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4 TIPSfor

SALESMAN SUCCESSON THE PHONE

STUD OR DUD?

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Connecting more calls.

Requesting appointments.

Setting firm appointments.

Monitoring live conversations.

ave you ever listened to one of your sales guys’ calls? If you have, chances are it wasn’t pretty. If you are actively listening to your team’s calls, it’s likely that you aren’t able to keep up with each and every call that comes in and out of your dealership. That’s okay! Your call tracking provider (if it’s not the average commodity call tracking) will provide you with meaningful information and data about each and every call.

In sorting through millions of calls ourselves, we’ve discovered the 4 parts of every conversation that are most crucial to pay attention to and master in order to improve your business.

H

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You may think this may be a no-brainer, but make sure your team is picking up every single inbound call. Unfortunately, we know that a whopping 39% of all inbound sales calls into dealerships fail to ever reach a qualified employee!

Connect more calls!

Try a phone bridge to help alleviate call volume to the receptionist, and direct your customers straight to the department they are seeking.

Use a multi-ring that rings every single sales guy’s phone until someone picks up.

Hire more people to man the phones! Easy enough, right?

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4 out of 5 callers are NEVER asked in for the appointment! That seems crazy to us since customers only decline an appointment 12% of the time.

Request the appointment

Your goal should be to give two appointment options, because it makes callers feel like they’ve already agreed to an appointment.

Keep in mind that you aren’t going to sell a vehicle over the phone. Invite them to your dealership even if you don’t have the exact car yet.

If you forgot to ask for the appointment on previous calls, follow-up with those customers!

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Firm appointments are always better than soft ones. 90% of customers will agree to a soft appointment when asked, but getting those customers to actually show up is a whole other story.

Set the firm appointment

Have the customer commit to “Wednesday at 3:30 pm” rather than “Sometime this week” to make them more likely to come to your dealership.

Follow-up via email with the date and time so they can add it to their Google calendar. Google calendars remind customers ten minutes to an hour before their appointment time.

Don’t think that merely increasing the calls you make and take will increase your appointments. You can’t book more appointments unless you ask for them!

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It’s all about quality, not quantity. Outbound calls don’t reach their intended target a monstrous 86% of the time!

Outbound live conversation

Don’t only focus on the total number of outbound calls your guys make per day. Shift your focus to the live conversation actually happening on the calls.

If one of your salesmen makes 300 outbound calls but only connects with three people, that shows that they are not using the phone correctly.

Make sure your team is calling prospective buyers at optimal times during the day. A good rule of thumb is not to call before 9 a.m., during the lunch hour or after 5 p.m.

www.carwars.com | 855-424-0308

When you properly utilize your call tracking and pay attention to who’s performing well on the phone, your team will naturally be more intentional with their calls when they know they are being monitored. Find the pain points happening on the phones and work with each sales guy to improve their skills.

We tested our above tips and tricks with over 300 dealerships, and the results were shocking. By focusing on the 4 important metrics above, they were able to:

Get a major revenue boost.

more per year.

Lock down 6 more sales per week.

1 2 3 654

Book 4xmore appointments.

See the case study here for more information.

Own the Phone with

Want to dive deeper into improving your phone performance? Car Wars will help you Own the Phone through:

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MISSED OPPORTUNITY ALERTSIf a call is mishandled, we’ll notify the right people at your store for immediate action.

REPORTS THAT DRIVE ACTIONUnderstand which marketing efforts are driving the best leads and how well your store is handling those leads.

A SCOREBOARD COMPETITIONCompete against a different dealership each week. Own the Phone and win the game!

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