Ford Account Group Refresher

Greeting the guest within 45 seconds

Answering the guest at 1 minute

Answering and Acknowledging ALL questions asked

3 minute Lead sit time

These timing parameters are company wide. It's what Ford expects us to do on average as a whole company

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For the Ford Direct Account Group, we are required to meet a defined Service Level Agreement (SLA) per our contract and not doing so can result in large monetary fines.

​This Resource is to be used ONLY when the guest is asking about a vehicle in general.

Click the link above

Answering Questions

What can we say?

What can we NOT say?

​General Question: Is there a diesel engine for the F-150?

​**Remember when it comes to a general question we will utilize our Ford Reference Guide to look for the answer. If we are able to find it we can answer like so........

​Answer: Yes, the diesel engine is available for select Ford F-150 models.

​Specific Question: Would you know what service my car would need?

​**When it comes to a guest asking a specific question we have to utilize the website & if it is not something we can find on the website we will need to confirm with our team.

​Answer: I'm not seeing the needed services listed, however allow me to touch base with my service team to confirm that information for you.

They are a unique pricing and financing options available to regular Ford and Lincoln customers, along with employee's both previous and current.

​Ford guests can remotely manage their account and arrange services through the FordPass app.

​​FordPass

A unique collection of features accessible through the phone app for Lincoln guests that allows them to remotely manage their account and arrange services.

​​LincolnWay