You never hear a prize fighter say he fired his trainer directly after he won the championship belt, right? Well, that's why it's important to continue coaching and training the salespeople and BDC employees. Even after they seem to have mastered the phones and their appointment set rate is off the charts, continued coaching and training are paramount. This is what keeps them sharp!
As your dealership moves toward a nearly perfect appointment schedule, setting an appointment from every call or at least asking for one, you may think it's okay to rest on your laurels. However, this is the exact time to push harder with your training. Have your sales team run calls with each other, practicing every day how to handle difficult callers and different situations.
To ensure your sales team is working to their highest level, you must ensure your dealership is applying what you've learned during your training. Review key principles at your sales meetings. Ask your sales team how they would handle specific situations over the phone, such as how to answer questions about credit, best prices, or even reluctance to set an appointment.
Training your dealership Sales Consultants and BD Agents isn't only about the phone calls, as this training will positively impact all customer-facing communications. As a Sales Manager, you also want to make sure you're running through proper emailing etiquette, how to handle outbound calls, and how to leave an enticing message that'll ensure a callback. It's important to cover these different facets of dealership culture and ensure your team always works to improve.
Reviewing calls with each of the members of your sales team is an excellent means by which you can keep your training and coaching fresh. With Phone Ninjas Dealership Sales Coaching, each call is submitted to the sales associate for review. Pick a call a week and listen to the coach's critique with them. Take heed of what the coach is saying and make sure your team member understands the direction.
If your Sales Consultants are being coached by Phone Ninjas, monthly one-on-one sessions can help your sales team keep their skills fresh. These unique calls, performed by one of our coaches, can function in many different ways. Traditionally, our coach will review past coached calls and then walk the sales associate through parts of the script where they have an opportunity to improve. However, we also like to ensure that they're running through the script in a role-playing fashion. This is the beauty of ongoing coaching, it's always fresh and relevant!
If you haven't already hired us at Phone Ninjas to help with training your Sales Consultants and BD Agents, it's not too late to do so. To get started, submit your dealership for two complimentary Mystery Shops.