Increase Appointments That Show in Your Dealership
Key Points:
Customer interactions must be documented in CRM
Managers must document information acquired about every customer
Maintain personalized relationships with CRM notes
Customize the sales experience
Use CRM notes for sold and unsold customers
Collect information and document in CRM during these times:
Manager appointment conformation phone call
Manager greets the prospect face-to-face
Manager takes a T.O.
e-Dealer Solutions In Dealership Training Workshops
Sets realistic daily goals so numbers rise and stay consistent
Increases dealership team understanding of how to handle phone calls
Helps identify solid processes
Offers structure to phone calls, voicemails, emails, texts and videos
Increases set appointments
Increases on time appointments
Streamlines the sales process
Increases CSI and positive online reviews
Reduce Turnover
New hires and existing sales teams need to know how to handle internet opportunities and phone calls. Sometimes, managers and team leaders aren’t always knowledgeable on the latest strategies to increase phone/internet conversions. Here are some tips from our online sales training modules. Please share with your team.
Customer driven obstacles tend to form early on phone calls and email only relationships. To reduce this from happening, try remodeling your current phone call approach.
Action 1. Right away state you are “in charge of customer experiences” and your intention is to make sure they have a professional and time efficient experience. You will be helping to achieve this.
Action 2: Use closed-ended (and relevant) questions to steer the conversation.
These small changes will ensure you are managing the call and not the other way around.
As a manager, sharing sales tips relevant to sales teams roles on a daily and weekly basis will help your team stay in the know and give them new ideas to implement so you can expect greater results from your follow ups!
Online Sales Training
We help salespeople understand how to set appointments and get them to show on time. We believe in helping people succeed and our resources will help any new hire on board effectively with the tools to succeed.READ MORE ABOUT OUR ONLINE TRAINING
Statistics
“Dealers cannot profitably create and keep customers without a talented and dedicated workforce.”
Only 33% of salespeople make the three-year tenure mark.
67% is salesperson turnover
Source: * National Automobile Dealers Association, 2016 Workforce StudyExperience-Based Selling Tips
We now know that 70% of customers purchase something different than they originally intended to. We find this to be legit with walk-ins, internet leads and incoming sales calls. Knowing this, we suggest two things:
Avoid boxing customer into one vehicle option.
Seek to identify hot buttons, deal breakers and flexibility during your conversation.
By taking these two actions you will prevent lost opportunity because the customer was primarily interested in a vehicle you do not have and now you can avoid saying, “No, I don’t have that car but can I help you with some other options?”
Take Action
Here are some aspects to address as you maintain relevancy in your dealership sales processes.
Personal video walk around content- pre sales process
Identify specific texts to use in pre-sales process
Process for customer that is on-site and waiting – (i.e. salesperson is pulling second vehicle)
Identify informative videos on vehicle lineup (video library) for tablet use with customer
Modernize early manager introduction that uses CRM notes from appointment setter
Dealership Disruption
The “Buy it Now” button is growing in popularity on Dealership websites and is super relevant for what buyers want from dealerships and the sales process.
We believe the “buy it now” button will grow heavily indicating the importance to streamline the sales process for the consumer. The sales processes must adapt to highlight the ease of viewing a vehicle, receiving a demonstration of the latest technology and safety features, driving a vehicle and purchasing a vehicle. Once the dealership culture shifts to high level customer service verbiage and actions the consumer will begin to trust the process and people more. We believe that offering more custom services (off site test drives/deliveries/72-hour buy-back/buy it now/selecting finance options and accessories as well as processing the deal online or through an app) that promote customer service and professionalism will attract more satisfied customers and hopefully in time continue to turn the reputation of the auto industry into a more trusted establishment.Companies We Are Diggin’ On Right Now
SnapChat. Why? Because of the filters! Wouldn’t it be great if we had filters for all of our pictures and videos? OK so here’s some reasons we love Snap for the sales process:
You can get your very own filter with your dealership name to use on your pics
You can take pics/shoot videos and layer your dealership filter on the pic/vid
You can personalize pics/vid’s with your BitMoji so customers who are still getting to know you can see a softer, more human side to you….OK and fun side! LOL
You can add so much life to your pics/vid’s by using the stickers to emphasize your love for the vehicles (or show off how awesome you are!)
Save to your camera roll and text/email these amaze pics/vid’s to your next customer
