The Recommended Process

When a customer arrives with a Visa offer certificate, two things should happen, in order:

  1. Redeem the offer first, before starting the rest of the sales process.
  2. Involve a manager in that redemption.

Why This Order Matters

Dealerships that validate the certificate with a manager as soon as the customer arrives see a higher closing rate. There are three reasons for this:

  • Meeting a manager or FOA (finance/sales manager) early increases the customer's trust and signals that their visit matters.
  • Giving a small gift up front makes a shopper measurably more likely to purchase — but only if the promised gift actually gets delivered.
  • Following through builds trust for everything that comes after; the customer also receives a confirmation email the moment redemption is complete.

Script It and Practice

Have a scripted redemption flow — greeting, manager introduction, redemption, then a natural transition into next steps (like offering a free professional trade appraisal). Practicing the script out loud makes it sound natural instead of rehearsed when it's used live.