Are we handling our leads like we should? - DealerELITE.net2024-03-28T12:27:10Zhttps://www.dealerelite.net/forum/topics/are-we-handling-our-leads-like-we-should?feed=yes&xn_auth=noYou're right Jason. "I have t…tag:www.dealerelite.net,2013-03-15:5283893:Comment:3605212013-03-15T18:38:24.321ZMel Bayohttps://www.dealerelite.net/profile/MelBayo
<p>You're right Jason. "I have to make sure it's still available, give me your name and number, I'll call you right back" is indeed off-putting for anyone's customers. Also, this strategy invites them to immediately dial the next dealer on the Search Results Page. It's no surprise that when you do call back no one picks up. They've probably already set an appointment with the guy down the street and are on their way there.</p>
<p>"I'm confident it's still available..." is a great way to begin…</p>
<p>You're right Jason. "I have to make sure it's still available, give me your name and number, I'll call you right back" is indeed off-putting for anyone's customers. Also, this strategy invites them to immediately dial the next dealer on the Search Results Page. It's no surprise that when you do call back no one picks up. They've probably already set an appointment with the guy down the street and are on their way there.</p>
<p>"I'm confident it's still available..." is a great way to begin an answer to the caller's question about availability, and I'd be careful about finishing with "what other questions do you have about it?" The reason is the question is so open that it might invite a price objection too early in the call. </p>
<p>Everyone is better at guiding a conversation, overcoming objections and closing when they have established rapport/trust with their caller. So you could say, "I'm confident it's still available and I'll check on that in a moment. By the way, what made you pick this particular <model>?" Now they can talk with you about their needs and wants, you'll have the opportunity to build that rapport, and you'll discover information you can use to overcome price objections if they do come up after you've asked for the appointment. The point is you'll often set appointments without having to get into price. </p>
<p>Yes, that question might sound like it comes from a scripted call guide. And I agree with Stan that everyone will have their own style. When call training is too highly scripted it doesn't take into account all the possible scenarios that might surface. The challenge though, is that sales staff often take statements like these to mean that they can handle calls their own way and they wing it. </p>
<p>There has to be a certain amount of practice so that effective concepts are internalized and no one is flying by the seat of their pants. Repetition provides a sound foundation for improvisation. And after your staff has the Basics down, that's when you should definitely customize.</p> Awesome comment! Thanks!tag:www.dealerelite.net,2013-03-08:5283893:Comment:3592572013-03-08T19:26:22.484ZJason Barneshttps://www.dealerelite.net/profile/JasonBarnes
<p>Awesome comment! Thanks!</p>
<p>Awesome comment! Thanks!</p> Bravo!!! I am glad to see so…tag:www.dealerelite.net,2013-03-08:5283893:Comment:3593432013-03-08T19:12:01.522ZStan Sherhttps://www.dealerelite.net/profile/StanSher83
<p>Bravo!!! I am glad to see someone think outside the box. I agree that traditional phone training really does not work anymore. I think we need to take the traditional phone training basic methods and modernize them to fit our own personality. No matter whom you train phone skills they will never sound like you anyway. It varies by voice, style, word choice, attitude, mood, and many other factors. This is why I am not a fan of traditional call coaching where a company trains their…</p>
<p>Bravo!!! I am glad to see someone think outside the box. I agree that traditional phone training really does not work anymore. I think we need to take the traditional phone training basic methods and modernize them to fit our own personality. No matter whom you train phone skills they will never sound like you anyway. It varies by voice, style, word choice, attitude, mood, and many other factors. This is why I am not a fan of traditional call coaching where a company trains their people their basic phone script and then coaches calls based on the specific outline. The reality is that all calls are different and the situation may perhaps be different. I believe that a dealership or BDC within the dealership needs to evaluate their marketing efforts and create their own phone scripts or processes that work. They need to figure out what to measure in the calls for effectiveness. Cut out what does not work and take the best practices, stick them together and manage it. Train your people a few times a week and listen to the calls. If the marketing changes because you send out direct mail, prospect local businesses, or even do some traditional advertising you need to have a custom game plan.</p>