How Can I Generate More Profit?Control the flow of customers coming        into your Dealership…     © Blueprint Enterpris...
Generating Traffic to the Store    Spend More in                              Become more effective     Advertising       ...
Areas of Opportunity1. Increase Closing Percentage    a)   On First Visit Floor Traffic    b)   On Internet Leads    c)   ...
What is the easiest way to reach              people?                                      By Phone!1.People answer calls,...
Performance / Accountability How are you currently measuring telephone  performances? Do you know how many sales calls y...
Data Accumulation20 years and over 17,000 phone calls havebeen monitored and analyzed to determine  the most effective way...
ReceptionTypical scenarios when calling a dealership…   Poor “first impression” created by    receptionist – multiple rin...
The Sales Department 87% of sales consultants did not control  the conversation and used no specific  strategy just “Wing...
The Service Department 77% attempted to diagnose the vehicle over the  phone rather than set an appointment 67% of did n...
Parts Department 55% answered the phone… “parts hold” 94% did not ask for the sale. 37% of calls kept the caller on hol...
What holds you back?   Telephone interaction for some employees    can be as much as 75% of what they do in an    8 hour ...
What holds you back? No written phone processes in place.  Employees not trained on these phone  processes and systems. ...
Successful Usage of the Phone Some examples of Outstanding vs. Average              performance   © Blueprint Enterprise, ...
How much money is the typical dealership             loosing?Sales Opportunities: The difference between                  ...
Longo Toyota Case Study       Before              -and After statistics – Inbound Sales Calls               Inbound Sales ...
Norm   Reeves Honda - Case Study       Before and After statistics – Inbound Sales Calls  Based on 500 Phone Ups:         ...
Who’s Calling you? Inbound Phone                TrafficToday’s service departments receiveas many as 200 – 500 calls per d...
Missed opportunities in the Service DepartmentThe average Service Department receives as many as 300 phone calls per day.W...
Lost opportunities in ServiceWhat not converting “new opportunities” is costing you!        Average # of inbound service c...
How to improve client interaction via the telephone.Establish ways of measuring employee performance. establish all of th...
The basic concept of CallRater Call Monitoring, Reporting and Employee Training CallRater, is a service that monitors in...
Easy to view dashboard   © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved.   877.925.BLUE   22
What level of support do you need?      Silver                             Gold                             Platinum1.Call...
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Ring ring sales presentation feb 2013

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The telephone is the most used and under performing area of most dealerships. We can remedy that for you.

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Ring ring sales presentation feb 2013

  1. 1. How Can I Generate More Profit?Control the flow of customers coming into your Dealership… © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 1
  2. 2. Generating Traffic to the Store Spend More in Become more effective Advertising with what you already1.Immediate Response have2.Targeted 1.Domination of PMA 2.Develop Repeat Customers1.Temporary 3.Condition Customers for return visits and referrals2.Lower ROI 4.Increased Service Business3.Larger Target Area –has less “Loyalty” 5.Greater ROI(Repeat buy or serviceopportunity) 1.Upfront training time and expense © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 2
  3. 3. Areas of Opportunity1. Increase Closing Percentage a) On First Visit Floor Traffic b) On Internet Leads c) On Phone Calls2. Increase number of “Be-Backs”3. Increase number of “Referrals” © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 3
  4. 4. What is the easiest way to reach people? By Phone!1.People answer calls, texts, and emails all from their phones.2.Developing World Class skills on the phone, will be whatdetermines profit or loss for each store.3.#1 complaint by Customers regarding their serviceappointment was “Excessive attempts and time spent onthe phone when they finally got someone to answer”* * Data taken from Toyota Survey of low CSI customers for services performed in 2012 © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 4
  5. 5. Performance / Accountability How are you currently measuring telephone performances? Do you know how many sales calls your receiving on monthly basis?  Service calls  Parts  Internet  Others Who is responsible for listening to those phone calls? (for each department) © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 5
  6. 6. Data Accumulation20 years and over 17,000 phone calls havebeen monitored and analyzed to determine the most effective way to gain trust andbuild rapport, while achieving the goal of a shown appointment in the showroom. Here is what we found… © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 6
  7. 7. ReceptionTypical scenarios when calling a dealership… Poor “first impression” created by receptionist – multiple rings Long hold times Multiple transfers Voicemail instead of a live person Staff that is not trained to answer your questions Staff that are often rushed, unprepared and untrained – very reactive!! © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 7
  8. 8. The Sales Department 87% of sales consultants did not control the conversation and used no specific strategy just “Wing It”. 70% of sales consultants did ask for the appointment and only 17% where successful in getting an appointment. 82% quoted discounts, payments or price on trade when asked. 47% did not ask for a telephone number 24% where successful in gaining a phone number. © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 8
  9. 9. The Service Department 77% attempted to diagnose the vehicle over the phone rather than set an appointment 67% of did not ask for the appointment. 89% quoted prices higher than independent shops and did not sell the value of the dealership 94% did not ask for an email address 57% told the caller to “just bring it on in” versus scheduling a solid and specific appointment. Long hold times before the call is answered – lower retention Staff that has not been trained on specific strategy Not asking for the business (order takers versus sales professionals ) © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 9
  10. 10. Parts Department 55% answered the phone… “parts hold” 94% did not ask for the sale. 37% of calls kept the caller on hold for more than 3 minutes. 97% did not sell the value of the part or the dealership… “genuine factory parts, specifically designed and engineered for your vehicle” © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 10
  11. 11. What holds you back? Telephone interaction for some employees can be as much as 75% of what they do in an 8 hour work day. Many of these employees receive little or no initial training and spotty, if any continuous training. This leads to... Lost opportunities in sales, service and parts. $ $$ Inconsistent interaction with clients; leads to lost business and lack of loyalty. Diminishing your customer base. Lower employee morale and lack of happiness. © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 11
  12. 12. What holds you back? No written phone processes in place. Employees not trained on these phone processes and systems. “Tribal training” is the usual process for training new hires. No inspection process in place in order to measure, monitor, grade and score employees performance. No continuous training to reinforce best practices and build employee skills. © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 12
  13. 13. Successful Usage of the Phone Some examples of Outstanding vs. Average performance © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 13
  14. 14. How much money is the typical dealership loosing?Sales Opportunities: The difference between Outstanding and Average IB Sales Calls 500 500 Name & Number 450 90% 240 40% Appointments Set 310 62% 170 34% Show s to Call ratio 165 33% 68 14% Show s to Appt Set ratio 165 55% 68 40% Sold to Appt Set ratio 74 45% 31 45% Sold to Total Calls ratio 14.8% 6.2% 34 additional sales for every 500 inbound sales opportunities! © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 14
  15. 15. Longo Toyota Case Study Before -and After statistics – Inbound Sales Calls Inbound Sales Calls – CallRater™ Based on 500 Phone Ups: After CallRater Before CallRater IB Sales Calls 500 500 Name & Number 470 94% 270 54% Appt Set 315 63% 195 39% Show s to Call ratio 184 37% 85 17% Show s to Appt Set ratio 184 58.4% 85 44% Sold % Per Appt Set 86.5 47% 40 47% Sold % Per Total Calls 17.3% 8.0%47 Additional sales per 500 phone calls!!!!! © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE
  16. 16. Norm Reeves Honda - Case Study Before and After statistics – Inbound Sales Calls Based on 500 Phone Ups: After CallRater Before CallRater IB Sales Calls 500 500 Name & Number 445 89% 230 46% Appt Set 295 59% 155 31% Show s to Call ratio 165 33% 85 17% Show s to Appt Set ratio 165 55.9% 85 44% Sold % Per Appt Set 62.7 38% 30 35% Sold % Per Total Calls 12.5% 6.0%32 Additional sales per 500 phone calls!!!!! © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE
  17. 17. Who’s Calling you? Inbound Phone TrafficToday’s service departments receiveas many as 200 – 500 calls per dayto:► Schedule a reservation► Inquire about a specific service or repair (mailer, coupon or e-mail)► Shop you on price► Check on the status of the vehicle► Get advice about their vehicle► Speak with their Service Advisor – general questions © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 17
  18. 18. Missed opportunities in the Service DepartmentThe average Service Department receives as many as 300 phone calls per day.What percentage of those calls are “new opportunities”?► Appointments = 25% -35%► Status checks = 20% - 35%► Calls on services / general questions= 15% - 25%► New opportunities = 7% - 15% © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 18
  19. 19. Lost opportunities in ServiceWhat not converting “new opportunities” is costing you! Average # of inbound service calls = 150 / day (New opportunities = 7% - 15%) 150 x 7% = 10.5 / day Average RO for ________ store is = $150.00 Converting at just 50%= 5 new / day New revenue per day ($150 x 5)= $ 750 / day Monthly revenue (25 x $750)= $18,750.00 First visit revenue from new customers= $225,000.00 Annual revenue from new (2 visits) = $450,000.00 © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 19
  20. 20. How to improve client interaction via the telephone.Establish ways of measuring employee performance. establish all of the areas that can be measured - Inbound sales calls - inbound service calls, inbound parts calls, receptionist, cashiers, F & I What are the key metric for each one of these positions?  Number of appointments created  Graded phone calls for each department  spot check the lead follow up in the CRM   Tracking these departments - spot checking and scoring their inbound phone calls.Conduct training weekly for all employees that handle the telephone on a consistent daily basis Play graded phone calls to employees. Provide coaching on areas of improvement Offer incentive for those top performance employees Track progress by using the CallRater system. © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 20
  21. 21. The basic concept of CallRater Call Monitoring, Reporting and Employee Training CallRater, is a service that monitors inbound customer phone calls and grades your staff’s performance based on criteria that you define. We also send alerts whenever a call is mishandled and provides daily and monthly reports to dealers. Hot Alerts that can be sent by text and / or email to managers to alert them that an opportunity may be missed or a customer lost forever based on a phone call that was reviewed. Dealers receive a “Hot Alert” that are sent to the management team via Text and Email whenever there is a time sensitive customer issue. . © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 21
  22. 22. Easy to view dashboard © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 22
  23. 23. What level of support do you need? Silver Gold Platinum1.Call Rater 1.Call Rater 1.Call Rater2.Manager access to 2.Managementmonitor, coach, and 2.Management Trainingrecord activity Training 3.Sales Dept / BDC3.Monthly On Going Or trainingFollow Up and 4.Service Dept /BDC 2.Sales Dept / BDCReview training training Or 5.Monthly Ongoing Follow Up 2.Service Dept /BDC training/coaching training © Blueprint Enterprise, Inc. 2005 -2007 All rights reserved. 877.925.BLUE 23
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