This workshop will help the average sales professional excel in telephone sales. In-depth knowledge of the sales industry has resulted in proven techniques to help individuals reach and exceed their quotas. From tone and inflection, to pivoting and closing the sale, professionals will leave the workshop with a plethora of knowledge and will be armed with the tools to pick up the phone and effectively influence customers to buy.

1. Blind Phone Master Strategies
Workshop
Leslie “L.A.” Williams
Director of Training |Dealer Synergy | Audubon, NJ
(856) 546 - 2440| law3@dealersynergy.com
@DubbsClub
#NADASHOW

2. The views and opinions presented in this educational program and any
accompanying handout material are those of the speakers, and do not
necessarily represent the views or opinions of NADA. The speakers are not
NADA representatives, and their presence on the program is not a NADA
endorsement or sponsorship of the speaker or the speaker’s company,
product or services.
Nothing that is presented during this educational program is intended as legal
advice, and this program may not address all federal, state, or local
regulatory or other legal issues raised by the subject matter it addresses. The
purpose of the program is to help dealers improve the effectiveness of their
business practices. The information presented is also not intended to urge or
suggest that dealers adopt any specific practices or policies for their
dealerships, nor is it intended to encourage concerted action among
competitors or any other action on the part of dealers that would in any
manner fix or stabilize the price or any element of the price of any good or
service.
2

3. Welcome!
To the Blind
Phone Master
Strategies
Workshop
3

4. 4
About Me
Has been BLIND
for over 30 years Listening skills
honed for years
8+ YEARS
In the
Automotive
Industry

5. 5
The Most Valuable Tool in the
Dealership
happen over the phone.
Of all Customer Transactions
92%

6. 6
The New Showroom
The Internet
and Phones
are the New
Showroom

7. 7
An Internet Sale is Predominantly a Phone
Sale
Customers Visit an
Average of 10 Car Sites
9
10They Will Call
With a
Clickable
Phone

8. 8
Phil Cohen, BDC Director of Rick Case Auto Group
Phone Skills are Key

9. 9
Current Situation Analysis
Only
13%
of most
Dealership’s staff is
ever professionally
phone trained.

10. 10
-Zig Ziglar
Current Situation Analysis
“Training is like
bathing, if you
don’t do it daily,
eventually you
will begin to
stink.”

11. 11
Current Situation Analysis
95%
of BDC Reps
Admit they
feel Less Than
Confident on
the Phones

12. 12
Current Situation Analysis
65%
NOT
Confident
30%
SOMEWHAT
Confident
3%
Confident
2%
VERY
Confident

13. 13
Current Situation Analysis
80%
Of Salespeople
say They Don’t
Know / Don’t
Have a Phone
Process

14. 14
45%
Have One /
Don’t Really
Know
35%
Don’t Think
They Have
10%
Have One /
Think They Know
10%
Have One /
Know It
Current Situation Analysis

15. 15
Current Situation Analysis
60%
Of Managers Admit
They Don’t Have /
Under-use Their
Call Monitoring
Solution

16. 16
Current Situation Analysis
20%
Don’t Think We
Actually Have
40%
Have But Not
Really
Listening
30%
Have One /
Vendor
Monitors
10%
Have One /
Listen
Internally

17. 17
Accountability
You
HAVE?
Without
What DO
Accountability

18. 18
100%
of BDC Reps say
They Start Their
Day With Making
Phone Calls
Current Situation Analysis

19. 19
Current Situation Analysis
Real Athletes STRETCH Before
They Get in the Game.

20. Strategy #1
How to Make More Phone Calls
20

21. Strategy #1 - How to Make More Phone
Calls
21
The Value of Time
ONLY 86,400 Seconds in a Day!

22. Strategy #1 - How to Make More Phone
Calls
Ask a BDC Rep who made $600 for
making the most phone calls in one hour,
beating the competition by just ONE.
22
+ =

23. Strategy #1 - How to Make More Phone
Calls
23
Voicemail
How to Save Time
Average time of standard
voicemail greeting:
15 Seconds

24. Strategy #1 - How to Make More Phone
Calls
24
Skip the Greeting!
Save time by dialing:
Star (*) for
Pound (#) for /
One (1) for

25. Strategy #1 - How to Make More Phone
Calls
Learn the sound of each carrier’s
standard voicemail greeting.
25
Voicemail

26. Strategy #1 - How to Make More Phone
Calls
“Your call has been
forwarded to an
automatic voice
messaging service...”
26

27. Strategy #1 - How to Make More Phone
Calls
“Please leave a
message for...”
27

28. Strategy #1 - How to Make More Phone
Calls
“You have
reached the voice
mailbox of...”
28

29. Strategy #1 - How to Make More Phone
Calls
(This comes from the wireless provider)
29
Sometimes you may want to send a
“Please Call” text instead of a voicemail.
Please Call!

30. Strategy #1 - How to Make More Phone
Calls
30
Dial Five (5) then Pound (#)
Dial Five (5) then One (1)
Dial Two (2) then One (1)

31. Strategy #1 - How to Make More Phone
Calls
31
Voicemails that
get listened to
most frequently:
20-29
Seconds

32. Strategy #2
How to Sound Better
on the Phone
32

33. Strategy #2: How to Sound Better on the
Phone
33
Your Voice is a
POWERFUL
Communication Tool

34. Strategy #2: How to Sound Better on the
Phone
34
38%of Communication is:

35. Strategy #2: How to Sound Better on the
Phone
• Alto/Tenor
• Cool Base Tones
• Accent/Language
35
Customers like
people who
sound like them.

36. Strategy #2: How to Sound Better on the
Phone
Influence with Sentence
Fluency and Rhythm
36

37. Strategy #2: How to Sound Better on the
Phone
Phone Sales is like Chat Line Dating
37

38. Strategy #2: How to Sound Better on the
Phone
38
Mood / Feel is EXTREMELY Important!
Not too
Not too
Not too
ANXIOUS
BOTHERED
LOUD

39. Strategy #2: How to Sound Better on the
Phone
39

40. Strategy #3
How to Set More
Appointments That Show
40

41. Strategy #3: How to Set More
Appointments that Show
Appointment Show Ratio Directly
Correlates with the level of TRUST
Customers Have for You & Your
Dealership.
41

42. Strategy #3: How to Set More
Appointments that Show
42
People TRUST themselves.
Their statements are TRUE.
Focus less on giving information,
more on gathering information.

43. Strategy #3: How to Set More
Appointments that Show
43
People need to
you before you can
have INFLUENCE.

44. Strategy #3: How to Set More
Appointments that Show
Don’t just be yourself...be the BEST
version of yourself.
44

45. Strategy #3: How to Set More
Appointments that Show
45
Praise Them
Tell them they’re
doing a good job
Appreciate Them Say “THANK YOU!”
Understand Them
Seek first to
understand.
Use their NAME!Recognize Them

46. Strategy #3: How to Set More
Appointments that Show
Have Good, Strong, Well Thought
Out Responses (Rebuttals)
46
Qualify with Questions.

47. Strategy #3: How to Set More
Appointments that Show
47
Total Transparency.
Today’s Prospects FEAR the Unknown.
Set proper expectations.

48. Questions
48

49. Blind Phone Master Strategies
Workshop
Please visit the NADA Pavilion
in the Expo Hall for information
on accessing electronic versions
of this presentation and the
accompanying handout
materials, and to order the
education video recording.
Leslie “L.A.” Williams
Director of Training | Dealer Synergy | Audubon, NJ
(856) 546 - 2440| law3@dealersynergy.com
@DubbsClub
#NADASHOW