I am amazed when making inquiries at the tonality of the person answering the phone. Although some are cheery and seem genuinely happy to assist you they are few and far between. These calls are being made to people in the "customer service" entities of the businesses I select to contact- particularly the automotive business.
I contacted a particular dealership and one of the sales people answered the call. What I got was "Sales" in a tone of voice that it was an imposition…
Do you spend massive amounts of time cold calling leads with little results? There's a simpler, more sophisticated way to reach your prospects on their phones without the time investment that cold calling takes.
This method can also be combined with email and other digital channels to send similar messages across multiple channels,…
What happened to phone etiquette? Is texting to blame for our apparent lack of interest in voice-on-voice interaction, and our apparent amnesia about how the conversation should flow? I’m blown away every time I call a business and receive an answer of “Hello?” It happens fairly frequently and each time I’m sure the recipient can feel my discomfort when I have to…
One of the biggest lessons I learned when working at the dealership was that you can't do the same things on the phone or in chat that you would do when you're talking to a person face-to-face. We often discuss controlling the transaction and leading our customers down the right path, but if they're not in front of you, the control-factor is often…
Most car Salespeople are unaware of the value that phone ups bring to their business. The phone up is the most reliable source for Customers who will end up buying a car. Because of this it is…
I'm very proud of the study our team just released that tracked and graded over 400 Automotive Mystery Shops for 30 days. In the study, we read every email and listened to every voicemail. Also, we graded dealers' REAL response time: that is, the time it takes them to actually pick up the phone and call the prospect. Since we used a valid, working…
You: “Hi Mr. Customer, it’s me John from ABC Chevy and I just wanted to follow-up with you to see if you are still in the market for that 2010 Chevy Silverado that you e-mailed me about yesterday? I have a 2PM appointment slot open just…
Wanted to share an article in the latest Edmunds' Dealer Newsletter. We had the pleasure of working with Jerry Thibeau of Phone Ninjas on this important topic and he was kind enough to share his process. I think it points out the importance of proper phone training and customer shopping awareness…
OK.... here it is.... the vast majority (and I know you may be the exception!) of talented Sales Reps, and Sales Managers flat out suck on Sales Calls. Don't throw rocks at me yet....
The most common successful Sales Rep is a great influencer.... super at helping customers make good choices and delivering units. In fact, if it weren't for the common disease we seem to share (and I come from the floor), A.D.D., we would all be lawyers. If it weren't for our other…
With the next Digital Dealer Conference promising to be chock full of the latest in Digital and Social Marketing strategies, I can’t help but ponder the obvious. We are learning great new ways to drive traffic to our dealerships with the commitment that the buying experience will be extraordinary. And the good news is its working! For too many of us, the bad news is the same…..its working.
How to leave Messages that generate business for your dealership?
We have found that most dealerships get one phone number when speaking to customers. In addition to this fact they usually have only the home number. Due to this fact our BDC’s need to make a large volume of calls in order to speak to a small volume of customers.
What this means is we need to leave a large volume of messages for customers. Due to this fact we have also developed a number of tactics to improve…
Mike overy of the BDC experts will show your sales, service and BDC team how to reach more customers. After over 20 years teaching dealers we have found that contact ratios are as follow.
100 Calls 20-30 contacts and 4-8 appointments with one contact number.
These numbers are of course based on a trained BDC staff member calling sales, service or internet customers.
We are asked by customers, clients, owners and sales and…
We have been working with salespeople, managers, service staff, and business development representatives for many years now. All of the people we work with including sales and service managers at dealerships understand the importance of multiple phone numbers.
If you had multiple phone numbers for every customer, could you reach more customers in a day?
Would you sell more cars and set more service appointments?
Then why is it that when you get a customer on the…