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Let's start off by properly introducing our two trainees. First we have Carol Shaefer with Gary Lang Auto Group in Michigan, and second we have Melanie Shead with Dallas Dodge Chrysler Jeep in Georgia.
This afternoon both ladies joined me on an online training session where we taught them the proper procedure for handling a phone-up. They really had some great questions.
I would like to get things kicked off with a before snapshot of Carol's phone technique. This is how she handled a call before any training: Carol's Call
We hope to have a before snapshot of Melanie for you shortly.
Stay tuned for more, this is going to be a lot of fun!
Jerry Thibeau
Phone-up Ninjas
585-749-2015
jerry@phoneupninjas.com
www.phoneupninjas.com
You are right, should be a lot of fun
Jerry Thibeau said:Let's start off by properly introducing our two trainees. First we have Carol Shaefer with Gary Lang Auto Group in Michigan, and second we have Melanie Shead with Dallas Dodge Chrysler Jeep in Georgia.
This afternoon both ladies joined me on an online training session where we taught them the proper procedure for handling a phone-up. They really had some great questions.
I would like to get things kicked off with a before snapshot of Carol's phone technique. This is how she handled a call before any training: Carol's Call
We hope to have a before snapshot of Melanie for you shortly.
Stay tuned for more, this is going to be a lot of fun!
Jerry Thibeau
Phone-up Ninjas
585-749-2015
jerry@phoneupninjas.com
www.phoneupninjas.com
Jerry, nice offer. Based on your sample "coaching" recording on your site I would have reservations. First you seemingly (based on the coaching module) teach sales people to lie to the customer, no sugar-coating it, it's a fact. Second, the strategies and tactics you teach are 30 years-old; those tactics weren't successful back then, they sure won't work now.
Most automotive telephone training is actually causing the problem. We’re talking incoming phone calls here, but that holds true for other aspects of our business. Most telephone training kills the chance of creating an appointment from the incoming call.
The Caller wants something from the sales consultant – what is it?
1. They want to ask questions and get answers.
2. They want to start the process of elimination.
3. They are trying to be as dispassionate as possible (be responsible) before they come in and pick out a car.
4. They are trying to save time.
In doing all of the above the customer also comes to a totally emotional decision on where to actually go in and look at a car. After all, all new cars cost the same to the dealer and most dealers have the same cars.
So callers are consciously looking for specific answers but subconsciously are looking for a good feeling; wondering if they would be better off at the store they've called than any other store. What most telephone training encourages are strategies that create a feeling but it's the wrong feeling. Only a small percentage of callers visit a store; because the sales people are taught to handle the call in a manner you're suggesting. Evade, block, answer a question with a question, lie to the customer, work them for a name and number, put them on hold, etc. - you wouldn't put up with it if you called a place to get information, why do you expect an automotive prospect is going to respond any differently?
There is supporting evidence. For example, it’s practically impossible to get salespeople to say what they are trained to say. That‘s significant because the single most reliable indicator that something does not work is the fact that people will not use it. There may be initial resistance, but almost anything that makes a job easier is quickly adopted. Secretaries balked at word processors, service techs disliked engine analyzers, and everybody hated email, at first. But nobody is asking for a return to typewriters, timing lights and “next day” delivery. Salespeople are no less interested than other people in finding an easier way. (It is often said that they are more interested.) So if what they were trained to say really made prospects more cooperative and more inclined to buy, then the best salespeople would always say it. But it never does, so they never do.
I'm sure you're a fine and well-intentioned fellow; but you've been mislead by the "industry experts" who have mentored you. It's 2010.
I am not going to let this thread be hijacked. I started a new thread to deal with Steve Richards. My reply to Steve Richards
Steve Richards said:Jerry, nice offer. Based on your sample "coaching" recording on your site I would have reservations. First you seemingly (based on the coaching module) teach sales people to lie to the customer, no sugar-coating it, it's a fact. Second, the strategies and tactics you teach are 30 years-old; those tactics weren't successful back then, they sure won't work now.
Most automotive telephone training is actually causing the problem. We’re talking incoming phone calls here, but that holds true for other aspects of our business. Most telephone training kills the chance of creating an appointment from the incoming call.
The Caller wants something from the sales consultant – what is it?
1. They want to ask questions and get answers.
2. They want to start the process of elimination.
3. They are trying to be as dispassionate as possible (be responsible) before they come in and pick out a car.
4. They are trying to save time.
In doing all of the above the customer also comes to a totally emotional decision on where to actually go in and look at a car. After all, all new cars cost the same to the dealer and most dealers have the same cars.
So callers are consciously looking for specific answers but subconsciously are looking for a good feeling; wondering if they would be better off at the store they've called than any other store. What most telephone training encourages are strategies that create a feeling but it's the wrong feeling. Only a small percentage of callers visit a store; because the sales people are taught to handle the call in a manner you're suggesting. Evade, block, answer a question with a question, lie to the customer, work them for a name and number, put them on hold, etc. - you wouldn't put up with it if you called a place to get information, why do you expect an automotive prospect is going to respond any differently?
There is supporting evidence. For example, it’s practically impossible to get salespeople to say what they are trained to say. That‘s significant because the single most reliable indicator that something does not work is the fact that people will not use it. There may be initial resistance, but almost anything that makes a job easier is quickly adopted. Secretaries balked at word processors, service techs disliked engine analyzers, and everybody hated email, at first. But nobody is asking for a return to typewriters, timing lights and “next day” delivery. Salespeople are no less interested than other people in finding an easier way. (It is often said that they are more interested.) So if what they were trained to say really made prospects more cooperative and more inclined to buy, then the best salespeople would always say it. But it never does, so they never do.
I'm sure you're a fine and well-intentioned fellow; but you've been mislead by the "industry experts" who have mentored you. It's 2010.
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