In order to properly prepare your phone processes and train your employees on how to handle customers’ calls, it’s important to first take a step back and understand why customers are calling.
In the sales world, as we know, things have changed dramatically because of web and mobile search. Customers have a wealth of knowledge right at their fingertips at every second of the day.
In automotive, oftentimes the caller knows more about the vehicle they are calling about than the actual employee that answered the phone...to answer the callers' questions.
Today’s car buyer has made their decision before they talk to you. They have a high interest in this car, likely wanting to see it and perhaps buy it. All they need is to complete that one final step and make a call to ensure that their vehicle of interest is in stock and they can ask any further questions they couldn't find out themselves.
"Is This Car Available?"
Calls where the caller asks if a vehicle is available account for over 7 out of 10 sales calls. Half of those are general availability, and that tends to be your new car calls. For example, “Do you have this car, in stock, with these trim options?” The other half of availability calls tend to be about specific availability, and those are your used calls. Example, “I’m looking at VIN/stock number ____, is it available?"
Transparency translates into answering the questions customers ask when they call. You don’t want to be unwilling to answer the question and simply attempt to get the caller’s name and number, you want to be able to address the question while the customer is on the phone. Phone answerers also need to understand how to entertain the caller on the phone while searching for their answer. Technology can be used to get the information needed to answer questions in front of dealers quickly.
It’s interesting today that you can go to a dealer’s website to book a service appointment, or that when you travel you can book the exact seat you want to sit in on the airplane, but dealerships tell customers that they need to “go out to check and make sure the car is still there.”
While yes, there could be a situation where it’s a busy Saturday and the vehicle of interest is a popular car. But typically, systems are good enough to know if a car is available. So, when the average customer hears that you need to call them back, their immediate thought is that the dealer is not knowledgeable of their inventory or they are not being honest; a dooming thought either way, Immediate gratification and better customer service is demanded by today's customer.
Understanding that a majority of customers are now calling to ask if a car is available illustrates the need for training and focus on how to handle these calls above everything else. You can utilize CallRevu's free phone skills training to master the availability call at any time.
We believe that a great call starts with great data. Callrevu has gathered information from millions of calls. Our goal is to use this information to improve your customer’s phone experience and to help dealers fix their phones. Our next post in the Fix the Phones blog series uses this information to answer the question, “What are the top reasons customers call service?”
Want to learn the best practices for availability calls? Access CallRevu’s free training videos by clicking the link below!
Publish Date: February 21, 2017 5:00 AM
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|The 3 Step Approach to Success on the Phones||April 5, 2017 5:00 AM|
|Own the Bracket: Know Where Calls Fail||March 21, 2017 5:00 AM|
|Answering a Call with Transparency and Technology||March 10, 2017 5:00 AM|
|Why Customers Call Service?||March 1, 2017 5:00 AM|
|The Top Reason Customers Call Sales||February 21, 2017 5:00 AM|
|Fixing Dealerships' Phones||February 8, 2017 5:00 AM|
|A Great Call Starts with Great Data||January 3, 2017 5:00 AM|
|Phone Trees vs Live Answer: What’s best?||December 7, 2016 5:00 AM|
|Guest Blogger: Seven Call Stats That Every Dealer Needs to Know||November 16, 2016 5:00 AM|
|Now and Then: Most Recent vs. First 2 MM Call Report||October 19, 2016 5:00 AM|