I’ve already given you four sales tips to use this summer and now I want to go one step further. Training employees is something your store invests a lot of time and money into, and rightfully so. From service and parts to sales, you want to set your employees up for success in every area. Their success equals your success, right? Sometimes one of the hardest areas to master can seem like the most straightforward. The telephone.
Is your sales and service team following up with customers?
Are they getting their important messages across?
How you handle your inbound calls can make or break your store and it starts with the initial phone call. It is when a customer forms their first impression of your dealership. Here are a four quick tips to perfect the inbound call.
Use a greeting
This may sound like an obvious tip but I can’t tell you how many times I call stores and am greeted with “Hello?” or an immediate “Can you please hold?” I know that phone lines at the stores can get very busy, but slow down for a minute and say “Thank you for calling [dealer name], I’m [name] and you are?”
After you get the reason for their call, transfer them to the right department and take the time to introduce them to the person you are transferring them to. This takes a little more time, but it will pay off. Customers like to know that you are taking a interest in them right away.
Just because we know a lot about the vehicle, the parts or the service does not mean we should rattle it all off at once. Practice delivering the information slowly and clearly. It’ll save you from having to repeat yourself on the other end.
Try recording all your calls and listening to them later. It is one of the best ways to find your potential weaknesses on the phone. We record all of our sales calls at Mojo Motors and then listen to them later on as a team to get constructive feedback and determine areas we can improve.
When the customer is talking, don’t let your mind wander to your list of things to do. You don’t want to be like the Starbucks Verismo machine. Open your ears and really listen to them. One way to ensure that you are fully listening is to write down what they are saying. This will keep you focused and also gives you some notes to refer back to when the customer ends up coming in for a test drive.
Be a professional
No matter how well you know someone or how they behave towards you on the phone, you MUST remain professional, especially if you feel yourself getting upset. Remember to take a moment and breathe – never get hostile towards a customer. If things take a dive bomb, ask if you can call them back. In the long run this is the best thing for you and the store’s reputation. Remain calm and polite, even if they don’t.
I know all these tips seem very simple but they serve as a good reminder to take a look at what we are doing with our in-bound calls. These calls are an essential component of our business that is too often overlooked.
Written by Bryan Jennings