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Similar to Automotive BDC Workshop; Inbound Phone Call Handling
Automotive BDC Workshop; Inbound Phone Call Handling
- 1. First Impressions Expectations Inbound Phone Process Sample Phone Call Call Recording Metrics Wrap-Up Inbound Phone
- 2. Who Represents You First to Your Customers? Impressions Actual Dealership Calls Recorded by: Home Back Next Start Page
- 3. Information You WouldExpect Expectations When Calling a Dealership Home Back Next Start Page
- 4. Inbound Inbound Phone Process Phone Process To BDC Home Back Next Start Page
- 5. Inbound Inbound Phone Process Phone Process Script/Data/ Appointment Home Back Next Start Page
- 6. Inbound Inbound Phone Process Phone Process Advise Sales Department Home Back Next Start Page
- 7. Inbound Inbound Phone Process Phone Process Home Back Next Confirmation Start Page
- 8. Inbound Inbound Phone Process Phone Process Appointment Outcome Call Home Back Next Start Page
- 9. Inbound Inbound Phone Process Phone Process Follow-Up Home Back Next Start Page
- 10. Sample The Science of Phone Scripts Phone Call Home Back Next Start Page
- 11. Sample The Science of Phone Scripts Phone Call Use Roadmap Understand the why Create chemistry not conflict Be conversational Be clear and to the point Attempt to connect with the customer Obtain same information consistently Find common ground Help gain clarity Provide minimal amount of choices Create desire Create sense of urgency Give reasons to choose dealership Ask for appointment logically Setup choice close Home Back Next
- 12. Sample Phone Call Home Back Next Start Page
- 13. Sample Analyze an Inbound Phone Call Phone Call Does the Coordinator… • Speak in a friendly tone so that you can hear a “smile” in his/her voice? Yes No • Maintain control of the conversation? (Who’s asking the questions?) Yes No • Gather information on the customer’s vehicle wants & needs? Yes No • Have all relevant information at their fingertips? Yes No • Answer the customer’s questions in a professional manner? Yes No Home Back Next Start Page
- 14. Sample Analyze an Inbound Phone Call Phone Call Does the Coordinator… • Obtain the customer’s name and phone number? Yes No • Get an additional phone number and/or email address? Yes No • Schedule an appointment? Yes No • Set the stage for the Confirmation Call? Yes No • Sound like he/she is reading a script? Yes No Home Back Next Start Page
- 15. Call Recording Call Recording •Coaching •Accountability •Advertising Home Back Next Start Page
- 16. Inbound Calls Metrics •How many inbound calls? •How many appointments set? •How many are kept? •How many sales? Home Back Next Start Page
- 17. BDC Analysis MetricsChart Metrics 02/07/2004 3,881 2,156 1,198 633 16% 53% 55% 31% 56% 6,861 2.979 1,688 874 13% 52% 57% 25% 43% 6,478 1,502 859 392 6% 46% 57% 13% 23% Home Back Next Start Page
- 18. BDC Analysis MetricsChart Metrics 02/07/2004 3,881 2,156 1,198 633 16% 53% 55% 31% 56% 2.97 13% 52% 57% 25% 43% 6,861 1,688 874 31% 56% 3,881 2,156 9 1,198 633 16% 53% 55% 6,478 1,502 859 392 6% 46% 57% 13% 23% Home Back Next Start Page
- 19. BDC Analysis MetricsChart Metrics 02/07/2004 3,881 2,156 1,198 633 16% 53% 55% 31% 56% 6,861 2.979 1,688 874 13% 52% 57% 25% 43% 6,478 1,502 859 392 6% 46% 57% 13% 23% Home Back Next Start Page
- 20. Best Practices Wrap-Up • Use the script 100% of the time • Utilize welcome board • Make appointment conference call • Combine appointment outcome with two-day follow-up call • Assign appointment to manager not salesperson • Use BDC coordinator handbook • Gather email address/additional phone number • Record inbound calls • Analyze weekly metrics Home Back Next Start Page
- 21. Resources Wrap-Up Inbound Phone Pages ##-## Home Back Next Start Page