The document provides coaching and guidance for improving phone sales skills. It outlines key steps in phone calls such as building rapport, qualifying customers, obtaining contact information, setting appointments, handling objections, and providing directions. Performance is tracked across these areas to identify strengths and opportunities for individual salespeople. Coaching calls and reports help enhance skills and accelerate sales.

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. 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. 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. 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. 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. 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. How phone-ups differ
from floor-ups
Behavioral Cues: (Floor-ups)
• Words
• Tones
• Gestures
• Posture
• Facial Expressions

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. “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. 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. “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. 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. “Probing Questions”
Who takes your phone ups?
How well do they do?
How do you know?
Are you ready?

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. 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. 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. 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. 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. 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. 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. Call Quality Breakdown Report

22. Summary Salesperson Report

23. Category Average Report

24. Category Average *
by Salesperson Report
* 4-Point Scale

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