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Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
Phone Skills that Sell
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Phone Skills that Sell

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Whenever you talk on the phone with a customer, a sale is on the line. How you manage the conversation determines whether you make a connection and set the appointment – or forward the caller to your …

Whenever you talk on the phone with a customer, a sale is on the line. How you manage the conversation determines whether you make a connection and set the appointment – or forward the caller to your competitor. This webinar examines the tactics that help you leverage your most important asset in internet sales – the telephone – to win more deals. For the full audiovisual presentation, visit dealers.cars.com.

Published in: Automotive, Technology, Business
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Transcript

  • 1. Phone Skills that Sell
  • 2. Welcome • Have a question? Need our attention? • Enter your question or comment by clicking on the question mark in the lower right corner of the WebEx browser • Tweeting today’s call? Use #dalive. • Want a recording of today’s presentation? • Visit http://dealers.cars.com/live on Monday2
  • 3. Webinar Audio • To hear the audio portion for today’s webinar: • Turn up your computer speakers • Use a pair of headphones • Having audio problems? • Request a toll-free dial-in number for the WebEx teleconference3
  • 4. Today’s Moderator Kathy Kimmel • Director of training, Cars.com • 20 years automotive industry experience • Connect with Kathy: dealers.cars.com/facebook dealers.cars.com/twitter4
  • 5. Today’s Panelist Grant Cardone • Cardone Training Technologies • Los Angeles • gc@grantcardone.com • 800-368-5771 • grantcardone.com5
  • 6. Today’s Panelist Carla Wade-Williams • Internet sales, ecommerce manager • Mercedes-Benz Manhattan • Manhattan6
  • 7. Objectives • Develop phone scripts or word tracks that engage car buyers in an ongoing dialogue • Monitor and evaluate calls to ensure ongoing sales success • Turn email leads and online chats into meaningful conversations • Leverage the phone for follow-up with Internet customers • Leave voicemails that get returned7
  • 8. Phone Skills Drive Sales • With Internet shoppers, the phone is an essential sales tool: • Inbound calls • Outbound calls • Email and online chat follow-up • Cars.com shoppers are three times more likely to contact you by phone than email*8 * Cars.com Internal Reporting, July 2008
  • 9. Be Prepared for the Call • Open your online listings to be on the same page with Internet shoppers • Listen and talk carefully to understand buyers’ needs and build rapport • Know your phone scripts or word tracks to increase your chances of scheduling the appointment9
  • 10. Skill 1: Give Information to Get It • How do you develop phone scripts/word tracks? • How do you encourage shoppers to provide their name and contact information? • How do you move shoppers from email/online chat to the phone? • What tools do you use to log car buyers’ information?10
  • 11. Skill 2: Ask for the Appointment • What reasons do you give shoppers to visit your store? • What information do you request and provide so car buyers keep appointments? • How do you confirm the appointment? • How do you follow-up? How do you handle missed appointments?11
  • 12. Skill 3: Make the Perfect Match • What additional cars do you present based on the lead submitted? • How do you use car buyers’ information (e.g., wants, needs and budget) to open your inventory to other makes/models?12
  • 13. Skill 4: Set Your Store Apart • How quickly do you respond to inquiries? • How do you handle questions about: • Pricing • Trade-in values • Availability • What voicemails generate the most return calls? • How do you lead shoppers to want to buy from you?13
  • 14. Skill 5: Fuel Your Business • How do you use outbound calls to drive sales from: • Unsold showroom • New-car, lease customers • Service department, body shop • How do you use automated marketing tools to drive inbound calls?14
  • 15. Skill 6: Train, Monitor, Repeat • What training do new employees need? How often should additional training be provided? • Who monitors calls? What tools do you use? • How often are calls monitored? • How do you share feedback to improve sales performance?15
  • 16. Review • With internet advertising, the phone remains an essential sales tool. • Leverage phone scripts / word tracks to ensure your sales process is consistently followed. • Remember the six skills that sell: • Give information to get it • Ask for the appointment • Make the perfect match • Set your store apart • Fuel your business • Train, monitor, repeat16
  • 17. Resources for Online Success DealerADvantage • DealerADvantage blog: Read and discuss articles, videos and Cars.com news that drive your success dealeradvantage.cars.com • DealerADvantage Live: Free monthly webinar offers advice on internet sales, marketing dealers.cars.com/live • Facebook: Share, discuss internet sales, merchandising dealers.cars.com/facebook • Twitter: Get a daily online sales, merchandising tip dealers.cars.com/twitter17
  • 18. Questions & AnswersThank You & Good Luck

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