Specialist will be the person to make sure that, whichever new Lexus you decide on, your purchase experience will be out of this world.

If you have any immediate questions regarding your lease, please feel free to call me at (Dealership number) and we will be happy to assist you.

Until then, we hope you have enjoyed your experience with Lexus of Orlando and we look forward to a long and continued relationship.

Sincerely,


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60-Day to Lease Term

Hi (Customer Name),

This is (Lease Specialist Name) with Lexus of Orlando. Did I reach you at a good time? Great. I wanted to confirm a little information about your current vehicle.

Cover: Year, Make, Model, Color How many miles does the vehicle currently have on it? Did you service the vehicle during the lease with Lexus of Orlando? If not did they follow the suggested manufacturers guidelines? Will you be replacing this vehicle with another? Have your vehicles needs changed? (SUV to Car) (Sports Car to 4 door) Etc

What day would be best for you to bring the vehicle in to the dealership for your complimentary inspection? Later today or tomorrow?

Would 4:15PM or 7:45PM be best for you?

Confirm appointment with customer and make sure they have a pen and paper to write it down.

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45-Days to Lease Term Email/Letter

Subject line: Do you know what time it is? It is Time to get that “New Car” smell back in your life.

Hi (Customer Name),

In a little over two months the lease on your (Make & model) will expire. Now is the best time to start thinking about which new Lexus you would like to drive.

Within the next couple of weeks you will receive a call from one of our Lease Specialist and they will explain all of your options and assist you in making the right decision about your (Make & Model).

At that time he will also have the pleasure of introducing you to your Product Specialist. He will be the person to make sure that whichever new Lexus you decide your purchase experience will be out of this world.

If you have any immediate questions regarding your lease, please feel free to call me at (Dealership number) and we will be happy to assist you.


Sincerely,

88

Sold Lease Schedule


Hi (Customer Name),

This is (Lease Specialist Name) with Lexus of Orlando. Did I reach you at a good time? Great I wanted to confirm a little information about your current vehicle.

Cover Year, Make, Model, Color How many miles does the vehicle currently have on it? Did you service the vehicle during the lease with Lexus of Orlando? If not did they follow the suggested manufacturers guidelines? Will you be replacing this vehicle with another? Have your vehicles needs changed? (SUV to Car) (Sports Car to 4 door) Etc

What day would be best for you to bring the vehicle in to the dealership for your complimentary inspection later today tomorrow?


Confirm appointment with customer and make sure they have a pen and paper to write it down

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Sold Lease Schedule


Hi (Customer Name),

This is (Lease Specialist Name) with Lexus of Orlando. Did I reach you at a good time? Great I wanted to confirm a little information about your current vehicle.


What day would be best for you to bring the vehicle in to the dealership for your complimentary inspection later today tomorrow?



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Sold Lease Schedule

Lease Term Date Email/Letter

Subject line: The Day has Finally Come to Drop Off Your Lexus

Hi (Customer Name),

Today is the day that all Lexus owner love and hate. They hate it because they have to turn in their luxury vehicle that they have grown so accustomed to driving. On the other side most Lexus owners love the end of their lease for one and only one reason. They get to go to Lexus of Orlando and pick out their new Lexus.

If you haven’t already set a time to come into the dealership please call our Lease Specialist team at (Dealership Phone) and we will walk you through all the necessary steps to turn in your old Lexus and put you behind the wheel of a brand new one?

We are here seven days per week serving our most valuable customers with their needs. If you don’t have time to come into the dealership we can even bring a new vehicle to you. At Lexus of Orlando no reasonable request will be refused.

Sincerely,


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Sold Finance Schedule

New Car Purchase Same Day Email/Letter

Subject line: Welcome to the Lexus of Orlando Ownership Circle

Dear (Customer Name),

Congratulations on the purchase of your new vehicle! On behalf of Lexus of Orlando, please accept our thanks for your business. I trust that you found the experience of purchasing your vehicle at Lexus of Orlando far superior to traditional car buying.

Our interest in your satisfaction is just beginning. It is my sincere desire that you are completely satisfied with your vehicle and the service you receive from our store.

It is our hope that we can make the ownership of your new vehicle an enjoyable and rewarding experience. I will be contacting you from time to time to ensure that all is going well. Should you have any questions relating to your vehicle, please call me or stop by any time. I look forward to speaking with you again.

Thank you again and welcome to the Lexus of Orlando family.

Sincerely,


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5-Day Sold Survey (Applied Concepts)

Hello, this is __________________-, calling on behalf of Lexus of Orlando. How are you this evening? Great! Based on your acquisition (lease or purchase) from Lexus of Orlando, I have a few questions regarding your recent experience, would you help me please? Thank You.

10. Would you rate the attentiveness, courtesy and overall professionalism of the entire sales staff that sold or leased you your vehicle as TRULY OUTSTANDING? (Y/N/U…comment field)

11. In regards to financing arrangements, would you rate the overall treatment during the financial arrangements, including explanation of the paperwork as TRULY OUTSTANDING? (Y/N/U) (IF NO, comment field)

12. When you took delivery of your new Lexus, did a representative from the dealership review the operational features to your satisfaction? (Y/N/U) (If No…comment field)

13. And was your new Lexus 100% clean? (Y/N/U) (If No…comment field)

14. Since your acquisition, have you had any concerns with your vehicle? (Y/N/U) (If Yes…comment field AND ask if those have been resolved. Comments)

15. Would you return to Lexus of Orlando as a place to purchase or lease your next vehicle? (Y/N/U)

16. Would you recommend Lexus of Orlando as a place to purchase or lease a vehicle? (Y/N/U) (IF N OR U…COMMENT FIELD…IF THEY WON’T EXPLAIN, STILL PUT IN COMMENT FIELD.)

17. Have you been introduced to our Owners Circle where you can make your service appointment online? (Y/N/U) NO…May I get your Email address to forward your information to Owners Circle? YES…May I verify your address? (note address in comment field)

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18. ONLY POSITIVE SURVEY…In the future, you may be surveyed directly by Lexus. This is Lexus of Orlando’s report card. The survey comes in a pass/fail format, TRULY OUTSTANDING being pass, any other mark being a fail. Based on your overall experience, would you rate Lexus of Orlando as TRULY OUTSTANDING in regards to your new vehicle purchase? (If No…explanation in comment field)

Comments


5-Day Email/Letter

Subject line: Thank You and Welcome to the Lexus of Orlando Family

Hi (Customer Name),

I just wanted to personally send you a quick note to thank you for choosing Lexus of Orlando. You had many choices when it came to buying a vehicle and we are happy that you chose us and proud that you are now part of our family.

Also I wanted to let you know that my door is always open for you. My goal is the make your ownership experience with Lexus of Orlando the best. If you have any questions or concerns please contact me at the dealership at (Dealership Phone) or you can reach me directly at (Phone Number Direct).

Sincerely,


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15-Day Customer Satisfaction Email/Letter

Subject line: Your Complete Satisfaction is what drives us at Lexus of Orlando


It's been a few days since you've taken delivery of your (Vehicle Year) (Make and Model); I hope you've had some time to enjoy it! We just want to make sure that you have everything you need and all of your questions have been answered.

Our #1 goal is to make sure that you have an excellent experience and are Completely Satisfied in every aspect of your purchase.

In a few days you will be receiving the survey that we talked about when you took delivery of your vehicle. Please take a moment to complete it and send it in, our dealerships success is tied to your total satisfaction.

I hope that you still find that you can mark the entire survey Completely Satisfied. If for any reason you cannot answer all questions Completely Satisfied, please give me a call at (Dealership Phone) to allow me the opportunity to earn that score with you.

I appreciated the opportunity to assist you with your purchase and look forward to being here for you in the coming years.


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30-Day Sales Person Call

Hi (Customer Name),

I just wanted to give you a quick call and thank you again for your recent purchase.

By now I hope you feel that your purchase from Lexus of Orlando was the best investment you could make for your driving needs.

If I can be of any assistance please give me a call at (Number)

Thanks again for purchasing from Lexus of Orlando.

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Subject line: How has driving that new Lexus improved your life?


Hello again. It’s been a couple of months since you took delivery of your (Make and Model) and I just wanted you to know how much we enjoyed working with you.

If there is anything I can do to assist you or any of your friends, family or co-workers who may be looking for a vehicle, please let me know.

There is no better advertising for me than a satisfied customer and I will do all I can to make your ownership experience the best it can be.


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90-Day Service Reminder Email/Letter

Subject line: Your Lexus called and wants an oil change.

Hi (Customer Name),

It has been about 90 days since you took delivery of your new Lexus. We hope your ownership experience so far has exceeded your expectations. We are contacting you today to set up your first service appointment.



Sincerely,


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Subject line: Your Lexus keeps calling us for help.

Hi (Customer Name),

It has been about six months since you took delivery of your new Lexus. We hope your ownership experience so far has exceeded your expectations. We are contacting you today to set up your first service appointment.



Sincerely,


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Subject line: Your Lexus keeps calling us to give it some fresh oil and rotate the tires.

Hi (Customer Name),

It has been about nice months since you took delivery of your new Lexus. We hope your ownership experience so far has exceeded your expectations. We are contacting you today to set up your first service appointment. We want to make your ownership experience the best ever as you drive around in our Lexus and that includes making sure your vehicle is operating perfectly.

At Lexus of Orlando we want to make this as convenient and hassle free as possible. You can call (Number) and one of our Customer Care specialists will assist you or you can easily book your service appointment online at www.lexusoforlando.com.


Sincerely,


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1-Year Vehicle Anniversary

Subject line: Lexus of Orlando wanted to wish your (Make & Model) a very Happy Birthday

Hi (Customer Name),

Wow! It is hard to believe it has been a year since you took delivery of your (Make and Model). We have read surveys that say many customers cannot even remember where they bought their last vehicle.

It is our hope that we take such good care of you and your car that you will not only remember us but will want to come back to see us again and again. If we can be of any additional assistance with any of your automotive needs please don’t hesitate to give us a call or come see us any time. Whether for accessories, service or just to have a cup of coffee and look at the new models we’d love to see you.


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18-Month Referral Email/Letter







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6-Months to Loan Maturity

Subject line: Are you Prepared for the Big Date?

Hi (Customer Name),

You have a big date coming up and an important decision to make. Do you want to continue to drive your currently Lexus or trade it in for a shiny new one? My team has been appointed to be your Personal Concierge, and our job is to make your decision a lot easier. We know we can help!

There are several choices available to you at this time:

1. Continue to drive your existing vehicle2. Replace your vehicle with a new Lexus with complete bumper to bumper warranty 3. Used your existing vehicle as a trade in on a New Lexus Lease.

Together we will find an option that is best for your driving needs. In just a few minutes we can give you a complete itemized printout of terms and financial data as they pertain to your (Make & Model) you will be pleasantly surprised.

Please feel free to call us at (Store Phone) at your earliest convenience. Whatever your decision, we will make it as easy as possible. As we say, the choice is yours!

Sincerely,


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4-Months to Loan Maturity

Subject line: It is never to early to start shopping.

Hi (Customer Name),

In about four months you will have accomplished a great thing by paying off your Lexus. The question is how would you feel if you could drive a new vehicle at the payment you are currently paying?

At Lexus of Orlando we offer creative ideas to help our clients meet there budget needs. If you want to know what your options might be please pick up the phone and give us a call at (Dealership Number). We are currently offering Top Trade in dollar for (Make & Models) and would enjoy speaking with you about it.

Until then, we hope you've enjoyed your experience with Lexus of Orlando and that you'll continue to do so for a long time to come.

Sincerely,


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75-Days to Loan Maturity

Subject line: Do you know what time it is? It is time to get that “New Car” smell back in your life.

Hi (Customer Name),

In a little over two months your loan on your (Make & model) will paid in full. Now is the best time to start thinking about which new Lexus you would like to drive.

Within the next couple of weeks you will receive a call from one of our Product Specialists and they will explain all of your options and assist you in making the right decision about your (Make & Model).

If you have any immediate questions regarding your loan, please feel free to call me at (Dealership number) and we will be happy to assist you.


Sincerely,


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60-Day to Loan Maturity

Hi (Customer Name),

This is (BDC Specialist Name) with Lexus of Orlando. Did I reach you at a good time? Great. I wanted to confirm a little information about your current vehicle.

Cover: Year, Make, Model, Color How many miles does the vehicle currently have on it? Did you service the vehicle during ownership with Lexus of Orlando? If not did they follow the suggested manufacturers guidelines? Will you be replacing this vehicle with another? Have your vehicles needs changed? (SUV to Car) (Sports Car to 4 door) Etc

What day would be best for you to bring the vehicle in to the dealership for your complimentary appraisal? Later today or tomorrow?



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45-Days to Loan Maturity

Subject line: Do you know what time it is? It is Time to get that “New Car” smell back in your life.

Hi (Customer Name),

In a little over two months the loan on your (Make & model) will be paid in full. Now is the best time to start thinking about which new Lexus you would like to drive.

If you are thinking about replacing your Lexus with a new one now is a great time. We are offering Full Kelly Blue Book for all well maintained trade ins. This means your vehicle could be worth thousand more than other dealerships would be willing to pay.

Lexus of Orlando can extend this special incentive because of our Certified Pre-owned program that allows us to pay a little extra for just the right vehicles

If you have any immediate questions regarding your loan or are interested is seeing what your vehicle is worth, please feel free to call me at (Dealership number) and we will be happy to assist you.


Sincerely,

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Hi (Customer Name),

This is (BDC Specialist Name) with Lexus of Orlando. Did I reach you at a good time? Great I wanted to confirm a little information about your current vehicle.


What day would be best for you to bring the vehicle in to the dealership for your complimentary appraisal later today tomorrow?


Confirm appointment with customer and make sure they have a pen and paper to write it down

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Hi (Customer Name),

This is (BDC Specialist Name) with Lexus of Orlando. Did I reach you at a good time? Great I wanted to confirm a little information about your current vehicle.


What day would be best for you to bring the vehicle in to the dealership for your complimentary appraisal later today tomorrow?



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Loan Maturity Date

Subject line: The Day has Finally Come to Drop Off Your Lexus

Hi (Customer Name),

Today is the day that all Lexus owner love and hate. They hate it because they have to turn in their luxury vehicle that they have grown so accustomed to driving. On the other side most Lexus owners love the end of their lease for one and only one reason. They get to go to Lexus of Orlando and pick out their new Lexus.

If you haven’t already set a time to come into the dealership please call our Lease Specialist team at (Dealership Phone) and we will walk you through all the necessary steps to turn in your old Lexus and put you behind the wheel of a brand new one?

We are here seven days per week serving our most valuable customers with their needs. If you don’t have time to come into the dealership we can even bring a new vehicle to you. At Lexus of Orlando no reasonable request will be refused.

Sincerely,


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Sold Cash Schedule

12-Months Pull Out Program

Subject line: Can you believe you have been driving your Lexus for a year?

Hi (Customer Name),

We wanted to let you know that the all New Lexus vehicles are arriving now and that it might be a good time for you to get that new car smell back in your life again.

Since you vehicle is only one year old we are prepared to offer you top trade in value making your transition to a brand new one (with that awesome smell) easy.

We would like to set up an appointment to discuss your vehicle options. During your visit we will give you a Top Trade in value for your (Make & Model) using Kelly Blue Book and since you are a loyal customer of Lexus of Orlando we will extend to you our Insiders Pricing for any new vehicle in stock.

If you are interested please give us a call at (Dealership Phone) and we will set up your no obligation appointment.

Sincerely,


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Sold Cash Schedule


Subject line: Time fly when you own a Lexus.

Hi (Customer Name),

We need your (Make & Model) and we are willing to pay Top Dollar for it. As Lexus of Orlando has grown we have increasing had a difficult time stocking enough Certified Pre-Owned vehicles so we decided to send out a quick note to see if you would be interested in selling us yours.

Don’t worry we have over 600 vehicles in stock to chose from for your replacement. Just think about reliving those first few days of owning a new Lexus where you used to park it half a mile away from any other vehicle just so no one put a scratch on it.

If you are interested let’s talk. You can reach us at (Dealership Phone) and we will set up an appointment for you to bring the vehicle in or you can just call us if the vehicle is here for service and we will put a value on it then for you.

Sincerely,


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Sold Cash Schedule


Subject line: It has been two years since you drove off in you’re (Make & Model) and we want it back.

Hi (Customer Name),

Today is your lucky vehicle day because we are prepared to offer you Top Trade in on your (Make & Model). We have been searching our records for a vehicle just like yours for a very important customer who is looking for a pre-owned vehicle for one of there family members.

If you are interested please give me a call today at (Dealership Phone) and I can come to your home or work and give you the appraisal value your you can stop by the dealership at anytime and ask for one of the team members.

Sincerely,


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