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Unleash the Power of Your Phone

Everyone is obsessed with talking about the latest Chat or email solution for Dealerships to try. Most dealerships have a solution in place to handle chat and email and place a lot of focus on ensuring potential customers get the information they need in a timely and efficient manner. That is great and of course needed, but the conversion on these types of leads tends to be low as the prospect may still be in the research phase and not planning to purchase for up to 3 months. Basically, our goal is to turn what is essentially a warm lead into a hot prospect, ready to walk through the doors at the dealership and complete the deal simply by using the power of your phone.This leads us to our old, neglected and trusty friend, that we seem to have forgotten! The telephone, yes the phone. Considered by many as ancient technology, dealerships do little more than make sure they have a telephone to answer calls and really spend little if no effort on the customer experience. We spend time and money training on how to, and how often to, respond to emails and chats, but when was the last time your team received training on how to properly handle a phone call?According to a recent Media Hawk survey, when a prospect phones a dealership they are likely to buy within 48 hours! That makes for one HOT lead with a high conversion probability, if your team handles the call correctly. But leave the call on hold for more than 40 seconds, or handle it wrong, and they will often move on to the next dealership and the opportunity is lost.So train your team to know the basics:Do
  1. Fast Beats Slow – answer on the first ring!
  2. Answer with a smile – Tone of voice makes a difference!
  3. Ask for the contact details – give information, get information!
  4. Ask for the appointment – Invite them in.. Do not wait until the end of the call.
Don't
  1. Use jargon – The prospect doesn't know what it means
  2. Be distracted - give the person your undivided attention.
  3. Tell them to research on the internet – you should be their trusted source of information!
A small investment of time and energy will - unleash the power of your phone!
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Unleash the Power of Your Phone

Everyone is obsessed with talking about the latest Chat or email solution for Dealerships to try. Most dealerships have a solution in place to handle chat and email and place a lot of focus on ensuring potential customers get the information they need in a timely and efficient manner. That is great and of course needed, but the conversion on these types of leads tends to be low as the prospect may still be in the research phase and not planning to purchase for up to 3 months. Basically, our goal is to turn what is essentially a warm lead into a hot prospect, ready to walk through the doors at the dealership and complete the deal simply by using the power of your phone.

This leads us to our old, neglected and trusty friend, that we seem to have forgotten! The telephone, yes the phone. Considered by many as ancient technology, dealerships do little more than make sure they have a telephone to answer calls and really spend little if no effort on the customer experience. We spend time and money training on how to, and how often to, respond to emails and chats, but when was the last time your team received training on how to properly handle a phone call?

According to a recent Media Hawk survey, when a prospect phones a dealership they are likely to buy within 48 hours! That makes for one HOT lead with a high conversion probability, if your team handles the call correctly. But leave the call on hold for more than 40 seconds, or handle it wrong, and they will often move on to the next dealership and the opportunity is lost.

So train your team to know the basics:

Do

  1. Fast Beats Slow – answer on the first ring!
  2. Answer with a smile – Tone of voice makes a difference!
  3. Ask for the contact details – give information, get information!
  4. Ask for the appointment – Invite them in.. Do not wait until the end of the call.

Don’t

  1. Use jargon – The prospect doesn’t know what it means
  2. Be distracted – give the person your undivided attention.
  3. Tell them to research on the internet – you should be their trusted source of information!

A small investment of time and energy will – unleash the power of your phone!

Discover how Profit by Action is the right solution for your Automotive Dealership

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Develop Managers to Grow Your Bottom Lin...

Department Managers have an enormous impact on your Dealerships Profitability. That impact can either be positive, or negative. The choice is really up to you. We would never let the coach on the field without a playbook and a strategy, yet as an industry we let our managers “play” every day without the skills and support to manager their teams. Ask yourself “do I have a plan in place to ensure my managers have a positive outcome on the bottom line?”

Managers have so much influence over the daily operations of the business you would think we spend tons of time and money developing leaders who understand how the business operates, how we make money, deliver great customer experiences, get and keep great staff, plan the business, all of the essentials in running a successful department and dealership.

Unfortunately, we find there is no strategy or plan for these essential team members. Managers are just good people, doing the best they can with the tools provided. The average department manager has been promoted through the ranks (which can be a very positive thing) but actually never received training in how to be a manager and be successful in the job. Sure, we show them how to work the computer (a little), how to handle customer situations, and how to juggle, and say “get on with it”. But do we actually have a plan in place to improve their skill set, knowledge, and understanding of how to drive the business and contribute to the bottom line?

Here’s how to start turning the tide for your team and increase your managers skills and knowledge:

  1. Make it a topic of conversation – At your next Managers meeting ask the Managers where they believe they might benefit from additional training. Then act to fill the gaps.
  2. Create a training plan – Making Manager training a monthly habit drives the whole team forward and gives you a “Topic of the Month” to focus on with your team. For example, ASE’s Profit By Action training portal does all the work for you and provides a 12 month guided training and support plan for each Manager.  www.profitbyaction.com.  The Profit By Action training plan includes every topic a manager needs to be a success, from the basics of the business, to financials, to operations, to recruiting and managing the team.
  3. Follow up – At each Managers meeting have each Manager say 1 thing they learned that month and how they applied it to the business to drive the bottom line!

Take the 3 actions above and your team will have the competitive edge to drive profitability and increase your bottom line!

Questions or want to talk more? Message or email me andyc@aseamericas.com

Discover how Profit by Action is the right solution for your Automotive Dealership

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By clicking Submit, you are agreeing to receive email notifications on monthly specials. Quick Tips & new product development.

Profit by Action