United States Patent [19J
`Brockman et al.
`
`[54] PORTABLE SALES PRESENTATION
`SYSTEM WITH SELECTIVE SCRIPTED
`SELLER PROMPTS
`
`[75]
`
`Inventors: Robert T. Brockman, Houston, Tex.;
`Donald D. Jones, Smiths, Bermuda
`
`[73] Assignee: Rosefaire Development, Ltd.,
`Hamilton, Bermuda
`
`[21] Appl. No.: 08/929,929
`
`[22] Filed:
`
`Sep. 15, 1997
`
`Related U.S. Application Data
`
`[ 63] Continuation-in-part of application No. 08/587,276, Jan. 18,
`1996, Pat. No. 5,826,240.
`Int. Cl? ..................................................... GOlR 13/00
`[51]
`[52] U.S. Cl. .................................. 705/37; 705/26; 705/39
`[58] Field of Search .................................... 705/37, 7, 26,
`705/39
`
`[56]
`
`References Cited
`
`U.S. PATENT DOCUMENTS
`
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`4,530,067
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`5,664,115
`
`11/1983 Sandstedt .................................. 186/39
`7/1985 Dorr ... ... ... ... ... .... ... ... ... ... ... .... .. 364/900
`2/1986 Sandstedt .................................. 186/39
`8/1991 Kramer ................................... 364/408
`10/1991 Donald et a!. .......................... 364/401
`8/1993 Jones et a!. ............................. 364/408
`5/1994 Lockwood .............................. 364/401
`5/1994 Inoue ...................................... 364/400
`9/1994 Morris et a!. .. ... ... ... ... ... .... ... ... 395/800
`9/1994 Bullock et a!. ......................... 364/401
`11/1994 Johnson .................................. 395/161
`1!1995 Kuroda et a!. . ... ... ... ... ... .... ... ... 395/600
`7/1995 Roach eta!. ............................ 235/375
`1!1996 Brody et a!. .............................. 395/51
`2/1996 Johnson .
`11/1996 Lockwood .
`12/1996 Keithley et a!. .. ... ... ... .... ... ... ... 395/615
`1!1997 Salmon et a!. .............................. 705/7
`1!1997 Hacker et a!. .......................... 382/313
`9/1997 Fraser ........................................ 705/37
`
`111111
`
`1111111111111111111111111111111111111111111111111111111111111
`US006125356A
`[11] Patent Number:
`[45] Date of Patent:
`
`6,125,356
`Sep.26,2000
`
`FOREIGN PATENT DOCUMENTS
`
`0 514 231 A2 11/1992 European Pat. Off ......... G06F 15/21
`WO 97/26610
`7/1997 WIPO.
`
`OTHER PUBLICATIONS
`
`Campanelli, "Sound the Alarm!," Sales & Marketing Man(cid:173)
`agement, vol. suppl. issue, pt. 2, pp. 20--22 and 24--25, Dec.
`1994.
`Cardone Group, Electronic Coach videotape
`Unknown).
`Chappell, "Carmakers try to make buying simple," Auto(cid:173)
`motive News, Crain Communications Inc., vol. 67, Issue
`5483, pp. 3, 42, Dialog File copy 3 pages (1993).
`Chappell, "Small Computers Help Sellers Close Deals,
`Gather Vital Data," Automotive News, Crain Communica(cid:173)
`tions Inc., May 27, 1996, News section, p. 16 (1996).
`
`(Date
`
`(List continued on next page.)
`
`Primary Examiner-Thomas R. Peeso
`Attorney, Agent, or Firm-Arnold, White & Durkee
`
`[57]
`
`ABSTRACT
`
`A handheld computer unit for use by, e.g., a car sales person
`(seller) prompts the seller with a standard script to be
`followed at each step in the process after a prospect enters
`a dealership. The prospect's response to the scripted ques(cid:173)
`tions is used to identify the prospect's particular interests of
`a general nature, e.g., safety, and of a specific nature, e.g.,
`trailer towing capacity. When either a general or specific
`interest is identified, the seller is prompted to tailor the
`conversation to address the prospect's interests. Among
`other things, the handheld unit can perform functions such
`as (i) permitting the seller to retrieve useful information such
`as inventory availability from a sales information data store;
`(ii) displaying option-sensitive prompts to aid the seller in
`discussing specific vehicles under consideration; (iii)
`accessing remote communications links to external data
`sources to obtain information on credit-worthiness of the
`prospect, financing terms, and availability; (iv) displaying
`motivational information such as the percentage likelihood
`of consummating the sale successfully; (v) providing a
`communications link with management personnel.
`
`47 Claims, 70 Drawing Sheets
`
`EXTERNAL
`DATA
`STORE
`
`115
`
`DEALERSHIP
`CENTRAL
`COMPUTER
`UNIT
`
`120
`
`120
`
`SELLER'S
`HANDHELD
`UNIT
`
`110
`
`SELLER'S
`HANDHELD
`UNIT
`
`110
`
`

`

`6,125,356
`Page 2
`
`01HER PUBLICATIONS
`
`Christeson, "The trainer's role in sales automation," Train(cid:173)
`ing & Development, Information Access Co., a division of
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`Dryden, "Mobile LAN Streamlines Service," Communica(cid:173)
`tionsWeek,CMP Publications, Inc., Aug. 29, 1994, Local
`Area Networks section, p. 19 (1994).
`Fillon, "Keep on trucking Yellow Freight trucking; Road
`Warrior: A Sales Automation Supplement," (company pro(cid:173)
`file), ASAP, Sales & Marketing Management, Information
`Access Company, a Thomson Corporation Company; Bill
`Communications Inc., vol. 147, No. 6, p. S17 (1995).
`International Search Report dated Jul. 28, 1997 for Interna(cid:173)
`tional Application No. PCT!IB97/00267.
`to
`relate
`McKee,
`"How
`'the
`good
`old
`days'
`business-to--consumertelemarketing scripts," Telemarket(cid:173)
`ing,Information Access Co., a division of Ziff Communica(cid:173)
`tions Co.; Technology Marketing Corporation, vol. 11, No.
`11, p. 27 (1993).
`Orlin, "Selling in teams," (cover story), Training and Devel(cid:173)
`opment, Information Access Co., a division of Ziff Com(cid:173)
`munications Co.; American Society for Training and Devel(cid:173)
`opment Inc., vol. 47, No. 12, p. 26 (1993).
`Radding, "Software Helps Sales Representatives, Managers
`Make Cross-Selling a Reality; Automation for Relationship
`Banking," The Magazine of Bank Management (formerly
`Bank Administration Magazine), Bank Administration Insti(cid:173)
`tute, Oct., 1990, Management Software section, p. 78
`(1990).
`
`Schroeder et al., "Training salespeople on high-tech note(cid:173)
`book computers," Training and Development, Information
`Access Co., a division of Ziff Communications Co.; Ameri(cid:173)
`can Society for Training and Development Inc., vol. 46, No.
`12, p. 60 (1992).
`
`Tucker, "Portable Computers 3; Higher-value sales," The
`Financial Times Limited, Financial Times, Feb. 8, 1991,
`Survey section, p. III (1991).
`
`Younger, "Sales savvy for the nineties; Four by Four,"
`Training & Development, Information Access Co., a divi(cid:173)
`sion of Ziff CommunicationsCo.; American Society for
`Training and Development Inc., vol. 46, No. 12, p. 13
`(1992).
`
`[Anonymous], "Controlling the Showroom," Automotive
`News, Crain Communications Inc., Issue 5313, p.E20, Pro(cid:173)
`Quest Periodical Abstracts,2 pgs. (1989).
`
`[No author listed], "Twelve years of innovation; Foodser(cid:173)
`vice Distribution: The Evolution of an Industry," ASAP,
`Information Access Company, a Thomson Corporation
`Company; Bill Communications Inc. (Institutional Distribu(cid:173)
`tion), vol. 21, p. 279 (1985).
`
`[No author listed], "Solectek AIRLAN wireless products
`selected for use in automated auto service system," Business
`Wire, Business Wire, Inc., Aug. 1, 1994.
`
`"Sound the Alarm" by M. Campanelli, Sales And Marketing
`Management, no. Part 02, Dec. 94, pp. 20-22, 24/25.
`
`

`

`U.S. Patent
`US. Patent
`
`Sep.26,2000
`Sep. 26, 2000
`
`Sheet 1 of 70
`Sheet 1 0f 70
`
`6,125,356
`6,125,356
`
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`

`U.S. Patent
`US. Patent
`
`Sep.26,2000
`Sep. 26,2000
`
`Sheet 2 of 70
`Sheet 2 0f 70
`
`6,125,356
`6,125,356
`
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`
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`I SSNI
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`[Vehicles found
`
`[
`
`00031456
`00031705
`CJB00011
`CJB00010
`
`97 FORD
`97 FORD
`97 FORD
`97 FORD
`
`MUSTANG
`MUSTANG
`MUSTANG
`MUSTANG
`
`2DR CNV
`2DR CNV
`2DR CPE
`2DR CPE
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`GT
`GT
`
`1FALP4443VF201267 R
`1FALP4448VF208280 R
`1FALP42XOVF120241 F
`1FALP42X4VF116208 F
`
`Vehicle: New 1997 FORD MUSTANG 2DR CNV 3 P44
`List 23590
`Calc: 23945
`Cost
`Calc: 21752
`Mileage: 12
`Spi#:
`GVW:
`Whbse: 101.3
`Color: RIO RED TINTED CLEARCDAT
`Trim: SADDLE CLOTH BUCKETS
`Engine: ENGINE-3.8L EFI V6
`Trans: AUTO OVERDRIVE TRANSMISSION
`Status: (R) READY TO SELL
`In stock: 2
`Location: FORD SALES
`Package: 243A
`Options: 572 63A 143 217 132 994 44U M 12H 20A
`
`Acct 100
`
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`I*GRT I WAN I SEL I PRO I DEN I TRA I SER I WRII CBI I SOL I DLR I DEL I
`
`00
`I Manager I
`
`Description 11997 FORD
`
`MUSTANG
`
`2DR CNV
`
`ED
`
`I
`
`Stock number I 000314561 VIN 11 FALP4443VF201267 I
`
`List I
`
`239451 Pricel
`
`230001
`
`I Hold for salesman I
`VEH
`~Co-buyes data\ Prospect wants)Jrade-in \Trade-in appraisal \Vehicle search Selected vehicle Credit Bureau lnquiry_)JI @JB
`I WAN 0:32 II 4:44 II 412496 Miss Catherine Olsen
`I
`FIG. 12
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`

`Sales Manager
`I Show script II Close prosp I
`I*GRT I WAN I SEL I PRO I DEN I TRA I SER I WRII CBI I SOL I DLR I DEL I
`
`00
`I Manager I
`
`Bureau to be inquired: CBI I Yes I TRU I Yes I TRW [NQJ Auto print [NQJ Auto flush [NQJ
`Report options D
`SSN Search I Yes I Phone code [§]
`Options: CBI:
`Report options I 0121
`Phone code []]
`TRU:
`SSN Search [NQJ Phone code [gJ Credit phone list [NQJ
`TRW:
`
`I First I CATHERINE
`Last !OLSEN
`I Middle I
`I Employer I THE CONTINUUM
`TitleD SSNI
`Joint inquiry [NQJ Spouse's first name I MIKE
`I SSN I
`
`Current address: Number 112334
`City I MISSOURI CITY
`
`I Street I KIOWA RIVER
`I State I TX I ZIPI77453I Route I
`
`I Box I
`
`I
`I
`I
`
`I
`I
`
`I Street I
`Former address: Number I
`II
`\ II Send
`I State D ZIP D Route I
`City I
`I Box I
`CBI
`e_\ Co-buyes data\ Prospect wants )Jrade-in \Trade-in appraisal \Vehicle search /\Selected vehicle Credit Bureau lnquiry;(B/ @JB
`I WAN 0:32 II 24:00 II 412496 Miss Catherine "Cathy" Olsen
`I
`FIG. 13
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`

`Sales Manager
`I Show script II Close prospl
`I*GRT I WAN I SEL I PRO I DEN I TRA I SER I WRI I CBI I SOL I DLR I DEL I
`
`[X]
`I Manager!
`
`MUSTANG
`
`FORD
`
`Stock number I 00031456111997
`Customer Offer
`[QJ 1 0-BALLOOM
`[Q] 01-FINANCE
`[Q] 01-LEASE
`[QJ 10-CASH
`Estimated 1
`Price
`9000.001
`23ooo.oo I
`Trade value
`Trade payoff I 2500.001
`Down pmt
`12oo.oo 1
`Rebate
`I
`Term
`Payment I
`5oo.oo I
`I
`Submit to Power Workstation # I W3J
`I
`
`Comment
`I
`
`23000.001
`1200.001
`
`Price
`Down pmt
`Rebate
`I
`Term
`431
`1 o.ool
`APR
`Quote has been logged
`I I Bu~erls Order I
`
`E8
`2DR CNV
`Management Offer (display only)
`I t/ 01-LEASE
`I t/ CASH
`t/ 1 0-BALLOON
`t/ 01-FINANCE
`Estimated
`9000.001
`Trade value
`Trade payoff I 2500.001
`
`I
`
`1
`
`Payment I
`Balloon I
`
`I
`
`I
`I
`
`I
`
`Last activity: Counter-offer received
`Comment
`Start over
`Submit offer
`II Counter-offers
`II
`II
`OFF
`~rade-in \Trade-in appraisal \Vehicle search )\Selected vehicle){:redit Bureau Inquiry Prospect offe~ Delivered I @IB
`I WAN 0:32 II 27:34 II 412496 Miss Catherine ucathtl Olsen
`I
`FIG. 14
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`

`Sales Manager
`I Show script II Close prosp I
`I*GRT I WAN I SEL I PRO I DEN I TRA I SER I WRII CBI I SOL I DLR I DEL I
`
`[X]
`I Manager!
`
`Name I OLSEN, CATHERINE
`
`I
`
`Prospect 14124961
`VIN I
`
`Stock I
`Drescription I
`
`This unit is sold [lli]
`
`I
`
`I
`
`I
`
`SOL
`0-Jrade-in \Trade-in appraisal \Vehicle search "Selected vehicleACredit Bureau lnquiry\_Prospect offe~ Delivered I @1B
`I WAN 0:36 II 29:29 II 412496 Miss Catherine 11Cathy 11 Olsen
`I
`FIG. 15
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`

`

`Sales Manager
`I Show script II Close prosp I
`I*GRT I WAN I SEL I PRO I DEN I TRA I SER I WRII CBI I SOL I DLR I DEL I
`
`[X]
`I Manager I
`
`Name I OLSEN, CATHERINE
`
`I
`
`Prospect 14124961
`VIN I
`
`Stock I
`Drescription I
`
`This unit is delivered D
`
`I
`
`I
`
`I
`
`DEL
`~Trade-in\ Trade-in appraisal \Vehicle search /\Selected vehicle){:redit Bureau lnquiry~prospect offe~ Delivered @IB
`I WAN 0:36 II 29:29 II 412496 Miss Catherine ucath"[11 Olsen
`I
`FIG. 16
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`

`

`U.S. Patent
`US. Patent
`
`Sep.26,2000
`Sep. 26, 2000
`
`Sheet 17 of 70
`Sheet 17 0f 70
`
`6,125,356
`6,125,356
`
`+-'
`
`322:EC
`<( •
`
`mEmm_._m>:Q.’ 5:5822:?a52mm
`
`t.0:
`
`19 of85
`
`

`

`[Speed Control
`
`1 Next
`
`I
`II Previous II More? I
`
`Interior
`
`For relaxed highway cruising, this vehicle has Speed
`Control with convenient steering wheel-mounted controls.
`
`FIG. 18
`
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`

`1 Speed COntrol
`
`1 Next
`
`I
`II Previous II More? I
`
`Interior
`
`This is how it works:
`- Press the ON switch and press SET ACCEL at the desired
`speed.
`- To speed up, press and hold SET ACCEL. To slow down,
`press COAST.
`- Touching the brake pedal returns the car to foot control.
`
`FIG. 19
`
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`

`Sales Manager
`I Show script I
`
`[X]
`I Manager!
`
`*Name I OLSEN, CATHERINE
`Phones Home I (713)660-7385
`
`I D
`I Extension [I[[]
`I Work I (800)999-6348
`Beback date I
`I TimeD
`*Tickle date 19/3/19971 Disposition I
`I *Advertising source I SERVC GUST
`*Prospect type I First time
`
`I
`I
`
`*Up0
`
`* These are the minimum required fields necessary to close
`the prospect and return to the Main menu.
`
`I WAN 0:05 II 38:10 II 412496 Miss Catherine 11Cath'[11 Olsen
`FIG. 20
`
`Jl Main Menu]J
`I Cancel I
`BEB
`@IB
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`

`II Previous I
`I Top
`Welcome to ABC Motors, How may i assist you today?
`I We need a new car
`II
`I I How much is this car I
`
`we•re just looking
`
`FIG. 21
`
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`

`

`:·LtlT T~~TOU2
`
`PRINT 415 RECORDS - REPORT 022
`
`RUN 09/10/97 15:35:40
`
`PN;E"
`
`c'TEF· :;E:\.1
`
`SCRIPT TEXT
`
`ANSWER
`
`GOTO PUT DATA
`
`IN FIELD
`
`STEP SEQ
`
`"Continue
`
`CBI
`
`C11;':1
`
`Continue
`
`------------------ --- ----------
`
`Continue
`
`CBI
`
`C•C: iCi
`
`CBI Ull4 (,
`
`BUYERSSN
`
`-.:r.:
`
`•.>C•!O Let's get_ y~•u started on the credit application. Fill in
`.;ll ,,f the Lr.es on both sides of the page. When you are
`j~ne, yl)lJ and I will go over it to make sure it is
`--0mplete.
`
`:1..: 1-'0/(1 Whil-e you're filling that out, I'll need to see your
`driver's lic-ense dnd I need your social security number.
`
`''f·.:
`
`I)C!.l(l F~r·.ter Social S-ecurity number:
`
`f'i:"
`
`!_>1~4() t:r;t.er Driver's lil·ense numbeL:
`
`·~·.j
`
`r_l(;')(l Er.•.er Driver's license state:
`
`:r<; 11()1,0 r::r.t er Address.
`
`Is it correct on the license?
`
`':1•;
`
`!HI-lt' f:nter Zip Code.
`
`Is is correct on the license?
`
`'hl lli•RC· Tl'dt 'll .j.) it. Let's review the credit application, and
`the~ I'll tdke it to the Business Manager.
`
`------------------ --- ---------- ------------
`
`Continue
`
`TX
`
`------------------ --- ---------- ------------
`
`Continue
`
`------------------ --- ---------- ------------
`
`DRIVERSLir:ST
`
`Continue
`
`------------------ --- ---------- ------------
`
`BUYERADDRl
`
`Continue
`
`------------------ --- ---------- ------------
`
`BUYERZIP
`
`Continue
`
`FIG. 22
`
`DRIVERSLICST CBI
`DRIVERSLICNO
`
`f}(l5<';
`
`CBI
`
`(•061)
`
`CBI
`
`(1070
`
`CBI
`
`O•J>:il)
`
`CBI
`
`999G
`
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`

`

`C!.NT TST002 .
`
`PRINT 415 RECORDS - REPORT 022
`
`RUN 09/10/97 15:35:40
`
`PAGE~·
`
`3
`
`STEP SEQ SCRIPT TEXT
`
`ANSWER
`
`GOTO PUT DATA
`
`IN fiELD
`
`STEP SEQ
`
`DEL 0010 When the business manager has finished with your customers, Continue
`you will receive a page asking you to come to his
`office. Take your customers to your office and complete
`the delivery process.
`Review contents of the New Vehicl~ Packet.
`
`DEL
`
`00~0
`
`DEL 0020 • Show your customer where the service write-up area is.
`• Introduce your customer to a Service Advisor.
`* Give him/her the scheduled maintenance book.
`• Remind him/her of the three free LOr in the front of
`the book.
`
`[)f.l. oo:::.~ Before introducing the Service Advisor, say:
`You will be assigned your own personal service advisor.
`This means that they get to know your vehicles, and they
`ensure that you are completely satisfied on every visit.
`
`Continue
`
`DEL 00~~
`
`Continue
`
`DEL
`
`1>0.10
`
`DEL !)(lj(l Tell the customer how convenient service's hours are:
`our Service Deparcment is convenient for both pick-up and
`drop-oft customers. Service is opeh from 7:30am to 7:30pm,
`Monday through Friday, and by appointmen• on Saturday.
`
`Continue
`
`DEL
`
`!)040
`
`DEL <JU40 Inspect the vehicle while filling out and reviewing the
`Ford Quality Commitment Delivery Checklist. Now say:
`In approximately two to three weeks you will receive
`a survey like this one from Ford Motor Company. The
`survey will ask you questions concerning your sales
`pxperience at ABC Motors.
`
`DFc. (lt">SO We take pride in our customer satisfaction rating. Your
`COMPLETE satisfaction is our Number l goal.
`Ent.dnce into Ford's Elite Masters Sales Program and part
`"of my compensation is determined by your rating of "2A",
`which rates your overall purchase/lease experience,
`
`Continue
`
`DEL
`
`OOC>O
`
`Continue
`
`DEL 0060
`
`DEI
`
`•'060 and "2N", which rates the overall condition of your
`vehicle at time of delivery.
`Do you feel you can rate both those areas as
`
`TEN
`LESS THAN 10
`
`10
`<10
`
`BUYERMISC2
`BUYERMISC2
`
`DEL 0070
`DEL 008';
`
`FIG. 23
`
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`

`

`completely satisfied?
`
`r;F,L 01•)0 Turn t.he Qu"l it y Commitment Performance Checklist so they
`can see it, and say:
`Great, I'll make a note of that.
`
`Continue
`
`!1EL f)(JBO What can T do to corr·ect the issue NOW, TODAY?
`L~sten c3refully ro what your customer has to say. Take
`n•·tes ~f ne~e.ssi'lry s·~ he'll know you are paying attention.
`
`Continue
`
`!IE!.
`
`,;, ~A;_, Gc~od res~ ... •.)nse~ to issues raised at delivery are:
`- Let's qet t l•e GM,
`I kr .. .)w he'll want to hear about this.
`
`Continue - Cust OK
`Talk to GM
`
`DEL Olrli·
`
`DEL OO'lt)
`
`DEL
`DEL
`
`i1[J')l
`(10'1:
`
`l.ASTNOTF:
`
`FIG. 24
`
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`
`

`

`C':~NT TSTU(J~·
`
`PRINT 415 RECORDS - REPORT 022
`
`RUN 09/10/97 15:35:40
`
`PAGE=
`
`STf:P !:'EQ
`
`SCRIPT TEXT
`
`ANSWER
`
`GOTO PUT DATA
`
`IN FIELD
`
`STEP SEQ
`
`-Let's take lt back to service and have them look at it
`now.
`I apologize, I didn't realize you felt this way. What
`can l do to right this situation? Would i t help to
`spPak to the Dealer or t~e General Manager?
`
`-
`
`Go to Service
`Talk to Dealer
`
`~·~~ i.
`
`LIFe.
`
`:••~ Well, it '·r'Oll ":'hlnk vf Clrtything more you think I c-an do
`in~f: . .~r•:,vE? yco11r
`:-::;at isfdc~ ior1, please CALL me.
`~·:·
`
`·, Let •,; g" fir,d th'? <3M for you right now and we'll get
`:.his r,lqht fer yu,J.
`
`!ii·" ..... ~.l Let. •" qo b~·;k t<;. Sf.RVICE right now and we' 11 get
`i !' c;\··r l·ect ed.
`
`Continue
`
`Continue
`
`Continue
`
`l'f :. '''·'''4 I.,et ':; '!·,
`t t.oe DEALER :or you right now and
`f 1 nc.J
`we'll qet this right for you.
`------------------------------------------------------------ ------------------ --- ~--------- ------------
`
`Continue
`
`Continue
`
`l~!· ·~ r·!.r•:; We~l, I'm gla<i we straiqhtened that out.
`I
`tL3!Ve c·n~ n•<~re quest ion for you ....
`
`:.>1·
`
`::] ~'"' W1ll y.::.u help me
`in•.:re<Jse my business by giving me
`just one kEFERRAL'?
`
`:Jf'i .. :,)] ,·, E:nt.er inf,)rmal iC•n in your notes in front of the customer.
`Thank you,
`I appreciate this.
`
`~)f-:.
`
`.,·~
`
`·{r:·ll ..trt~ •:Jr ... !fl-J t(J get a lot. of attention in the next few
`.jays tc(lm y• . .)Ur frJPtKis, neighbors, and co-workers with
`If one 0f them expresses interest in
`your· G~w vet,icle.
`buying a new vehicle, will you give them my card and
`"rer;om."Tlend :hey calL me? Here's an extra business card.
`
`~)f::. It}~ ~;i And if ~hey cc•me 1r1 anrJ er,d up buying a new or used
`vehir] e, I' 11 9i ve yuu a $25 coupon for The Macaroni
`Grill to show my appre~iation.
`
`Yes
`Nobody
`
`co'nt inue
`
`Continue
`
`Continue
`
`LASTNOTE
`
`----------------------------------------- ------------------ --- ---------- ------------
`
`DEL
`DEL
`
`0093
`0094
`
`DEL
`
`00"~
`
`DEL OO<lS
`
`DEL
`
`009~
`
`DEL
`
`(10'!~
`
`DEL
`
`!; 1 nr.
`
`DEL
`DEL
`
`Ull l<
`012(1
`
`DEL
`
`01:; ~
`
`DEL
`
`(_: 1 :~ ~
`
`DEL OlJO
`
`FIG. 25
`
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`
`

`

`ilf:L ••lJ•• THANK YOll fc'r c:hoc·sir"~ t•) buy your vehicle from
`ABC Motors.
`I hope this is only the beginning of
`our business relationship.
`
`DEL 0140 I' 11 ca 11 you in a few days to see if you have any
`CJuestions abo11t your r;ew vehicle and to see how you
`like your new vehicle.
`
`Continue
`
`Continue
`
`f'L:
`
`flit CONTINUE
`'•1',,-, rl•ct•-•: ·.>:-r:grar~latic.r;s •)r. rnaJ.:ing the sale!
`1n•j :t.en (:'Lt)S[ f'ROSFE:r:T
`t.·, begin your next sale.
`
`Continue
`
`8EB
`
`DEL
`
`014• .. l
`
`DEL Ol~u
`
`- -
`
`'l90•)
`
`DEL
`
`FIG. 26
`
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`
`

`

`( ·:.ur TST···(!~'
`
`:~TE P :;Er,.>
`
`:;,·p,~ FT TEXT
`
`PRINT 415 RECORDS - REPORT 022
`
`RUN 09/10/97 15:35:40
`
`PAGE·,
`
`s
`
`ANSWER
`
`GOTO l'UT DATA
`
`IN FIELD
`
`STEP SEQ
`
`DEM "'"'·'
`
`i..e .... me sr.art ~he -::ar, and I'll show you more about the
`~~~erior of this vehic:le.
`
`n~J-'.
`
`·l ~ (: q, ..
`
`r ~ rr1'=" :
`
`OK
`No time
`Not buying
`
`OK
`No really, no time
`
`,, 14 0
`OEM
`OEM
`0110
`DEM
`''l:O
`---- ----
`DEM
`DEM
`
`1.' 14 ,,
`I') 9f,
`
`:-~rJ..,
`
`·{·:·u dre in a hurry. But for each car
`thdt
`·n,·1€:'rstan•j
`yn11 sit in, y(··u wi :1 gain a better feel for exactly
`what y•,u want in a vehicle, and you will actually save
`t1me in selectinq the vehicle you want.
`
`------------------------------------------------------------
`
`t·uyir1g t("jay:
`~ .. 1 .'I.J ~h:,t
`That's a smart wdy to shop for vehicles. Since you are
`just b.-ginning yc.ur S<'iirch for a new vehicle, you will
`t.•.' start •,Jett ing d feel for what you like and don't
`Wdnt
`1 ike 1n a vehicle. The best way to do just that is to
`~r. the c·ar: t~d jus! a few minutes.
`;".;i~
`
`i.)Fi·i
`
`''l .. ,-,
`
`r-J,·1
`
`t;uylng today:
`
`Y·>U may de·· ide y.:,u real 1 y like the vehicle. Or yeLl may
`lP·.·i-Je y .... u need tc.•
`.:•.orne back and look at it again when
`'{(l!J 11 ~-"' ready t:(:-o buy. Either way, you wj 11 have made
`•t!''~ m('re step ir1 your d:ecisi.or, making process.
`
`------------------------------------------------------------
`
`.. 1-'1 1')4(, Nc1tt::>: Take th'? time t<• explain or review one or more of the
`1 r.t42:·i !l feat urf7's
`..::•,vered in the pr•Jduct presentation.
`
`l ) ~ I·.
`
`L • ~ ~)'
`
`, •••
`
`:~~.e t!1e
`
`·ir .Jr•dJnd the block.
`
`; : t- "-:
`
`~·, 1 f:: ·
`
`t·f.'.
`
`!
`
`. rll~? :
`
`OK
`No really, no time
`
`• . .tr. iPrst3nd !t:r1t v~··u are in a hurry. Who has hours of
`r.
`wa:>t+:' 1r1 PVPry •-::ar dealership they visit? Let's
`tnw
`lr) minute!~ drivinq 1t around the bl·~ck so you'll
`· dJ.'.e
`
`FIG. 27
`
`Continue
`
`D[M
`
`nJ;:l
`
`OK
`No
`
`Continue
`
`OK
`No time
`Not ready
`Not buying
`
`DEM
`DEM
`
`''14<1
`fil 90
`
`DEM
`
`l.'l ~'!)
`
`:>F.M
`DEM
`DEM
`DEM
`
`OEM
`DEM
`
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`

`

`become a little more familiar with this vehicle.
`
`f'EM OJ 70 Nc.•t Ready:
`I understand how you feel.
`•
`I once felt that way myself when I first began to search
`•
`for a new cac.
`I found that by driving each vehicle that interested
`• But
`I was b~tter able to define what I did and didn't
`me,
`like and it actuall