The Importance of Agent Phone Etiquette Training
Since sales representatives spend a lot of time on the phone, it’s crucial that they make the most of it. Even while some people may have a natural aptitude for marketing, everyone could benefit from at least some instruction. You should concentrate on a few aspects of phone etiquette to make them as efficient as possible.
One of the most crucial things a salesperson can concentrate on is active listening. They will better comprehend the customer’s true requirements and worries, and it will also make the consumer feel validated, both of which will improve their experience and their opinion of your dealership. Active listening in person involves a different set of abilities than active listening on the phone, though. Sales representatives must become accustomed to vocalizing affirmations and conversational cues because body language cannot be used in this situation. In order to demonstrate knowledge, active listening might also entail asking follow-up questions and repeating the customer’s words. Active coaching is one of the greatest methods for this type of training. Your sales agents’ performance on actual phone calls should be evaluated, but you should also give them the chance to roleplay and learn to say what they might typically do with visual cues.
If there is one thing that sales agents can rely on, it is that they will have to deal with irate customers on the phone. When you work on the phone, you have to deal with it regardless of how much you might like not to. Conflict can be avoided in large part by active listening, but when it does arise, you must be prepared to handle it. The capacity to maintain composure and adapt to changing circumstances is the most important skill you should teach your sales representatives. There is nothing worse than watching a salesperson lose their composure and argue with a client. They should also be provided with tools for resolving the disagreement and the pertinent details of what they may and cannot do to accomplish so. Phone scripts and other resources become quite helpful at this point. They not only show your salespeople the way, but they also assist them in deciding when a call needs to be escalated because all other choices have been exhausted.
Getting Information and Research
Your sales representatives need to be professionals at obtaining information and investigating any subjects they are unfamiliar with in order to respond to any inquiries your consumers may have. This is best achieved if they can stay on the phone with the client and provide them with the information immediately, but on occasion it could be necessary to put a customer on hold and conduct the necessary research. To ensure that they locate the required information as quickly as possible, your sales agents must be thoroughly versed with the knowledge database and how to do searches. In this regard, phone scripts can be of great use, but you should also make sure that your knowledge database is well-organized so that callers can look for any answers they might be unsure of. Give your sales reps enough time to become familiar with the organization’s structure and any search functions, especially any recent ones. A consumer should not have to wait for too long.
No matter how much time a sales representative spends on the phone with a client, they are ineffective if they can’t secure commitments and appointments. Although they won’t be successful every time, sales agents must be proficient at getting the people they speak with to make commitments and appointments. This is where phone scripts come in handy, particularly since they serve to guide the discussion through its necessary points. To monitor how each agent is performing and whether they are making the best use of their resources to fulfill obligations, you should also use active coaching and covert testing.
A key component of assisting your sales agents in being successful employees and in their phone interactions is providing them with good phone etiquette training. Make sure you give these sales representatives the attention they deserve because they contribute significantly to the perception customers have of your dealership.
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