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Delving Deeper

Home / Selling Ford Protect - An Insider´s View
September 12, 2019 | by: Support

"Lombard Ford Warranties dot com, how may I help you?"

Never in my wildest dreams did I think I would end up selling vehicle extended warranties. I´m not a salesperson; I´ve worked in the restaurant business and offices, and was hired here to file and place phone calls to service customers after they´ve gotten their vehicles back. When I was interviewed for this job, the woman mentioned the "ESP department," and I thought, "Wow, this car dealership also deals in extrasensory perception?"

When I tell my friends or new acquaintances that I work at a Ford dealership, first they assume I sell cars. When I tell them I sell extended car warranties, I almost always get a grimaced face, assuming I am one of those people cold-calling innocent Americans and pressing them to purchase something they don´t need. I quickly try to explain that people find us, and are calling or emailing because they are interested in coverage.

Before I was involved in this "ESP department," I consistently overheard one side of the phone conversations while I was in the room filing, mostly "Yes this is a genuine Ford product backed by Ford," and "We know it sounds too good to be true, but we sell a huge volume of these plans nationwide, allowing for our discount off the MSRP." Eventually I began understanding what the other side of the conversation sounded like, and from the first day I picked up the phone answering "Lombard Ford Warranties dot com, how may I help you?" I felt like I would at least have some sort of answer for the question on the other end.

Eight years and thousands of calls later, I have most of the answers at the top of my head. I still occasionally get the person on the other end asking to speak with someone who can help them with Ford Protect, and when I say "That´s me!" they sound surprised, as if I clearly had to be a receptionist there to direct their call. Generally, after a few minutes on the phone with me, I hear from that same person "Wow, great information, I´m really glad I found you guys." (I don´t take the "guys" thing as anything to be offended by, in the least, in fact I´ll take it as a compliment.)

So, give us a call. Maybe you´ll end up speaking with Jack or Mike or maybe even Rob, but then again, you might get lucky and end up speaking with me.

EMMA
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From the Author: Disclaimer

Disclaimer: The views expressed on this page are the views of the author. While many years of dealership experience may have gone into the content of this article, the policies and procedures at dealerships around the country may vary.