- Post visit notes must go into the CRM
- These notes will help nurture your relationship, cultivate future sales opportunities and improve CSI
- Notes should include what you found out during the visit (i.e. other vehicles you showed, changes in hot buttons/deal breakers, career, family, recreational activities, hobbies, etc.)
- These notes will help you personalize your follow ups, secure your relationship and improve sales numbers
It’s time to revisit your phone call and voicemail sales processes! You will want to focus on distinguishing yourself from competition and using relevant words, statements and questions to better meet customer desires.
90% of dealerships are using the exact same phone script for incoming sales calls.
80% of dealerships are leaving the exact same follow up voicemails for internet leads.
Source: *e-Dealer Solutions (Polled 2000 dealership personnel between 2015-2017)
e-Dealer Solutions In Dealership Training Workshops
Your dealership staff must increase showroom traffic by increasing prospecting phone calls every day! These must be quality phone calls! You will learn strategies for converting all types of calls like: internet leads, incoming sales calls, equity, conquest, lease retention, be-backs, orphans and more.
Here are some areas we cover:
- How to approach sales calls, voicemails, videos, emails and texts with customer service focus
- Learn 5 Steps to effective phone calls
- Know how to gain leadership of phone calls
- Identify relevant 2018 leading questions
- Understand your brand experience and promote on phone call
- Learn professional appointment setting techniques
- Identify 15 actions to improve appointments that show on time
- Increase appointments set and shows to meet benchmarks
Listening to recorded sales calls can be a grind – we get it! If you have a process that is understood then it’s easier to listen to calls, measure and gauge performance. Every process needs a team exercise to ensure process is understood and a process checklist.
We promote a simple process to teach process.
Teach a simple process first. For example, we suggest sectioning out your phone call into steps – we have 5 steps:
- Sell Value in You and Car Buying Experience
- Review Vehicle
- Tie Second Person to Appointment
- Set Appointment
Just use one section for your first meeting!
Be sure your audience understands the goals, benefits and actions they are expected to take. Provide examples of each action so your point is driven further into audience understanding.
Use an activity to enjoy this experience of learning with your team and to help clarify expectations. When your team shows you that they in fact understand the lesson, you did your job!
Now, allow them time to implement – OK, not too much time! Like two hours and it’s time to inspect. Your checklist should highlight the actions you expect and provide space for your hand-written feedback.
If you follow simple rules of thumb like explain “what” and “why” you will be coaching effectively. Your team needs to know what you liked/disliked and why.
We recommend 10-minute training sessions… not burn-out sessions that can last 1-2 hours!
Listening to your recorded phone calls should be easier now! You will see progress when you coach with a checklist!
The “Buy it now” button is growing in popularity on Dealership websites and is super relevant for what buyers want from dealerships and the sales process.
We believe the “buy it now” button will grow heavily indicating the importance to streamline the sales process for the consumer. The sales processes must adapt to highlight the ease of viewing a vehicle, receiving a demonstration of the latest technology and safety features, driving a vehicle and purchasing a vehicle. Once the dealership culture shifts to high level customer service verbiage and actions the consumer will begin to trust the process and people more. We believe that offering more custom services (off site test drives/deliveries/72-hour buy-back/buy it now/selecting finance options and accessories as well as processing the deal online or through an app) that promote customer service and professionalism will attract more satisfied customers and hopefully in time continue to turn the reputation of the auto industry into a more trusted establishment.