Phone Skills - Second Edition | Dealership University™

Phone Skills Second Edition

You spend a lot of money to make the phone ring in your dealership, and we only have one chance to make a first impression. In this lesson, we cover how customers may have called other dealerships before calling yours. We’ll show your sales team how properly handling incoming calls and promoting appointments can help them sell an additional seven units per month on top of their regular business.

Lesson 2. Introduction
Did you know that up to 75% of incoming callers make a purchase within a week? Another interesting fact is that the majority of sales people never even get the customer’s name when talking to them. In this lesson, we cover how to interview customers, develop rapport, and get the vital information required to follow up and make more sales!

Lesson 3. Phone Number
Although the customers on the showroom floor must remain your top priority, the phone can be greatly responsible for increasing floor traffic. In this lesson, we will teach your sales people how to get each callers phone number, and how making outbound follow-up dials will allow them to sell more units and make more money.

Lesson 4. Interview
It is often called the “Inner-View” because, with less than 30 seconds to capture the customer’s key information on the telephone, it is crucial that we know which questions we need to ask and how to ask them. We’ll teach your sales team to have a plan going into every call that will result in more kept appointments.

Lesson 5. Worksheet
We’ve all heard the cliché: If it’s not in writing, it didn’t happen. We’ve been taught the importance of utilizing a worksheet with walk-ins, so why don’t we track phone-ups with a worksheet too? Keeping key customer information ensures there are no miscommunications, increases customer satisfaction, helps when reviewing deals with management, and is invaluable to assist with proper follow-up.

Lesson 6. Call Back
Your sales team has down time during the day. What should they do? Read the paper, clean the restrooms, or generate more sales leads? There are several key ways your sales team can utilize the phone for outbound dials to create more activities and generate more appointments.

Lesson 7. Appointment
Closing ratios jump to over 50% with kept appointments. In this extensive course, we will cover the specific word tracts that can be used to secure an appointment and make more sales.

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