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But you can increase your closing percentages |
 According to an NADA study, appointments close at nearly double the rate of walk-in shoppers. And to be effective at setting appointments, you'd better know how to handle the telephone. The first thing you need to do is establish a process for connecting the customer to a qualified sales professional. This may sound simple, but try calling a dealership and asking for a salesperson. The common response you'll get is, "Hold please", and if you're lucky, you'll get someone to pick up the phone in about 5 minutes. Customers won't wait that long so be prepared. Next, use a script that includes the following best practices:
- Identify yourself by name.
- Ask if the customer is calling about the special sale you're having (there's always one so take your pick).
- Ask specific fact finding questions in order to take control of the call. Focusing on features and equipment is a good starting place.
- Diffuse any sense of pressure the customer may feel by saying, "You don't have to buy today, do you?"
- Advise the customer that you will need to check the inventory and that it will take just a few minutes. Ask, "Are you calling from home or work?"
- After obtaining the phone number, ask for the first and last name.
- Ask if they would like to hold for a moment while you check availability, but don't leave them holding for more than 10 - 20 seconds.
- Inform the customer of the great selection you have available and offer to set an appointment by providing options.
- Finally, make sure you have the customer write down your name and phone number.
Of course matching tone of voice and pace are good things to do when using the phone. And smiling can be 'heard' even through miles of telephone lines. Telephone skills should be on everyone's list of priorities if that person intends to be successful in sales. Practicing your skills with your partners and friends will help you hone your skills to perfection. Here's to your success! Good on the phone? Tell us your success stories by clicking here. |
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For more information or should you have any questions please contact:
shawn.ryder@autouniversity.com© 2008 Auto University - A Division of Ted Ings Group, Inc. All Rights Reserved 
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