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Perfect Your Team's Phone Skills to Increase Auto Sales - CallRevu - ContactCenterWorld.com Blog

Perfect Your Team's Phone Skills to Increase Auto Sales

It can take many years to master being the best of the best. It took a few box offices blunders and six prior nominations for Leonardo DiCaprio to finally win Best Actor. Long before he tangled with a bear, DiCaprio was seen in movies that were far beyond just a ‘near miss’ for an Oscar. Just one year after his smashing success in Titanic, the budding superstar did The Man in the Iron Mask, a remake of a Three Musketeers “adventure” that offered bad french accents and little to no adventure.

The point here is practice, makes perfect.  

Are you mastering being the best of the best on the point of contact that could make your dealership a superstar, the phones? We know that on average 1 out of 3 potential customers don’t connect with their intended party when calling dealerships. You don’t need an Oscar nomination as motivation to make the most out of the leads you already have calling.

Don’t spend more to get more. Fix the phones in 4 steps:

1.  Relate to your audience:

Start communicating with customers using multiple methods, by texting. Not everyone has time for a phone call, and even if they do, most prefer texting. With the average consumer checking their phone 43x a day, it’s easy to tell that smartphones have changed the way people communicate. And, your customers are already texting you, you just don’t know it. Meet your customer where they want to be met.

2.  Get the whole story:

You’ve heard that every $100 you spend on advertising is turned into $33. Why? Because on average, 33 of every 100 inbound calls that ask for sales never reach an agent. Of the 67 that do connect, 51% are never asked for their contact information. Thus dooming your CRM. Train your sales reps to be disciplined enough to earn, ask, and receive caller information when they call.

3.  Prepare your cast:

Make sure your employees are equipped to handle various selling scenarios. Outbound follow up is hard but necessary. 48% of salespeople never follow up with a prospect, but 80% of sales are made on the fifth to twelfth contact. Train your team and help to support them so they are able to get comfortable with the uncomfortable. Role play outbound call back scenarios, help your team develop good questions to ask when they connect with customers, and encourage them to use their personalities over scripts. Smiling and dialing can be successfully accomplished with a little skill and a lot of enthusiasm.

4.  Be your own critic:

Just like the actors watch their own films before releasing to the public, you should know how your team sounds on the phone. Listen to your calls, they might please you, surprise you, or make you cringe. One thing is certain, they will reveal adjustments that need to be made to improve phone handling process and skills.

In the case of Leo's success, knowing his lines was critical. But for auto dealers, it's encouraged to go off script, because your phone agent's personality is their key to building rapport with customers. That rapport allows them to have familiar conversations that lead to more auto sales. 

Make the most of the customers and leads who are already calling your dealership. They are interested; they’ve done the hard part and called you. Be the best of the best. Be the Leo at the 2016 Oscars and fix your phones. Wouldn’t that Oscar just look great on your desk?

Perfect your team's phone skills to increase auto sales with our Expert Guides to Phone Call Handling: 


Happy DiCaprio gif credit: Dana Heyward on Global Grind.  

Source: http://www.callrevu.com/blog/perfect-your-teams-phone-skills-to-increase-auto-sales

Publish Date: March 1, 2016 5:00 AM


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Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
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Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

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Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
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View more from CallRevu

Recent Blog Posts:
The 3 Step Approach to Success on the PhonesApril 5, 2017 5:00 AM
Own the Bracket: Know Where Calls FailMarch 21, 2017 5:00 AM
Answering a Call with Transparency and TechnologyMarch 10, 2017 5:00 AM
Why Customers Call Service?March 1, 2017 5:00 AM
The Top Reason Customers Call SalesFebruary 21, 2017 5:00 AM
Fixing Dealerships' PhonesFebruary 8, 2017 5:00 AM
A Great Call Starts with Great DataJanuary 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 KnowNovember 16, 2016 5:00 AM
Now and Then: Most Recent vs. First 2 MM Call ReportOctober 19, 2016 5:00 AM

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