{"id":2772,"date":"2017-06-28T09:00:05","date_gmt":"2017-06-28T13:00:05","guid":{"rendered":"https:\/\/www.autoraptor.com\/?p=2772"},"modified":"2017-06-28T09:00:05","modified_gmt":"2017-06-28T13:00:05","slug":"car-sales-phone-training-tips-might-losing-leads","status":"publish","type":"post","link":"https:\/\/www.autoraptor.com\/blog\/car-sales-phone-training-tips-might-losing-leads\/","title":{"rendered":"5 Car Sales Phone Training Tips: Why You Might Be Losing Leads"},"content":{"rendered":"

\"car<\/h2>\n

In car sales, phone training can mean the difference between making money and waving goodbye to potential customers<\/h2>\n

It\u2019s time for a reality check: If you think your dealership is converting the majority of its calls into cash, there\u2019s a good chance that you\u2019re wrong.<\/p>\n

According to an IHS Automotive analysis, 84% of a dealership\u2019s inbound sales calls do not get converted<\/a> to a sale by that dealership. This data was based on the performance of over 540 dealerships nationwide over a one-year period.<\/p>\n

Sure, there will be times when you\u2019re fighting a losing battle\u2014a customer simply isn\u2019t ready to buy, or you don\u2019t have the exact vehicle they\u2019re looking for\u2014but there are plenty of opportunities that get lost in the hustle and bustle of dealership life for silly, fixable reasons. By identifying the issues and prioritizing car sales phone training, you\u2019ll be saving those leads in no time.<\/p>\n

Car sales phone training: What you can do to convert more sales calls into satisfied customers<\/h3>\n

1. Fix your phone system<\/strong><\/p>\n

When someone calls your dealership, how long does it take them to get in touch with someone who can help them? Do you even know? Do some secret shopping every once in a while when you aren\u2019t in the dealership and call from a number your \"caremployees don\u2019t know.<\/p>\n

See how long you\u2019re on hold, being transferred, and (hopefully) getting answers to questions. You won\u2019t know what needs to be fixed until you experience the phone system from the point-of-view of a real customer. The calling experience should be as quick, easy, and streamlined as possible.<\/p>\n

2. Don\u2019t negotiate on the phone<\/strong><\/p>\n

When you share these car sales phone training tips with your sales team, be sure they know they don\u2019t need to sit on the line and negotiate with a caller. If someone is calling to find out a price and then engage in a little friendly negotiating<\/a>, there\u2019s a solid chance they\u2019ve already found a car they want at a different dealership, and they\u2019re trying to get a price they can get the other dealership to commit to.<\/p>\n

When you negotiate on the phone, you\u2019re wasting your time and missing out on legitimate leads. Try to set an appointment and get the person in the dealership\u2014otherwise, don\u2019t bother.<\/p>\n

3. Relax with the sales pitch<\/strong><\/p>\n

If a customer calls with a few questions<\/a>, fight the urge to go into super salesperson mode. Be polite, patient, and helpful; when the you’ve answered the customer\u2019s questions, try to set an appointment with them if it\u2019s appropriate. Don\u2019t take the questions as a signal that you should launch into your list of qualifying questions\u2014if you get too intense during the first phone call, you\u2019re going to drive leads away, not \"carconvert them.<\/p>\n

4. Get a caller\u2019s info up front<\/strong><\/p>\n

When you take a sales call from an unknown prospect, it can be tempting to just jump into the call to find out what they need. However, if you don\u2019t have his or her name and contact info, try to get that right off the bat. Ask their name up front to build rapport, and follow that by saying \u201cand can I please get your phone number just in case we get disconnected for some reason?\u201d<\/p>\n

The number can be helpful if you get disconnected, but it could also come in handy if you can\u2019t help the person with their request initially\u2014like you don\u2019t have the car they\u2019re looking for, or don\u2019t have the noon test drive appointment they were hoping to get during their lunch break\u2014but after you hang up, you realize you can accommodate them. For example, your boss tells you you\u2019re getting that model they wanted in two days, or your noon test drive cancels at the last minute.<\/p>\n

5. Don\u2019t send calls to salespeople who are on the floor\"car<\/strong><\/p>\n

In today\u2019s fast-moving world, time is of the essence. If the receptionist forwards a call to a salesperson that isn\u2019t even at his or her desk, that calls goes to voicemail and could get lost forever. Salespeople should take turns being on phone-only shifts (even just one or two hours at a time) so that all callers can immediately speak with experienced, knowledgeable sales people instead of hanging up and calling a competitor.<\/p>\n

Car sales phone training isn\u2019t just a one-time topic for an upcoming sales meeting<\/a> \u2014 it should be a recurring training topic that all employees are involved in. Every inbound sales call has the potential to turn into money\u2026do you really want to lose out because your team doesn\u2019t know how to manage and nurture those leads?<\/p>\n

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