Phone Tips for Event Sales

One of the other Marketing Consultants here put together this document to help her dealers when they are preparing their sales staff for an event. It may seem like common sense, but depending on how the calls go that you listen in on--you may need it!

Phone Tips for Event Sales Most people who call will start the conversation by saying, “I got this flyer in the mail, and my numbers match.” You should say, “Great, come on in and we’ll check to see what you’ve won.” They may ask what they have won…. And this is very important You say, “Well, if your numbers match you have won something in the prizes listed on the flyer---It could be the car! We won’t know until you bring your flyer in and scan it here at the dealership.” They may ask if this is a gimmick. You say, “No someone has the winning # for the car—just like someone has the winning number for each of the other listed prizes. If your numbers match, you have definitely won something!!” Do not say—they have to scratch the sticker at the dealership. Scratching it at home is what gets them excited about coming in. Do not say—everyone is a winner or everyone wins something. How special will they feel if they think winning means nothing? AND they truly may have won the car!!! Do not say—“Are you interested in buying a car?” They may get in the car buying mood when they get on your lot, but they most likely will not be on your lot if you ask this question! Just tell them your name and offer to help them scan their flyer when they come in. Think of yourself as a fisherman. You have a baited hook, but if you move to fast, you’ll scare off the fish and never have the chance to set the hook. Good luck and happy selling!!

Tracking Incoming Sales Calls

I'm sure many of you spend some time and money annually training your sales staff. You may have even done some phone training...but do you truly know how the calls are being handled? If not-WHY!? There are several companies out there that are dedicated to helping you track phone calls and record them for "training purposes." We provide them on every single mailer and as hard as I try the vast majority of dealers never bother to log in and see A.) Where the phone traffic is coming from, and B.) How the people are being handled on the phone. What can call tracking do for you? -It can give you good, concrete evidence as you coach your sales people. -Good calls can be great examples for you as you train new ones. -Phone calls should be treated as "ups" and "response" to your campaigns. They can and should be followed up with just as much as someone who walks in the door. If you aren't following up, you're missing deals. -It can show you what markets are responding by phone as opposed to thru the door...and what aren't responding either by foot or by phone. -Finally, and maybe most importantly, it's a great way for you to hold everyone in the dealership accountable for the image they portray of your business every time someone calls in. Today I'm writing about this because tomorrow I have the opportunity to interview Mr. Todd Hudak. Todd has been helping dealers across the country with the customer experience. He's a master when it comes to phone techniques, and has a lot of great ideas and opportunities on how to make the most out of every lead that calls in. If you want to do some homework prior to the interview his website is: http://www.hudakconsulting.com/ Before you can work on taking calls with you sales team you need to know where they stand today. If you already have these tools at your disposal take a few minutes today, to log in and listen to some of the recent calls. I think what you hear will surprise you.