How to Handle Incoming Sales Calls
Who Should Attend:
Sales Consultants, BDC Specialists, Sales Managers
The telephone remains a critical part of the retail automotive industry. More and more potential customers are phoning the dealership in order to “beat the crowd” when inquiring about popular or high demand vehicles listed online. This is a “hot buyer”, and it is critical that the assigned persons answering the telephone do so with urgency, enthusiasm and a strategy. When a potential customer phones the dealership, they are ready, willing and wanting to buy!
Join us for this information-packed workshop and have your team leave eager to implement the dozens of tips, tools and fresh strategies learned. The workshop will provide participants with proven methods of capturing sales calls and developing effective call-back strategies that will dramatically increase your conversion ratio to APPOINTMENTS.
The new battleground for attracting customers relies on the ability of Sales Consultants, BDC Specialists and Internet/Digital Sales Managers to quickly form a relationship online, effectively reply to their e-mail and have customers wanting to visit your dealership as a result.
Over half of all customers will e-mail a dealership before actually visiting it. This is not only a convenient way to shop, but allows customers to make a decision as to which dealership to visit based on the following criteria:
- What people (really) want when they call the dealership
- Establishing a sales call mindset
- Sales calls DO’s and DON’Ts
- The 5 CRITICAL elements of replying to and capturing the INCOMING sales call
- How to engage a customer and develop a relationship
- The 5 CRITICAL elements of creating and placing a CALLBACK
- How to effectively reply to sales calls from the dealership’s used vehicle online listings
- How to effectively respond to the 5 types of INCOMING sales calls:
- Vehicle Availability (“Do you have the new… ?”)
- Further Pricing Information (”What would be the price and payment for a… ?”)
- Further Details (advertisement, vehicle information, technical/specs information, leasing, etc.)
- Trade-In Value (“What’s my car worth?”)
- Best Price Request or Quotation (“What’s your best price?”)
- How to effectively follow-up a sales call inquiry (how often?, what content? how long?)
Wye Management Fun Fact:
Wye Management created the very first E-Lead/ Internet training workshops in North America.
U.S. Automotive News featured the workshops on the cover and introduced manufacturers and dealerships to the “New World”.