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Will Someone Please Answer The Phone - 8th Digital Dealer Conference
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Will Someone Please Answer The Phone - 8th Digital Dealer Conference

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Presented by Gary Mitchell of DMEautomotive, "VBDC - Will Someone Please Answer the Phone" is a short presentation about handing inbound calls to a car dealership. …

Presented by Gary Mitchell of DMEautomotive, "VBDC - Will Someone Please Answer the Phone" is a short presentation about handing inbound calls to a car dealership.

Most Customer inquiries or responses - either for Sales or Service are conducted via a phone call.
Each phone call, inbound or outbound, has the potential to generate revenue and must be handled properly! However, dealership personnel is busy juggling many tasks and responsibilities so often the phone goes unanswered. The solution - implementation of a Virtual BDC.


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Transcript

  • 1. Will Someone Please Answer the Phone?
  • 2. Your Host
    Gary Mitchell
    Director of Telephony and Virtual BDC
  • 3. Agenda
    The Telephone – the Ongoing Challenge
    The Two-Edged Sword
    Current Realities
    The Real Problem and Impact
    The Real Challenge
    The Solution
    Why?
    Questions
  • 4. The Ongoing Challenge!
    “Will Someone Please Answer the Phone?”
  • 5. The Frustration!
    How many times do you hear this in your sales, Service or Internet department each day?
    If you hear it…then it means that the callers are also saying it on their side, which cannot be good!
  • 6. Phones - The Two Edged Sword
    Most Customer inquiries or responses - either for Sales or Service are conducted via a phone call
    Most dealership personnel are juggling many duties related to generating revenue and struggle with finding the time to…
    Answer the phone or page when a customer calls
    Return messages in a timely manner
    Proactively follow up with leads
    Prospect for new customers
    Each phone call, inbound or outbound, has the potential to generate revenue and must be handled properly!
  • 7. The Current Realities…The Operator
    The Typical Dealership Operator handles many duties and not always available to timely answer the phone because…
    • Answering and transferring inbound calls
    • 8. Handling “heat cases”
    • 9. Dealership Greeter
    • 10. Secretarial duties
    • 11. Most importantly… 1st Point of Contact for Most of Your Customers!
    Are You comfortable with this process in your dealership?
  • 12. The Current Situation!
    Dealers spend $1,000’s per month marketing to make the phones ring
    Fewer employees to answer phone calls due to economy
    Difficulty staffing during peak calling times
    Who do you ignore when the phone rings?
    The caller or the customer in the dealership?”
    Nothing can frustrate a caller more than being put on hold or having to leave a message when they are trying to spend money.
  • 13. Most Difficult Challenge!
    How do You know which Call to Answer?
    Most Callers are Shoppers…not Buyers
    Using the Internet for information
    Calling dealership to get questions answered
    Sense of urgency for answers…but not ready for a decision
    Interested…but not sold yet
    If their call is not answered promptly
    May call another dealer
    Loyalty has not been established
    Timely responsiveness is critical
  • 14. The Problem Defined….
    Each day…how many calls to your…
    Sales department are missed or not handled correctly that should have resulted in a sales opportunity?
    Service department are missed or not handled correctly that should have resulted in a service Appt?
    Most dealers will say somewhere between 5 and 15 inbound Sales Opportunities or Service Appointment calls are either not answered properly or mis-handled each day!
    Resulting in no new sales opportunity or service appointment being set
    Lost potential revenue
    Upset Customer or Prospect – CSI problems
  • 15. Financial Impact!
    Missed Opportunity Costs
    Sales Opportunities
    Service Appointments
  • 16. Why can’t we just Answer the Phone?
    Perfect solution if we were not…
    With a customer
    On the phone
    Away from our desk
    Very busy
    Or the Dealership is closed!
  • 17. The Solution – Outsourced Live Call Backstop Process
    Formal call-center based process that ensures that all or specific inbound calls are answered in a timely and professional manner to ensure immediate response and follow-up…24/7
    • Live answer after “X” number many rings or no answer – no calls missed
    • 18. Warm transfer calls to specific departments or personnel
    • 19. Set Appointments or capture feedback for Hot Leads
    • 20. Integrated with popular CRM systems – no additional input needed
    • 21. Effective dealership focused scripting designed for interacting with callers
    • 22. Email Appointment or Hot Lead data with audio recordings to dealership for prompt follow up
    • 23. Caters to the individual needs of the dealership, defined via enrollment
    • 24. Detailed web-based reporting
  • How does a Virtual Business Development Center Work?
    No Inbound Call is Ever Missed!
  • 25. Benefits of Live Call Backstop
  • 26. The On-Site BDC – Perpetual Obligation
    Why not use a Internal BDC?
    Maintaining and management of an on-site BDC can be very expensive as well as complicated…too many variables to control.
  • 27. Why Outsource Your Overflow BDC Processes?
  • 28. Questions?
    Thank you for your time today!

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