“Stop! Don’t Take That Call”
 Learn if YOUR dealership would do better by NOT taking phone-ups
                           ...
Industry Facts (Customers)
• What percentage of your phone traffic will
  buy within 3-5 days?
   __%

• What percentage w...
Industry Facts (Customers)
• What percentage of your customers will visit
  the internet before coming to your dealership?...
Industry Facts (Salespeople)
• What percentage of sales people will ask for
  the full name of the caller?
  Less than __%...
Industry Facts (Salespeople)

• How about asking qualifying questions?
  Less than __%

• What percentage of salespeople w...
Industry Facts (Salespeople)

• When providing too much information you can
  actually de-motivate your customers - how
  ...
How phone-ups differ
     from floor-ups
 Behavioral Cues: (Floor-ups)

• Words
• Tones
• Gestures
• Posture
• Facial Expr...
What You Can Expect
100    Phone-ups
 90%   Names and numbers
 65%   Appointment ratio
 65    Appointments
 55%   Show rat...
“Getting F.I.T.”
(Prioritizing Floor Internet Telephone Opportunities)
         80%
           %
         70
           % ...
Why do customers call?
•   Fear
•   Testing the Waters
•   Checking Availability
•   Looking for Deals
•   Comparing Brand...
“Intentions” of a Call?

What’s the purpose of an inbound sales call?
            (from a prospect’s perspective)


      ...
Phone-Up Goals

• Set a specific appointment
• Gain contact information
• Establish initial rapport & fostering trust
• La...
“Probing Questions”

Who takes your phone ups?

  How well do they do?

    How do you know?

     Are you ready?
How to Manage Sales Performance
• So, how do you really “Manage Performance” to
  obtain consistent results?

• Or, how do...
What Your Competitors Are Doing
• Having phone Performance Management done for them
   – providing dedicated, virtual phon...
Human Nature

If you track something it improves.

  When you provide feedback
     on what you’re tracking,
 you compound...
Anatomy of a                                   Monitored & Coached Call
Prospect calls your retail       CallCapture switc...
The Seven Steps of a Phone-up
                                             .
                  Copyright © 2004 by PCS. In...
SPECIFIC PREOWNED VEHICLE PHONE-UP ROADMAP
                                                                               ...
G SPECIFIC PREOWNED VEHICLE PHONE-UP ROADMAP
                                                                             ...
Call Quality Breakdown Report
Summary Salesperson Report
Category Average Report
Category Average *
by Salesperson Report



                        * 4-Point Scale
Call Handler’s Report Card                 Call Handler D




              Initial                                       ...
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Stop Dont Take That Call

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Stop Dont Take That Call

  1. 1. “Stop! Don’t Take That Call” Learn if YOUR dealership would do better by NOT taking phone-ups Copyright © 2007 by PCS, Inc. drJohn Mlinarcik, President PCS-Global 38777 W. Six Mile Rd Suite 201 Livonia, MI 48152 888 481.8771 www.pcs-global.com
  2. 2. Industry Facts (Customers) • What percentage of your phone traffic will buy within 3-5 days? __% • What percentage will buy within 10 days? __% • What percentage of customers call before coming to a dealership? __%
  3. 3. Industry Facts (Customers) • What percentage of your customers will visit the internet before coming to your dealership? __% • What percent of your appointments will purchase a vehicle at the time of their first appointment? __% (or greater if they ask for you by name) • What percentage of your customers will purchase something different than what they inquired on? __%
  4. 4. Industry Facts (Salespeople) • What percentage of sales people will ask for the full name of the caller? Less than __% • What percentage of sales people will ask for the phone number? Less than __% • What percentage of sales people ask for a solid appointment? Less than __%
  5. 5. Industry Facts (Salespeople) • How about asking qualifying questions? Less than __% • What percentage of salespeople will attempt to have their information put into writing? Less than __% • Salespeople will often provide customers with too much information? Greater than __% of the time
  6. 6. Industry Facts (Salespeople) • When providing too much information you can actually de-motivate your customers - how often? __% of the time • What do you think the national closing ratio is on phone-ups? Less than __%
  7. 7. How phone-ups differ from floor-ups Behavioral Cues: (Floor-ups) • Words • Tones • Gestures • Posture • Facial Expressions
  8. 8. What You Can Expect 100 Phone-ups 90% Names and numbers 65% Appointment ratio 65 Appointments 55% Show ratio 36 Customers keep their appointment 45% Close ratio 16 Sales
  9. 9. “Getting F.I.T.” (Prioritizing Floor Internet Telephone Opportunities) 80% % 70 % Copyright © 2006 PCS, Inc. 60 % 50 1st Telephone % Calling 40 % 1st Internet 30 Inquiring % 20% 1st Floor 10 Appearance 0 3-5 10 30 90 Days Days Days Days The telephone-prospect is at least 4-times more “ready to buy” - NOW!
  10. 10. Why do customers call? • Fear • Testing the Waters • Checking Availability • Looking for Deals • Comparing Brands • Price Shopping • Gathering Information • Interviewing the call handler “as if” the dealership • Can they TRUST your dealership via call handler
  11. 11. “Intentions” of a Call? What’s the purpose of an inbound sales call? (from a prospect’s perspective) GET INFORMATION From the sales consultant’s perspective? SET THE APPOINTMENT
  12. 12. Phone-Up Goals • Set a specific appointment • Gain contact information • Establish initial rapport & fostering trust • Launch a positive, friendly tone and good experience for the caller (whatever the outcome)
  13. 13. “Probing Questions” Who takes your phone ups? How well do they do? How do you know? Are you ready?
  14. 14. How to Manage Sales Performance • So, how do you really “Manage Performance” to obtain consistent results? • Or, how do you close the gap between what you expect and what was really produced – when you only have so many hours in a day? • It’s really a process isn’t it? The Process of Managing Performance • Think of a puppy!
  15. 15. What Your Competitors Are Doing • Having phone Performance Management done for them – providing dedicated, virtual phone sales management • Taking the guesswork & waste out of training – provide coaching and on-going training based upon actual performance data tailored to the individuals’ needs for more sustainable results • Providing a safety net – Save-A-Deal and/or Customer Recovery alerts for mishandled calls for potentially lost customers – offering an additional chance to rescue them
  16. 16. Human Nature If you track something it improves. When you provide feedback on what you’re tracking, you compound the improvement. Thus, the driving force of CallCoach’ing
  17. 17. Anatomy of a Monitored & Coached Call Prospect calls your retail CallCapture switch records call Call taken at dealership facility toll-free while passing through onto dealership by Sales Consultant or BDC/RMC CallCoach Monitor logs-in remotely - listening to & scoring calls per call handler Save-A-Deal or Customer Recovery Calls Best-in-Class calls sent to store managers sent ASAP to dealership management for staff recognition & reinforcement Timely customer contact leads “Opportunity Calls” sent to Skill enhancement is to increased appts & sales CallCoach Industry Expert accelerated as are sales “Opportunity Calls” reviewed by CallCoach, instructive feedback added and both are emailed to dealership (sales consultant &/or mgr.) Phone-in Role Play rehearsal sessions are conducted w/ sales consultants & recordings emailed to call handlers Bi-Weekly reports (individual, team, trend) are electronically sent to the dealership, along with interpretive conference calls One-on-one & team Performance Enhancement sessions with targeted feedback lead to measurable improvement
  18. 18. The Seven Steps of a Phone-up . Copyright © 2004 by PCS. Inc Initial Rapport Objection Handling Building Qualifying 6. Driving Towards Techniques Closure Obtaining Contact 7. Directions to the Information Dealership Selling the Appointment
  19. 19. SPECIFIC PREOWNED VEHICLE PHONE-UP ROADMAP 3/14/07 Date: __________ 11:00 am Nikki Time:_____ _____ Phone Handler: ______________ Transportation Center I’m Nikki MEET & 1. “Thank you for calling _____________________.__________ you’re virtual assistant.. How may I help GREET you?” 2004 Georgie Boy Class A Motor-home, Diesel Pusher 2. YEAR________ MAKE/MODEL____________ OTHER/PKG_________________________________ 3. “I’ll check on that for you. Where did Today’sthat advertised, because we have similar units like that one you see Newspaper QUALIFYING advertised as well?”__________________________________________ Georgie Boy A. “Is it specifically and only Class A Motor-home mentioned) that you’re interested in or _____________ (vehicle Diesel Pusher would you consider a similar _____________________ or [Class A; Class C; 5th Wheel; Trailer; Pop-up] – especially if the condition / mileage was right & I could save you some money?” _____________________ . “Great! Let’s do this, so that I don’t waste your time, let me check on the status of that unit & any other compatible ones we may have as well. It will only take me about 15 minutes.” (Without pause go to #4) 4. “Are you calling from home or work? And that number is?” Work ______ Home 888 481-8771 ____________Cell INFORMATION _____ CONTACT Mlinarcik drJohn 5. “How do I spell your last name? _______________ and your first name is?” ______________ 6. “Oh! I might be able to get that information for you right now. Could you please hold for a moment?” drJohn that specific unit 3 7. “_______________? I have great news! We not 2 have __________________available, but we also 3 THE APPOINTMENT TIME only have ____others on hand, and the availability of ____ or ____ more in that price/payment range or style SELLING like you’re considering.” (Without pause go to #8) Neither 8. “Speaking of availability, what’s a good time for you to stopafternoonlater today? _______________ Tomorrow in, now or Tomorrow morning or afternoon?”_____________________________________ 1:15 4:45 9. “I show3/15 Thursday 4:45 X openings in our appointment book for _____ or _____ [East __:15AM/PM or West __:45AM/PM] Date: _____ Day: __________ Time: ______ AM: ___ PM: ___ tentative appointment ____ Pg 1 of 2 Copyright © 2005 by PCS, Inc. • PCS-Global • 38777 W. Six Mile Rd • Suite 201 • Livonia, MI 48152 • 888 481-8771 • www.pcs-global.com
  20. 20. G SPECIFIC PREOWNED VEHICLE PHONE-UP ROADMAP Page 2 OBJECTION HANDLING (None noted) 10. Objections / Notes: ____________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ . 11. “Do you have a pencil handy? I’ll wait. Please write this down: (spell your name S-L-O-W-L-Y) J-A-S-O-N Jason, that’s my manager’s name. ___________________________________________________________________________________ . TOWARD CLOSURE And your appointment istomorrow at4:45 pm right? Okay, let me write that in our appointment book.” _________ _______, DRIVING [Optional: especially for sending map/directions, pictures or follow up. “What’s your best email address?” ______________________________________ ] 4:45 pm If you are going to be a little early or a little late please call me because I will have __________ set aside that specific and several others for you and I’ll have _____________________ vehicle ____________________ ready for you to see.” Free Press 12. “By the way, how did you learn about our dealership?”____________ Do you know where we are located? Chelsea DIRECTIONS & MENTAL TRIP __________Which direction will you be coming from? At that time of day, the easiest way to get here is . . .” Note: give visual directions and landmarks: drive mental . to the door! Detailed directions with landmarks . trip). Or, “Good, then you know we are at ______________________________________________________. ” [refresh directions – drive mental trip.] Coffee Cream 4:45 pm tomorrow Fresh coffee with cream Oh by the way, do you prefer coffee, tea, juice or water? _______. Blk; Cream, Sugar, Both? __________. “We’re looking forward to greeting you at ________ ____________ with a _______________________ .” GB 2004 Diesel pusher FOLLOW-UP 13. Vehicles to prepare: stock # _______ stock # _______ stock # _______ other ______________ Jason Manager 5:45 pm on 3/14/07 14. Follow up: __________________________________________________________________________ Signature 15. Manager Confirmation by: _______________________________ Time/Date: _____________________ Pg 2 of 2 Copyright © 2005 by PCS, Inc. • PCS-Global • 38777 W. Six Mile Rd • Suite 201 • Livonia, MI 48152 • 888 481-8771 • www.pcs-global.com
  21. 21. Call Quality Breakdown Report
  22. 22. Summary Salesperson Report
  23. 23. Category Average Report
  24. 24. Category Average * by Salesperson Report * 4-Point Scale
  25. 25. Call Handler’s Report Card Call Handler D Initial Driving Qualifying Contact Selling the Objection Directions to Name Rapport Toward Techniques Information Appointment Handling Store Building Closure Current 3.67 0.67 2.00 0.00 0.00 1.33 2.00 Period Previous N/A N/A N/A N/A N/A N/A N/A Period * 4-Point Scale The Evaluation Scale Excellent (4.0 – 3.5): Sales Consultant followed the “preferred” method under each segment in an outstanding manner with great professionalism and established a good rapport with the customer while gaining a commitment for an appointment with a specified date and time along with the customer contact information Above Average (3.4 – 2.7): Followed most of the “preferred” methods, guidelines and/or scripts, got the customer contact information and gained a commitment for an appointment Average (2.6 – 1.8): Asked some key qualifying questions, adequately answered most of the customer’s questions, and typically gained some customer contact information for follow-up – but may not have been able to secure an appointment Below Average (1.7 – 1.1): Missed the mark on most categories but may have some saving grace in particular, appearing able to learn Poor (< 1): Unable to secure customer contact information; indicated vehicle in question sold and ended call; off- lined the call or appeared unable/unwilling to profit from prior feedback or coaching

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