While communicating through email is extremely commonplace, we want to highlight why the traditional phone call is still of immense value. The personal touch of a voice call shows customers that you care and connects them on a more personal level. Taking the time to make calls to your customers shows them that you place them before your lengthy to-do list.

At times this can extend to text messaging because of its immediate connection to the customer on the other end of the call. Letting your customers know that you’re not shy or intimidated to speak on the phone builds your credibility. When the time comes that they need to make another purchase, you want to be the first person they think of to call.

Having a plan before you make the phone call is just as important as the call itself. Plan out what you’re going to say before you pick up the phone. Know how to address an array of issues and have a planned response for how to leave an effective voicemail.

Because most shoppers research online first, then call before they come in to see the vehicle, it’s crucial to have impressive phone expertise. Know how to alleviate customer concerns and answer their questions in order to hold on to the sale.

Read our example of what to say when a customer calls about a pre-owned vehicle but is concerned about the mileage here.

If you increase their comfort level with the potential purchase by addressing their issues directly, you’re that much closer to getting them to come into the store. So don’t put it all on the table over the phone. Use the visual tool of an actual visit to their benefit. Once they can touch, see, and drive the vehicle firsthand, they’re more likely to imagine themselves owning it and have those kind of conversations with you in person.

Other pointers to keep in mind are:

• Don’t seem evasive or unwilling to work with the customer
• Establish trust & confidence by discussing their trade-in options

The Mar-Kee Group offers many video tutorials to help salespeople make the most out of phone calls and other important sales topics. To watch a demo video on Ultimate Phone Expertise, click here.

The Mar-Kee Group offers comprehensive sales training programs for both automotive, boat and RV. Find out how our training can help your dealership!

Richard Keeney
The Mar-Kee Group
888-300-4629
251-680-6633 (cell)
markeegroup.com